The reporting layer: small numbers, gathered continuously, that answer "how are we doing?"
What gets measured
Support: ticket volume by priority, response and resolution times against targets.
Work: hours logged to your account, block-hour burn rate against pool.
Delivery: milestone hit rate and review turnaround on projects.
How you see it
Your point of contact brings the relevant numbers to your regular review — and you can request a pull of any metric, any time window, in a ticket. Regular clients get a monthly summary as standard.
Using them well
Trends beat snapshots: three months of response times say more than one.
A metric that never moves is as useful as one that always moves — both say the process is stable.
Dispute a number if it looks wrong; samples are logged and we will show the source.
Numbers in this workspace are for steering, not scoring — the point is fewer surprises for both of us.