Key Performance Indicators (KPIs):

• Response Time: ≤12 hours for urgent tickets
• Resolution Time: ≤48 hours for standard tickets
• Ticket Closure Rate: Target 95% within SLA
• Client Feedback Score: Average rating ≥4.5/5
• Repeat Issue Rate: Less than 5% per month

Reporting:

• Weekly internal report summarizing open tickets, resolved tickets, escalations, and client satisfaction.
• Quarterly review to identify trends and improve processes.