Our support SLA is first response within 1 business hour — and we publish our monthly support statistics for every month since December 2023, including the months we missed.

Last verified: 2026-10-04
Next check by: 2026-11-03
Cadence: every 30d
Permalink: /verify/response-time-sla
Owner: mike
Related: OP-02

Evidence — strongest first

2 independent trails. The first alone settles the claim; the rest exist so you can cross-check us.

Monthly support statistics, Dec 2023 → present

Dataset

/verify/response-times — Monthly support statistics, Dec 2023 → present

Raw CSV export of the published table (Dec 2023 → Sep 2026)

Document scan · watermarked

Transcription — plain text; the scan above is the source

CSV download — one row per month: month, tickets, SLA %, met/missed/not-reported, source, report-received date.

Issued by IT Partner (Zoho Desk reports) · 2026-10-04 · scan watermarked to deter reuse; sensitive values redacted · original shown on request during any call

What we can’t prove

Read this before citing the fact.

This is our own helpdesk data (Zoho Desk monthly reports); no external auditor reviews it. The current table shows ticket volume and SLA attainment; per-ticket response-time percentiles (median / P90) are being exported from Zoho Desk and will extend the table — that upgrade will be a changelog entry, not a silent edit.

Methodology: Source: Zoho Desk monthly support reports. SLA: first response within 1 business hour (the precise queue and business-hours definitions will be published verbatim with the direct Zoho export). Months are published as reported: 24 of 30 months met SLA; 4 months reported 99%; 2 months' reports omitted an SLA figure and are shown as 'not reported' rather than counted as met; January 2024 has no report in the source archive and is shown as a gap. From July 2026 the ticket counts are read directly from the Zoho Desk API (tickets created in the month, all departments) and published as soon as the month closes; the SLA figure for those months is added when the monthly report arrives and shows 'not reported' until then.

Check it yourself

Protocol OP-01-P

no account · nothing to install

Open /verify/response-times.
Check the monthly table and the CSV export.
Read the measurement methodology.
Compare months over time — published history is immutable; corrections only ever appear in the changelog.

Any step fail? Email verify@itpartner365.com. A failing step is a correction, and corrections get changelog entries — not silent edits.

Changelog — this fact

Date	Change	By
2026-07-29	Initial publication of the facts register: 18 facts live with evidence, 3 published as drafts pending evidence (MS-04 partner-since-2006 — era documents being digitized; CU-01 client-counts — multi-source recount in progress; CU-02 reviews-and-cases — written consents being re-confirmed). Drafts are visible on staging with DRAFT banners and blocked from production until complete.	Mike Mackey
2026-07-29	First 30 months of support statistics published (Dec 2023 → Jun 2026): 24 met, 4 missed at 99%, 2 not reported in source, 1 gap month (Jan 2024, no report in archive). Response-time percentiles (median/P90) to follow from the direct Zoho Desk export.	Mike Mackey
2026-10-04	July, August and September 2026 added with ticket counts read directly from the Zoho Desk API (tickets created in the month, all departments: 139, 154, 142) — the monthly report emails for these months had not arrived and the 30-day review was overdue. Their SLA figure shows 'not reported' until the reports arrive; the counts will not be changed silently. CSV export extended to 2026-09; methodology notes the second source.	Mike Mackey (decision) · builder session (data pull)