Measuring first-response time integrity
Overview
Gaming SLA clocks destroys trust—audit timestamp honesty.
Checks
Compare RMM first note vs PSA clock start; flag negative deltas.
Policy
Clock starts client submission channel receipt—not when tech eyeballs later.
Automation
Web portal auto-ack emails timestamped auditable.
Escalation pattern
If backlog risks breach, reassign + notify manager before clock fudge temptation.
Reporting
Clean mean vs padded mean internal only; show clients defensible math.
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