View your current plan and reports
Zuletzt aktualisiert am
Follow these steps to view your active support plan and access monthly service and ticket reports:
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Navigate to the STACKIT Portal.
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Select the correct organization/project via the Resource Manager.
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In the sidebar, under category Support, click on Support Plans.
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The overview page for your Active Plan will open, showing the plan details.
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In the sidebar, below the selected Active Plan tab, click on Reports.
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On the main page, click the element under Select month to choose a reporting period.
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The Service Report tab is open by default. You can also click on Ticket Report to view ticket-level details.
You can find a description of what service reports and ticket reports contain in the sections below.
Plan details
Section titled “Plan details”The Active Plan tab shows your current support plan details, including general information (plan tier, support team location, communication channels, and start date) and the defined service and support times for incidents, business-critical incidents, and service requests, including reaction and response targets. In the top-right corner, open Terms & conditions to review the contractual details and applicable service commitments.
Reports
Section titled “Reports”Use reports to quickly assess SLA performance and track the status and timing of individual support tickets.
Service reports
Section titled “Service reports”The Service report tab gives you an SLA overview for the selected month:
- KPI achievement rate for each ticket category (for example, business critical incidents, incidents, and service requests).
- Comparison of actual reaction time and response time against the defined SLA goals.
- Aggregated metrics such as total tickets and average handling times per category.
Ticket reports
Section titled “Ticket reports”The Ticket report tab provides a ticket-level breakdown of your support activity:
- List of individual requests with request ID, type, and current status.
- Creation date and progress state (for example, new, in progress, resolved, or closed).
- Per-ticket reaction time and response time compared with their SLA targets.
