Average time taken to acknowledge and begin working on an incident or service request.
Mean Time to Respond (MTTR) measures the average time between an incident being reported and initial response—acknowledgement and beginning of investigation. MTTR is distinct from resolution time; fast response doesn't guarantee fast resolution. MTTR is a key SLA metric, with different targets for different priority levels.
Why It Matters
The DSC Perspective:
MTTR shows how quickly your issues get attention. Fast MTTR means problems are acknowledged and investigated promptly. Combine MTTR targets with resolution time targets for complete SLA coverage.