In the fast-paced world of managed IT services, response time often takes the spotlight, while resolution time remains overlooked. But at Pegasus Technologies, we believe that providing timely resolutions is just as crucial as responding promptly.
As a leading managed IT provider, we pride ourselves on our exceptional response and resolution times. In this article, we delve into the remarkable achievements of Pegasus Technologies, highlighting our unwavering commitment to not only responding swiftly but also resolving issues efficiently.
Navigating Uncharted Waters
The COVID-19 pandemic ushered in a new era of remote work and heightened cybersecurity challenges. As businesses rapidly transitioned to remote operations, network vulnerabilities were exposed, leading to an increased demand for IT support. Pegasus Technologies adapted swiftly, fortifying network security measures and bolstering our response capabilities to meet the evolving needs of our clients.
The pandemic highlighted the importance of response and resolution times. As disruptions and technical issues surged, businesses required prompt and efficient IT support to minimize downtime. Pegasus Technologies rose to the occasion, maintaining our commitment to meeting service level agreements (SLAs) and achieving 100% response times across all issue priorities.
We understood that rapid response alone was not enough. Resolving issues promptly and effectively was equally crucial.
Throughout this challenging period, Pegasus Technologies continuously evaluated our processes and learned valuable lessons. We leveraged our experiences to refine our approach, ensuring even faster response and resolution times. We recognized the significance of transparent communication, proactive monitoring, and adaptive strategies to meet the dynamic needs of our clients effectively.
Unveiling the Data
At Pegasus Technologies, numbers speak volumes about our commitment to delivering prompt and effective IT solutions. Let’s take a closer look at the response and resolution times recorded during the critical first four months of various years, including 2019, 2020, 2021, 2022, and 2023:
Exceeding Expectations
Pegasus Technologies’ unwavering dedication to meeting and surpassing service level agreements (SLAs) is nothing short of commendable. Even during the height of the pandemic-induced workplace chaos, Pegasus Technologies consistently achieved 100% response times for all issue priorities.
Unlike many managed service providers that solely track response SLAs, Pegasus Technologies goes the extra mile by providing clients with resolution SLAs. After all, having a tech assigned to an issue is only valuable if the problem is resolved promptly.
The Power of Timely Resolution
When it comes to resolving IT issues, Pegasus Technologies truly shines. Their outstanding resolution times have continuously improved over the years, ensuring minimal downtime and disruptions for their clients.
For instance, in the critical emergency category, where the work of three or more people is interrupted, Pegasus Technologies consistently achieved exceptional resolution rates, with scores ranging from 94% to a perfect 100% across the years examined. These numbers reflect not only their technical expertise but also their commitment to delivering comprehensive and efficient IT support.
Transparency and Client Satisfaction
Pegasus Technologies prides itself on maintaining transparent and open communication with its clients. They provide regular updates on response times, resolution progress, and SLA compliance during quarterly meetings. By keeping clients informed and involved, Pegasus Technologies instills confidence and builds strong partnerships based on trust and reliability.
In the world of managed IT providers, Pegasus Technologies stands out as a beacon of excellence. Their remarkable response and resolution times showcase their unwavering commitment to delivering timely and effective IT support.
| Year |
Normal Response |
Normal Resolution |
Emergency Response |
Emergency Resolution |
Critical Emergency Response |
Critical Emergency Resolution |
Emergency + Critical Emergency Response |
Emergency + Critical Emergency Resolution |
| 2019 |
100% |
87% |
100% |
97% |
100% |
98% |
100% |
97% |
| 2020 |
100% |
81% |
100% |
92% |
100% |
100% |
100% |
93% |
| 2021 |
100% |
90% |
100% |
99% |
100% |
94% |
100% |
98% |
| 2022 |
100% |
92% |
100% |
100% |
100% |
100% |
100% |
100% |
| 2023 |
100% |
94% |
100% |
100% |
100% |
99% |
100% |
100% |
By prioritizing both response and resolution SLAs, they ensure that their clients receive comprehensive assistance, minimizing disruptions and empowering businesses to thrive. With
Pegasus Technologies by your side, you can rest assured that your technology infrastructure will receive the attention it deserves, enabling you to focus on what you do best—driving success and innovation.
