Call Statistics
Our philosophy at Secure Computing is to provide our Customers with the highest level of customer satisfaction through professional, timely, and accurate support. This philosophy has earned our Support and Services organization awards for exceptional Technical Support from both Frost and Sullivan and from the International Business Awards group.
One of the things that sets us apart from our competitors is our commitment to providing Live Answer phone support for our Customers who maintain valid support contracts. Our benchmark of Live Answer support is within one minute or less. This unique level of service is documented in the table below.
| How we are measured | Calls Answered Live (Goal = 92%) |
Average Hold Time in seconds (Goal < 60 Sec) |
|
|---|---|---|---|
| Current Quarter Average: | 94.19% | 1:14 | |
| Q1 2009 | Mar | ||
| Feb | 93.80% | 1:19 | |
| Jan | 94.54% | 1:08 | |
| Q4 2008 | Dec | 92.61% | 1:36 |
| Nov | 94.25% | 0:45 | |
| Oct | 95.83% | 0:33 | |
| Q3 2008 | Sep | 96.87% | 0:26 |
| Aug | 96.69% | 0:31 | |
| Jul | 96.49% | 0:36 | |
| Q2 2008 | Jun | 96.47% | 0:36 |
| May | 96.42% | 0:28 | |
| Apr | 96.55% | 0:32 | |
| Q1 2008 | Mar | 96.33% | 0:32 |
| Feb | 97.00% | 0:29 | |
| Jan | 95.63% | 0:26 | |
Note: Statistics reflect all support phone lines including IronMail®, Webwasher®, Sidewinder®, SafeWord® SmartFilter®, and Customer Service.