Hypothesis: Increased Escalations during this period
Hypothesis
Increased Escalations during this period has lead to FRT or NRT SLA decrease
Evidence Gathered
Support Escalation Issues pulled using snippet, data pulled into a google sheet
Note: We only recently (end of June) started labelling escalations with L&R, SaaS, SM, so we cannot exclude L&R from the data set.
Conclusions Drawn
Around the same time that we see an increase of escalations, we start seeing the dip in NRT and later FRT.
However, this could be correlation. As more tickets miss FRT/NRT, customers escalate.