Why has the average resolution time for Acronis Cyber Protect support tickets suddenly increased by 30% in the last two weeks?

Introduction

The sudden 30% increase in average resolution time for Acronis Cyber Protect support tickets over the past two weeks is a critical issue that demands immediate attention. This analysis will systematically investigate potential root causes, validate hypotheses, and propose targeted solutions to address this performance decline.

To tackle this problem, I'll follow a structured approach:

1. Clarify the situation with key questions
2. Rule out external factors
3. Analyze the product and user journey
4. Break down the metric
5. Gather and prioritize relevant data
6. Form data-driven hypotheses
7. Conduct root cause analysis
8. Validate findings and outline next steps
9. Present a decision framework
10. Develop a comprehensive resolution plan

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent product update. Has there been any significant change to Acronis Cyber Protect in the last month?

Why it matters: Recent changes could directly impact support ticket resolution times. Expected answer: Yes, a major update was released three weeks ago. Impact on approach: If confirmed, I'd focus on investigating the update's features and potential bugs.

• Considering the scale of the increase, I'm wondering about staffing changes. Has there been any significant shift in the support team's composition or size recently?

Why it matters: Changes in team structure could affect resolution efficiency. Expected answer: No major staffing changes have occurred. Impact on approach: If true, I'd shift focus to process or technical issues rather than human resource factors.

• Given the suddenness of the change, I'm curious about potential technical issues. Have there been any reported problems with the ticket management system or other support tools?

Why it matters: Technical glitches could artificially inflate resolution times. Expected answer: Some intermittent issues have been reported with the ticketing system. Impact on approach: If confirmed, I'd prioritize investigating and resolving these technical problems.

• Considering potential changes in user behavior, has there been any shift in the types of issues being reported or the complexity of tickets?

Why it matters: Changes in ticket complexity could naturally lead to longer resolution times. Expected answer: There's been an increase in tickets related to a specific feature. Impact on approach: If true, I'd focus on that feature and related documentation or training.