What is Response Time?
Response time refers to how long it takes for a tech or server to respond to a client’s ticket request or inquiry. Response time is a widely tracked KPI for MSPs and its two most emphasized varieties are:
- First response time (FRT): How long does it take for an MSP to first respond to client correspondence?
- Average response time: What’s the average time it takes to respond to any client correspondence?
To calculate average response time, follow this formula:
Total time taken to respond during X period
# of replies sent during X period
The average response time in the IT industry is about 3-5 hours.