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KPI (Project)Target
Average composite availability of core services (geometric mean of critical services and XRAS) 99.9% / qtr
Mean time to ticket resolution (hrs) (user, non-staff tickets - all WBS queues including XOC) <16 hrs/ qtr

KPI (L2)Target
Hours of downtime with direct user impacts from an XSEDE security incident0 hrs/ qtr
Mean rating of user satisfaction with tickets closed by the XOC (1-5 point Likert scale)4.5 out of 5 / qtr

Leadership Team