Support service
Service Level Objective
| Service Level | Item | Same day resolution rate |
Next business day resolution rate |
|---|---|---|---|
| Objective | 50％ | 70％ |
| Actual value | Counter | Same-day resolution rate |
Next business day resolution rate |
L1 resolution rate |
|---|---|---|---|---|
| As of September 2021 | HULFT | 74.5% | 86.2% | 93.7% |
| DSS | 61.0% | 68.7% | 95.2% |
| Description | Same day resolution rate |
The percentage of inquiries resolved on the same day as the inquiry was received. |
|---|---|---|
| Next business day resolution rate |
The percentage of inquiries resolved on the next business day out of the total number of inquiries received from customers. |
- * The service level is an objective value and does not guarantee the resolution rate.
- * Service level objective is not related to contracts and are not subject to penalties.
- * The resolution rate is calculated for the product for which the inquiry was received.
- * The definitions for the same day and the next business day depends on a contract.
- * Service level results will be disclosed on HULFT.com every six months.
- * We would appreciate your cooperation in responding to our requests for information, surveys, and confirmations to resolve customer issues.
Please note that it may take some time to reply if we do not have enough information or the situation is unclear.