Support Metrics and Service Level Objectives Questions

Focuses on the operational and customer experience metrics used in support and site reliability contexts and on setting and managing Service Level Objectives. Topics include Mean Time To Response, Mean Time To Resolution, customer satisfaction scores, first contact resolution rate, ticket volume per engineer, escalation rate, and other support KPIs. Covers how to define measurable Service Level Objectives, set targets and error budgets, align objectives to business impact, and balance speed versus quality in support and incident handling. Also includes instrumentation and reporting for support workflows, trade offs and behavioral effects of metrics, strategies for optimization, stakeholder communication, and how to use metrics to drive process changes and staffing decisions.