What if I told you that our average response time was 30 minutes...would you say that was good? What if I then said that we aren't really an IT Support company - that we were the fire department or the rescue squad. Would 30 minutes still be 'good'?
We don't think so - but that's how most of our competitors react to their customer's issues. Let's face it - when you need to restore a deleted file from your desktop, when your BlackBerry stops working when you're on the road, or you're getting ready for a HIPAA/HITECH audit - is 'good' going to be 'good enough' for you?