Across
- 2. Established standards and expectations in a team
- 3. Keeping existing customers engaged and loyal
- 6. Visual interface showing KPIs at a glance
- 9. Formal agreement between a service provider and a customer that defines the expected level of service. (abbr. pl.)
- 10. System to log and track support requests
- 11. Realising software to a production environment
- 14. Final fix that closes a support case
Down
- 1. Moving an issue to a higher support tier
- 4. Prioritising incoming requests by urgency
- 5. Structured data collection used in SAS
- 7. Examining data to draw conclusions
- 8. Request to retrieve data from a database
- 12. A single logged support request
- 13. Introducing new customers to the service