Support plan measures and billing work

The plan’s end-of-period measure is now stated as 90% of tickets resolved within one business day, while the written plan still says first response within four business hours; the manager will check with Keith about the document, and Devin will read the overtime articles by October 16.

Agreed

In flight

• Weekly results: 91% first response within four business hours and 9% reopens; both targets were met this week.
• Resolution: Around 72% of tickets resolved within one business day, based on the manager’s check yesterday; the newly stated target is 90%.
• Billing work: Module two is done; Devin’s rewritten refund macro is in shared macros, and Paolo has used it twice.

Working rules

• Overtime escalations: Read the four overtime articles before escalating an overtime question.
• Check-ins: Thursdays at 2; next check-in is October 22.

Easy to miss

• The success measure changed verbally: the earlier plan limited end-of-plan criteria to first response and reopens, but the manager now says the bar is 90% resolved within one business day; confirm the written criteria with Keith before judging the plan.

Growth

• Goal: The manager stated an end-of-plan target of 90% of tickets resolved within one business day; current performance is around 72%.
• Evidence: This week Devin reached 91% first response and 9% reopens, meeting both prior plan targets.
• Evidence: Devin’s revised refund macro is in shared use; Paolo used it twice.
• Gap: The Fig and Fennel overtime question was escalated to tier two despite a help article answering it; the escalation added a day.

Feedback

• Fig and Fennel ticket, Monday: Devin escalated a question about overtime across two restaurant locations; tier two answered with the company’s help article, adding a day for the customer. The manager said to read the overtime article set before escalating.
• Refund macro: The manager said Devin’s rewritten billing-dispute reply was better than the previous version; Paolo had already used it twice.