Customer satisfaction with Syncplicity Support remained high last week, with 80% of customers very satisfied and 100% satisfied or very satisfied. Support handled 97 total incidents last week, resolving 83 issues and escalating 14, while 9 bugs were reported. The majority of support contacts came via the web at 58% compared to 42% by email.

1. Syncplicity Support August 2nd – August 8th

2. Customer Satisfaction Overall, how satisfied were you with your contact with Syncplicity Support? 80% Say “Very Satisfied” 100% Say “Satisfied” or “Very Satisfied”

3. Average Initial Response Time

4. Source of Incidents FORUMS QUEUES This week Last week Trending Posts Per Day 17.35 17.49 Topics Per Day 4.99 5.03 Users Per Day 40.17 40.24 This week Last week Trending Email 42% 48% Phone 0% 0% Web 58% 52% Billing 13% 15% Support 87% 85%

5. Manual Traffic

6. Total Support Incidents Total number of tickets 97 Actual Goal Number of One and Dones 15 15% 20% Resolved by Support 83 86% 75% Escalations 14 14% 25% Bugs Reported 9 9% 5%

7. Source of Incidents