70% first-line resolution, or you don’t pay.

70% first-line resolution means at least 70 out of every 100 tickets are closed by first line without escalation.

How it is measured

We measure 30 days after the rulebook is delivered, using your own PSA export for that 30-day period. First-line resolution is the number of tickets closed by first line without escalation, divided by all tickets closed in the same period, multiplied by 100. Tickets escalated before closure do not count as first-line resolutions.

You run the export yourself and email it across. It needs closure dates and whether each ticket was escalated; remove customer names and message content. No credentials, no system access, nothing installed.

What “you don’t pay” means

If fewer than 70% of tickets are closed by first line without escalation, you pay nothing. The invoice is issued only if the measurement reaches at least 70%. The price is US$2,400. There is no upfront payment or deposit, and no invoice before that measurement. If there are no closed tickets to measure, no invoice is issued.