Response Time VS. Resolution Time Explained for IT Support

Response time and resolution time in IT support are essential to understand. Every IT provider measures them differently. Ethan defines and explains these terms to highlight their importance and how they are measured differently across the industry.

Response & Resolution Time

Response Time:
The time between when you submit a ticket and when it is actively worked on by a qualified technician. It's important to note the "response" timer stops when a technician starts working on your issue, not when we receive and triage the ticket. Other IT companies might stop the clock when a receptionist answers the phone.

Resolution Time:
The total time spent actively working to solve your request, including conversations, waiting on answers to questions and the time spent working on the ticket.

The easiest way to explain this is with an example:

Response Time Example: Ticket received at 8:00 a.m., handled and triaged by 8:15 a.m. to get the ticket to the right technician, and a technician opens the ticket at 8:43 a.m. and calls you. The response time would be 43 minutes.

Resolution Time Example: The same technician who picked up the ticket at 8:43 a.m. works on the issue, finishes the notes, and closes the ticket at 9:00 a.m. The resolution time would be 1 hour.

Notice that the clock keeps running the entire time you're waiting because you don't have a resolution yet. That's how response time and resolution time are calculated here at ComTech.

Performance Metrics

ComTech's average response time over the past year or two was about 43 minutes, and average resolution time was 1.92 hours. We are very happy with these results as we can respond well within an hour and resolve issues quickly. These issues range from password resets to server downtimes and phone outages.

*The US Average Resolution Time is 16 hours!

The Importance of Response and Resolution Time

When selecting an IT support company for your business, understanding the way they describe response and resolution times are crucial. These metrics directly impact how quickly and effectively your issues are addressed, minimizing downtime and ensuring your operations run smoothly. Prompt response times mean your concerns are acknowledged quickly, while efficient resolution times ensure problems are solved in a timely manner.

By prioritizing these factors, you can choose an IT support provider that delivers reliable and responsive service, helping your business maintain productivity and avoid costly disruptions.

If you are curious as to how ComTech's triage and ticket process works, watch this detailed video (only 8-minutes): https://youtu.be/1eV5Uqv7KIM

For more information on IT support or if you need assistance, don't hesitate to reach out at www.comtechnc.com/contact-us/.