Reaction time
Response time – a strictly defined period of time during which the technical support service responds to the customer’s incident.
The starting point of the interval is the moment of creating a request in the helpdesk system. The next stage is the processing of the ticket by service engineers.
Since an incident is a more critical situation, there are also more stringent demands placed on the SVR (agreed-upon uptime) than on the SWO. The response time to an incident depends largely on how the provider’s on-call shift works. For example, the role of the night shift can be performed by a single engineer on duty. If the monitoring system identifies an abnormal situation as an incident that requires emergency recovery work, it notifies the engineer on duty (sms, notification, call). The engineer wakes up, gets to the computer, and gets to work. Given these factors, the SVR can go up to 30 minutes. If the provider has a full night shift working, the response time can be reduced by an order of magnitude.
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