bb6f1227_apter_8___Developing_Your_Site__Success_criteria
[Milestone] Support process established, staffed, and tested [Action] Design and implement process for support team to handle expected volume of service calls, including metrics and response time. Design and deploy support hardware and infrastructure. [Timing] Start training before code complete. Support should be in place before any client pilot programs or before you put the site in production. [Success criteria] 
Customer problems resolved within targeted timeframes.
Chapter 8 - Developing Your Site
Success criteria