This standard is grounded in the expertise of our team and its ability to understand your needs in order to provide relevant answers from the very first interactions. Because beyond tools and processes, support is first and foremost about people: behind every response stands a committed team, attentive to your situation, ready to listen, and fully mobilized to support you in the best possible way.
Because we want to make these commitments tangible, we are keen to share -openly and transparently-the key indicators that reflect the quality of our support and our daily dedication to supporting you.
Our support at a glance*
• Average first response time for critical incidents: 2 business hours
• Average first response time for all requests: 7 business hours
• Average resolution time: 5 days
• Customer satisfaction: 88%
• Number of requests handled: 7,630, i.e. 150 per week or 30 per day
*Data from the last 12 months, all contract types combined: SLA and Best Effort
Responsiveness designed around your needs
Not all requests have the same level of urgency or impact - and our organization takes this into account.
We prioritize each ticket based on its nature to ensure appropriate handling:
• questions (RFIs), related to usage and optimization
• incidents, which may impact your business and require rapid intervention
Each incident is also prioritized according to four impact levels to ensure response times that reflect your level of urgency (minor, moderate, major, or critical). Our objective is to deliver the highest level of responsiveness where it matters most, while maintaining a consistently high quality of service across all your requests.
Over the past 12 months:
• questions received a response within 7 business hours
• incidents received a response within 4 business hours
• critical incidents received a response within 2 business hours
Effective Resolution
Responding quickly is important. Resolving issues effectively is essential.
With an average resolution time of 5 days, our teams are committed to delivering concrete solutions as quickly as possible. We believe it is important to keep requests open for as long as necessary to ensure full resolution. Therefore, for every open incident where there is a risk of recurrence, our team carries out internal follow-up to implement a sustainable solution to the issues encountered.
Over the past 12 months, our team has closed more than 7,600 requests, representing 150 per week.
Your satisfaction, our priority
Customer satisfaction is at the heart of our priorities. With a satisfaction rate of 88% over the past 12 months, we are proud of the quality of service delivered every day by our Support team.
Because your feedback matters, we want to go even further by increasing our response rate, which currently stands at 12.5%. Each piece of feedback helps us better understand you, continuously improve, and provide you with an ever more effective experience. For this reason, every negative comment is systematically reviewed to ensure we never leave you with an unsatisfactory impression.
In summary
Adfinity Customer Support is built around a meaningful mission: to support you with a responsive, efficient, and human-centered approach, driven by a team committed to understanding and effectively addressing our customers’ needs. Continuous improvement is at the heart of our approach, enabling us to deliver support that is high-performing, accessible, and increasingly valuable for users.
If you have any questions, our team is ready to assist you via our support platform: https://easi-support.xurrent.com
