Mean Time to Restore. The mean time to restore (MTTR) measurement is the average time between the start of a service impacting issue and the resolution of the issue. There are two (2) priority levels of Trouble Ticket severity (Critical and Major). MTTR objectives for each severity level is: Severity 1 β Critical Average within 2 hours Severity 2 β Major Average within 4 hours
Appears in 3 contracts
Sources: Service Level Agreement (Sla), Service Level Agreement (Sla), Service Level Agreement (Sla)