Ready for the challenge?

12345
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. Chronological record capturing system events and user activities within the helpdesk system.
  3. 4. A formal commitment defining expected service standards and response times.