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Across
  1. 3. - It refers to the process of transferring customer issues or inquiries to higher authorities when frontline support is unable to resolve them.
  2. 5. - A temporary or generic value used as a substitute in a field or content.
Down
  1. 1. - A metric gauging customer satisfaction and loyalty based on survey responses.
  2. 2. -hronological record capturing system events and user activities within the helpdesk system.
  3. 4. - A formal commitment defining expected service standards and response times.