Weekly Semiconductor Equipment Support Response Summary

Track and analyze technical support performance metrics for semiconductor equipment, focusing on response times, ticket volumes, and resolution rates to ensure optimal customer support delivery and SLA compliance.

Report Objective

Monitor and evaluate technical support performance for semiconductor equipment maintenance and troubleshooting, with emphasis on response times, ticket volumes, and resolution rates. This weekly analysis ensures optimal support delivery and helps identify areas for service improvement.

Support Volume and Response Performance

Analysis of weekly ticket volumes and response times across equipment types.

Questions to Consider:

2024-12-012025-01-012025-02-01week_date204060ticket_volume vs. average_response_timeticket_volumeaverage_response_timeHow are weekly support ticket volumes and response times trending?Ticket volume showing seasonal variation with consistent response times

  • What is driving changes in ticket volume?

  • Are response times maintaining acceptable levels during peak periods?

  • How do current volumes compare to historical patterns?

  • Are certain equipment types consistently requiring more support?

  • How does ticket severity correlate with equipment type?

  • What preventive measures could reduce high-volume categories?

Metrology SystemsWafer ProcessingInspection ToolsTest Handlersequipment_type05001,0001,5002,000sum(ticket_count)sum(ticket_count)Which equipment types generate the most support tickets?Metrology Systems and Wafer Processing equipment account for majority of tickets

SLA Compliance and Resolution Rates

Evaluation of SLA compliance across priority levels and overall resolution effectiveness.

Questions to Consider:

CriticalHighMediumLowpriority_level0.0%500.0%1000.0%1500.0%2000.0%sum(sla_compliance_rate)sum(sla_compliance_rate)How well are we meeting SLA targets across priority levels?Critical and High priority tickets maintaining strong SLA compliance

  • Are we meeting SLA targets for all priority levels?

  • Which priority levels need attention for improved compliance?

  • How do actual response times compare to target times?

  • What factors are influencing resolution rate changes?

  • Are there specific issues impacting our ability to resolve tickets?

  • How can we maintain or improve current resolution rates?

2024-12-012025-01-012025-02-01week_date88.0%89.0%90.0%resolution_rateresolution_rateWhat is our weekly ticket resolution rate trend?Resolution rates maintaining above 85% target with recent improvement

Areas for Additional Investigation