KEY PERFORMANCE INDICATORS (KPIs)

1. Email Server Uptime: Measuring the uptime of mail server with a benchmark of 99.9% over a period of time.
2. Helpdesk Response Time: Measure the average response time against a benchmark of 1 hour over a period of time.
3. Users Satisfaction: Measuring user satisfaction against a benchmark of 90% over a period of time.
4. Email Delivery Success Rate: Measure the percentage of undelivered email with a benchmark of >= 2%.
5. Spam Detection Rates: Achieve a spam and malware detection rate of 99% or higher.
6. User Training Sessions: Conduct at least 12 user training sessions annually.
7. Password Reset Efficiency: Resolve 95% of password reset requests within 24 hours.
8. Security Incident Mitigation: Mitigate 100% of reported security incidents within defined SLA times.
9. Phishing Awareness Training: Provide phishing awareness training to 100% of staff and students annually.
10. Service Enhancement Implementation: Implement at least 5 significant service enhancements annually based on user feedback.