I want to add some more information, because our members are certainly not reporting that turnaround time.
Barb is 100% right. There's the ticketing system around systems issues, but there's also the help desk.
Maybe, Barb, there's a different number.
This is part of our challenge. We are still looking for processes on what to do. The rigour is that, right now, you can call the help desk and wait quite a long time for somebody to answer. Then you're given a ticket, and they tell you they will get back to you in a few days, or a day. Then you get another response saying, “This is the day we're going to talk to you about this issue at the help desk.”
The other way is filling out a form. You're going to get the same behaviour. You'll get an acknowledgement, and then it will be days before you actually get a response, followed up by a set time appointment.
Our members are not reporting that same turnaround time.