When does "Repair Time" start?greenspun.com : LUSENET : Service Level Management : One Thread
You will commonly see the metrics of "Response Time" and "Repair Time" used as Support Metrics…
I understand that Repair Time starts at the point of logging the call A friend disagreed saying it starts when the Engineer STARTS work on the problem.
What is the correct understanding from the ITIL/SLM Perspective?
An example to elucidate my problem can be: if I log the call at 9am. And we promise a Response Time of 1 hour & Repair of 4 hours.
It means someone will get back to the customer within 1 hour, i.e. by 10am. And they will fix the problem by 1pm.
Am I correct in my understanding here?
-- Bob Duncan (firstname.lastname@example.org), November 28, 2004