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Tech Tip: SEP2 Technical Services Team Q1 2025 Service Stats

Date Posted:

04/04/2025

Author:

John

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Drum roll please 🥁, the moment you have all been waiting for …

✅ Just 1.6% of our tickets were sent to Check Point in Q1 2025

The SEP2 Technical Services team Q1 2025 service stats showing how we deliver the very best technical excellence to our Check Point customers.

1,768 in total landed in our service desk.

86 in total went to TAC opened by SEP2

5 – RMA
3 – Proactively logged tickets for standby support on upgrades
7 – Account/Licensing Issues
10 – Cloud Product Issues (unsolvable by SEP2)
14 – Requests for information only TAC can see
18 – R&D required to provide code fix

Only 29 total technical requests went to TAC for help to solve a technical issue.

The remaining tickets were outside of the realms of possibility for SEP2 to resolve without dedicated input from the Technical Assistance Center (TAC).

A truly amazing effort from an Elite team, working for an Elite Partner. This shows our dedication and desire to deliver service excellence and be the very best technically at what we do for our customers.

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Kieron sitting at a desk in the SEP2 office posing for his headshot

Kieron

Central Response Team Manager

Kieron has been with SEP2 since 2019 and works in our support team.

For Kieron, there is no typical day at SEP2, for one day he can be working through open tickets, another day you could be working on a priority case for the duration of the day, and another day you could be working on an ongoing project, but what Kieron enjoys is that the mix of challenges keeps the role fresh and interesting.

Kieron likes that within the support team everybody works well together, and shares knowledge between every level and are constantly being encouraged to learn.

In his spare time, Kieron’s current favourite hobby is working on his allotment, which gives him a nice change of scenery and a break from technology.

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