Standard responses for slow performance issues

Performance Issue Framework:

Slow Search Results

Customer Actions: Clear browser cache and cookies, test in incognito mode, try different search terms, check network speed (>10 Mbps)
Expected Results: Search results within 2-3 seconds
Escalation Criteria: Consistent >5 second response times across multiple users

Document Loading Issues

Customer Actions: Check file size (optimize >50MB files), test different file types, verify browser compatibility, disable browser extensions
Expected Results: Documents load within 5 seconds
Escalation Criteria: Files <10MB taking >15 seconds consistently

Interface Lag

Customer Actions: Close unnecessary browser tabs, restart browser completely, check available RAM (>4GB), update to latest browser version
Expected Results: Smooth interaction with <1 second delays
Escalation Criteria: Interface freezing or >3 second delays affecting productivity

Performance Standards:

• Search Response: <2 seconds (optimal), 2-5 seconds (acceptable), >5 seconds (investigate)
• Document Loading: <3 seconds for <10MB files, <10 seconds for <50MB files
• Page Navigation: <1 second between pages, <3 seconds for complex dashboard views
• Data Sync: <30 seconds for standard integrations, <5 minutes for bulk operations

Response Templates:

Individual User Issues

"Thank you for reporting this performance concern. I understand how important fast response times are for your team's productivity. Let's run through these diagnostic steps to identify the root cause. Please try [specific steps] and let me know the results. These steps typically resolve 80% of individual performance issues within minutes."

System-Wide Issues

"I'm immediately escalating this to our technical team for investigation as this appears to be affecting multiple users. I'll provide updates every 2 hours until resolved. Here are temporary workarounds: [specific alternatives]. Your account manager will also be notified to ensure we're meeting your SLA commitments."

Performance Optimization Consultation

"Based on your usage patterns, I'd like to schedule a 30-minute optimization consultation with our technical team. We can review your specific setup, data sources, and usage patterns to identify opportunities for performance improvements. This service is included with your Enterprise plan."

Escalation Guidelines:

Technical Team Escalation

• When: Multiple users affected, system-wide degradation, SLA breach risk
• How: Create high-priority technical ticket with performance data, customer impact assessment
• Timeline: Response within 2 hours, resolution plan within 24 hours

Account Management Escalation

• When: Enterprise customer, business-critical impact, customer expressing dissatisfaction
• How: Notify account manager immediately, schedule executive briefing if needed
• Timeline: Account manager response within 4 hours during business hours

Engineering Escalation

• When: Suspected platform issue, multiple customers reporting similar problems
• How: Engineering team notification with detailed technical analysis
• Timeline: Engineering assessment within 24 hours, fix timeline provided within 48 hours