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Response Time Standard
A response time standard defines when a request starts the clock and which response milestone is expected. Response and resolution are measured separately.
A response time standard defines the expected time between receiving a request and a stated response milestone. The starting event, request category and milestone must be clear. Responding to a request and resolving it are separate measurements.
For example, a property team could track acknowledgment, arrival and completion separately, recording the request time, priority, responsible person and actual milestone times. IBM distinguishes response time from resolution time in service-level measurement. A local operating target must be defined before performance can be assessed; no particular response interval is implied here.
Frequently Asked Questions
Does meeting a response time standard mean the request is resolved?
No. A response confirms or begins handling the request. Resolution means the issue has been addressed. State which milestone is being measured and record its actual timestamp.
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