Time To Own (TTO) and Time To Resolve (TTR)

Time To Own 

Agents are expected to assign and own their cases within 15 minutes under normal case loads. 

Ticket exceeding 15 minutes will result in failure to comply to the agreed SLA between BeED and service provider. Exceeding the agreed fail rate will result in financial penalties or breach of contract due to failure to deliver as per contractual obligation of the service provider. 

Time To Resolve

Time to resolve are agreed within BeED's management to ensure utmost compliance to BeED commitment for delivering to the end user fixes and resolution. 

Deliverable by BeED's business functions (Operations, IT Support, Administrative, Content are based on table below)

Category	Time To Resolve
Critical	12 Hours
High	22 Hours
Medium	48 Hours

Service Provider

For BPO, Call Centre agents: 

Category	Time To Resolve
Low (Service Provider)	48 Hours