Worldwide Customer Support Response Time
Response time is the total time it takes during local business hours for you to reach a Customer Applications Engineer (CAE) from the time you open a service request with your local SupportCenter. Our goal is to connect you to a qualified CAE as soon as possible. If a CAE is not immediately available, you will hear back from us within two hours, and, generally, much more quickly. In 2007 our median response time worldwide was 10 minutes. Here are the median response times for the past several months.
Worldwide Customer Support Resolution Time
Resolution time is the total time it takes to resolve a support issue to your satisfaction. This may be different from the time Customer Support is directly involved in a service request since it may include work required by other departments within Mentor Graphics. Since each situation is different, we don't have a universal resolution standard. Our goal is to make sure our surveys tell us you are satisfied with our resolution time. Specifically, on our Service Request Incident Surveys, our goal is to have the gap between resolution time's importance to you and your satisfaction below 0.75. Here are the resolution time gaps for the past several quarters.
