SLA Response vs Resolution Time: Targets for IT Support
Response time vs resolution time in an IT support SLA: example targets by priority, how to measure them honestly, and what to write into an AMC.
Short answer: response time is how long it takes to acknowledge a ticket and start work on it; resolution time is how long it takes to fix it. An SLA promises both, usually per priority level, and usually within agreed support hours. A small IT, CCTV or AC service company should promise targets it meets more than 90% of the time, measure them per ticket, and report them to the customer every month.
KEY TAKEAWAYS
- Response = acknowledged and working on it; resolution = fixed and confirmed.
- Set targets per priority, and define each priority in words the customer understands.
- State whether the clock runs 24×7 or only in support hours.
- Report the percentage of tickets within SLA, not the average time.
Response and resolution are different promises
An automatic "we have received your ticket" email is not a response. A response is a person who has read the ticket, set a priority and told the customer what happens next. Resolution is when the problem is fixed and the customer agrees, or when an agreed workaround is in place. Customers forgive a slow fix far more readily than silence, which is why response targets are short and resolution targets longer.
Example targets by priority
These are examples to adapt, not industry rules. Your targets should come from what your team can actually deliver.
| Priority | Meaning | Response | Resolution |
|---|---|---|---|
| P1 Critical | Business stopped: server down, all CCTV offline, no internet for the office | 30 minutes | 4 hours |
| P2 High | Many users affected, a workaround exists | 1 hour | 8 support hours |
| P3 Normal | One user or one device affected | 4 support hours | 2 working days |
| P4 Request | New user, password reset, a how-to question | 1 working day | 5 working days |
Write down who sets the priority (normally your team, using these definitions) and whether the customer can ask for it to be raised.
The fine print that prevents arguments
- Support hours. "Monday to Saturday, 9:30 to 6:30, excluding public holidays" unless the contract pays for 24×7. A P3 ticket logged at 6 pm on Saturday starts its clock on Monday morning.
- Waiting on the customer. State that the resolution clock pauses while you wait for access, approval or a part the customer supplies.
- On-site visits. Resolution for on-site work depends on travel. Promise a visit time, such as next working day, separately.
- Spare parts. Whether parts are included depends on the AMC type; see comprehensive vs non-comprehensive AMC.
- Remedies. If you offer service credits for missed SLAs, cap them, and define how they are calculated.
Measuring it honestly
Report the percentage of tickets met within SLA for each priority, not an average. An average resolution time of 6 hours can hide a P1 that took two days. A monthly report for each customer should show tickets by priority, the share met within SLA, the breaches with a one-line reason, and any repeat problems. That report is also your best renewal argument.
How Grovia handles it
In Grovia's IT/MSP module, each AMC contract carries its response and resolution hours and a tier. A ticket raised under the contract gets its response and resolution due times, is flagged if it breaches, and the IT/MSP dashboard counts open breached tickets. The general help desk records when each ticket got its first response and when it was resolved. For tool choice, see IT helpdesk software for small businesses.
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Frequently Asked Questions
What is the difference between response time and resolution time?
Response time runs until a person acknowledges the ticket and starts working on it. Resolution time runs until the problem is fixed or an agreed workaround is in place.
What is a good first response time for IT support?
For a critical outage, within 30 minutes to an hour is common for small IT companies; for normal issues, within a few support hours. Promise only what you meet more than 90% of the time.
Does the SLA clock run on weekends?
Only if the contract says 24×7. Most small-business SLAs count support hours only, which must be defined in the contract.
Should the SLA clock pause while waiting for the customer?
Yes, if the contract says so. State clearly that time spent waiting for the customer's access, approval or parts does not count towards resolution.
How should SLA performance be reported?
As the percentage of tickets resolved within target for each priority, with a list of breaches and their reasons, sent to the customer monthly.
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