Open one record for each service issue. State fault type, asset ID, priority and the time the request was first sent to the supplier.
Define “first response” as the first substantive reply addressing the issue, not an automated receipt. Define closure as verified completion, not merely parts dispatch.
Keep first response, interim action, parts wait, site visit and resolution dates in separate fields. Code whether a delay came from the supplier, internal approval or an external part.
Group routine and urgent calls, and warranty and paid work, separately. At period end, review summaries such as median or average alongside raw records and open cases; do not infer an SLA promise from a small sample.
When sharing results with the supplier, show consistent time definitions and exceptions. If a service-level commitment is needed, agree period, scope and target in the written contract.
