I was heading the Desktop Management, which was the outsourcing team that started the first Desktop Outsourcing that has offices throughout the entire world. With offices present in 170 countries.
We were providing technical support along with the IT Infra project. Our committed SLA for support was for 4 hours resolution with a 98% closure rate. It's basically, whenever a call is received by our call center, the call is to be either resolved over the phone or to be assigned to our tech support team to be on-site to rectify the problem within 4 hours since the call was bad.
We were handling an average of 6,000 calls per month.