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MTTR

Definition

MTTR (Mean Time To Repair or Mean Time To Recovery) is the average time it takes to resolve an incident, from detection until the service is operational again. It's one of the core metrics for evaluating how good a support provider actually is.

Why it matters for your business

A low, consistent MTTR is worth more than a promised uptime with no data behind it: it tells you how fast your provider actually reacts when something breaks, not just how often they promise it won't.

Related service

DITAP Managed Services

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Related terms

SLAMSP

PEOPLE, PROCESS AND SUPPORT

Alongside you, before, during and after.

A clear first conversation. A written proposal. Next steps agreed together.

  1. Before: understand and define

    We discuss your needs and set out objectives, deliverables, timelines and costs in the proposal.

  2. During: coordinate the work

    We agree on responsibilities, stages and the information needed to move forward. Launch and training are defined for each project.

  3. After: know what comes next

    We agree on support channels, hours and scope so you know whom to contact.

Answers before you decide.

What will I receive before signing?

A written proposal with scope, deliverables, stages, pricing and terms, including any additional services you choose.

How is support organized?

We define contact channels, hours and support scope in the proposal, so you know what is included and how to request help.

What happens to my organization’s information?

We review what information is needed, who can access it and how it is shared. For software systems, we also agree on backup, retention and export conditions.

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