CREWS SERVICE/SUPPORT SURVEY - PART B (HTE)

Hello:
Your daily operations on CREWS platform and contact with HTE support team is inevitable and necessary. Please take a moment to complete this short survey to tell us about your experience and expectations. Your feedback will be used to imptove this support. Your responses will be kept confidential.

Please start with the survey now by clicking on the Continue button below.
Thank you very much for your time and support.

* Overall, please rate your satisfaction with the support you get from HTE team ?

* Are you aware of the Priorities and SLAs that categorize your calls?

· AS Airports Systems-MTTR:60minutes-SLA:85%

· A Prevent the total operation of network, server or station, -MMTR:3hrs-SLA:85%

· B Prevent partly the operation of network, server or station-MTTR:6hrs-SLA:85%

· C Affect smooth operation of network server or station-MTTR:8hrs-SLA:85%

· D Affect nice to have features of network server or station-MTTR:24hrs-SLA:85%

YES

* Does HTE support team resolves incidents within SLAs

* If your problem is not resolved, does HTE support staff offer to follow-up after the call?

Yes

Please rate HTE support staff on the following attributes.

* HOW LONG do you have to wait until HTE support staff is available?

Less than 1 minute

1 to less than 3 minutes

3 to less than 5 minutes

5 to less than 10 minutes

10 minutes or over

* How long does it take for HTE support staff to resolve your problem?

Less than 5 minutes

5 minutes to less than 10 minutes

10 minutes to less than 20 minutes

20 minutes to less than 30 minutes

30 minutes or more

Next day

More than a day

Problem did not get resolved

* How many times do you contact help desk before HTE support staff resolves your problem?

Do you have any suggestions for improvement?