SLA metrics that matter: first response, MTTR, resolution and reopen rate.

Metrics only help if they measure what you care about.

Core measures

• First response time: how fast someone acknowledges and begins work.
• Time to restore: how long until service is working again, even by a work-around.
• Time to resolve: how long until the root cause is fixed.
• MTTR: mean time to repair across incidents, useful for trends.
• First-contact resolution: share solved without escalation.
• Reopen rate: tickets reopened after closing, a quality signal.
• Backlog and ageing: how many tickets are old.
• Customer satisfaction: a short rating after closure.

Measure fairly

Agree the clock: support hours or calendar hours, and when it pauses, for example while waiting for you.

Beware gaming

Closing tickets quickly and reopening them, or classing issues at low priority, improves numbers without improving service. Combine speed with quality measures.

Use them

Review monthly, look for repeat causes, and adjust targets and resources. Metrics are for improving service, not for blame.