Technical Support Performance Data
We've been tracking our support operations since mid-2024, and the numbers tell a story of steady improvement. Our Bangkok-based team handles requests from across Thailand and neighboring regions, with most inquiries resolved within business hours.
Support tickets handled in January 2025
Average first response time
Issues resolved on first contact
Client satisfaction rating
How We've Grown Our Support Capacity
Starting from a small office in Si Racha, we've gradually expanded our technical support operations. These milestones show how we've built our current service structure.
Initial Setup in Chon Buri
Opened our first support desk with three technicians. We focused on local businesses in the Si Racha area, handling mainly network and infrastructure issues. Response times averaged around 8 hours back then.
Remote Support System Launch
Implemented secure remote access tools, which cut down travel time significantly. This let us serve clients across Chon Buri province without being on-site for every small issue. Our ticket volume doubled within two months.
Extended Hours Program
Started offering support until 8 PM on weekdays after several clients requested later coverage. We added two evening shift technicians and saw immediate improvement in same-day resolution rates.
Knowledge Base Expansion
Published over 200 troubleshooting articles in our client portal. About 30% of common questions now get answered without needing to open a ticket, which frees up our team for more complex problems.
What Our Numbers Actually Mean
Raw statistics don't tell the full story. Behind each number is a real client with a problem that needed solving. Here's what we're tracking and why it matters.
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Response Time Tracking
We aim to acknowledge new tickets within 3 hours during business days. Urgent issues flagged by clients get immediate attention from our senior technicians.
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Resolution Efficiency
Most network connectivity and software configuration issues get fixed in one session. Hardware problems typically need follow-up visits, which affects our completion metrics.
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Documentation Quality
Every resolved ticket gets documented with the solution steps. This helps us handle similar issues faster and trains new team members on common problems we've already solved.
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Client Feedback System
We send a brief survey after closing each ticket. The ratings help us identify which technicians need additional training and which processes work well.
Support Channel Comparison
| Contact Method | Avg Response Time | Best For | Available Hours |
|---|---|---|---|
| Email Support | 4-6 hours | Non-urgent questions, detailed technical issues with logs | Monitored 9 AM - 8 PM weekdays |
| Phone Hotline | Under 15 minutes | Urgent problems, system outages, quick consultations | 9 AM - 6 PM Mon-Fri |
| Client Portal | 3-5 hours | Tracking ongoing issues, accessing documentation | 24/7 ticket submission |
| On-Site Visit | Same day or next day | Hardware repairs, network installation, complex setups | Scheduled appointments |
| Remote Session | 30-60 minutes | Software configuration, troubleshooting with screen sharing | 10 AM - 7 PM weekdays |