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) · 2026-10-21 · 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, then the support team's KPI workbook); 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 through June 2026; the support team's KPI workbook (team ticket total, average of per-engineer SLA compliance) from July 2026. 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; the page header counts met, missed and not-reported months from the dataset itself. A published month is never restated: corrections appear as dated changelog entries with the original figure left visible.

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)
2026-10-21	Source switched to the support KPI workbook — the support lead's monthly ticket and SLA sheet, read through Microsoft 365 on request of 2026-10-21: from July 2026 the ticket count is the workbook's team total and the SLA figure is its average of per-engineer SLA compliance. Filled from it today: SLA for April 2026 (99, missed) and May 2026 (100), whose report emails omitted the figure, and for July (100), August (98, missed) and September 2026 (98, missed). Correction: the row published as December 2023 (459 tickets, month inferred from the 2 February 2024 receipt date) is January 2024 in the workbook and is now labeled so; December 2023 is added with the workbook's 382 tickets and no SLA figure; the earlier note that January 2024 had no report is withdrawn. The July and September 2026 ticket counts stand as published from the Zoho Desk API (139 and 142); the workbook's engineer-handled counts (131 and 146) are recorded in those rows' source notes. For the overlapping months January 2025 to June 2026 the workbook's SLA average differs from the emailed desk figure by one point in four months; the published figures stand.	Mike Mackey (decision) · builder session (data)