Here is the full and detailed write-up for the SayPro Hosting Team’s performance target:

✅ SayPro Target: 100% Incident Reports Closed Within 48 Hours

Target Code: Q2-2025-INCIDENT-CLOSURE
Managed by: SayPro Bulk Digital Communication Office
Oversight Unit: SayPro Event Management Company
Alignment: SayPro Marketing Royalty
Implementation Period: April 1 – June 30, 2025

🎯 Goal Definition

SayPro is committed to maintaining high-quality, technically sound hosted events. To uphold this standard, 100% of all technical and hosting-related incident reports must be resolved and officially closed within 48 hours of occurrence or submission.

This ensures fast response times, maintains stakeholder confidence, prevents repeat failures, and preserves SayPro’s reputation for reliable digital and hybrid event delivery.

🧾 What Is an “Incident”?

An incident refers to any disruption, malfunction, or deviation from expected operations during SayPro-hosted sessions. This includes:

• Platform crashes or lags
• Audio/video failures
• Connectivity issues
• Audience access problems
• Speaker or content delivery breakdowns
• Equipment malfunction (microphones, cameras, etc.)

📝 Process Overview for Reporting and Closure

1. Incident Identification

Any team member, attendee, or speaker can report an incident either during or immediately after a SayPro-hosted event.

2. Form Completion

The assigned hosting technician must complete the SayPro Technical Incident Report Form (SCMR-14-TIR), detailing:

• Date, time, and platform used
• Description of the incident
• Affected audience or session part
• Steps taken during the event to mitigate the issue

3. Submission & Logging

Incident report is submitted to the SayPro Hosting Log Register within 12 hours.

4. Investigation & Resolution

The Technical Resolution Team (TRT) investigates the root cause, resolves the issue, and implements necessary technical or process fixes.

5. Closure

Within 48 hours, the incident is marked as “Resolved”, with:

• Verified fix documentation
• Prevention notes added
• Supervisor sign-off

🧮 Measurement of Target

• Target: 100% of incident reports must be closed (resolved, documented, and approved) within 48 hours.
• Formula:

(Reports Closed Within 48 Hours ÷ Total Incident Reports Logged) × 100

Example:

If 7 incident reports are logged in a week and all are closed within 48 hours:
(7 ÷ 7) × 100 = 100% ✅ Target Met

🧰 Tools & Templates Used

👥 Roles & Responsibilities

📈 Success Indicators

• All incident reports timestamped and stored in shared archive
• 100% incident reports closed within 48 hours
• Zero overdue unresolved reports by quarter-end
• Monthly audit log available for leadership review
• Trend analysis shows fewer repeat incidents

🔄 Escalation Plan

If an incident cannot be resolved within 48 hours:

• It is escalated to SayPro Hosting Emergency Response Group (SHERG)
• A temporary workaround is issued
• Final closure deadline is extended only with approval from SayPro Events Director
• Incident is flagged in quarterly Hosting Quality Review

🔁 Continuous Improvement

• Monthly incident review meetings
• Update training manuals with lessons from complex incidents
• Technical dry-runs and simulations before major events
• Quarterly report to analyze recurring issues and propose long-term fixes

Would you like me to generate a template pack for:

• Incident Report Form
• Closure Tracking Sheet
• Verification Email
  Let me know, and I’ll prepare it.