Mean Time to Respond. The length of time between End User opening a Trouble Ticket and End User receiving acknowledgement of the Trouble Ticket; this time is calculated as an average of all response time for the End User’s Trouble Tickets in the preceding calendar month.
Appears in 2 contracts
Mean Time to Respond. The length of time between End End-User opening a Trouble Ticket and End End-User receiving acknowledgement acknowledgment of the Trouble Ticket; this time is calculated as an average of all response time times for the End End-User’s Trouble Tickets in the preceding calendar month.
Appears in 1 contract
Sources: Services Level Agreement