How do we Measure Response Times Sample Clauses

How do we Measure Response Times. The response times SLAs measure how long it takes Proact to ‘respond’ to an incident/change request or to ‘initiate’ a change. Proact is deemed to have ‘responded’ to an incident when a case is created in Proact’s support system and a case number is allocated. Proact is deemed to have responded to a Normal change request when a change is created in Proact’s support system, a change number is allocated, and the change has been allocated to an engineer queue for planning to commence. A Standard or Emergency change is initiated at the point at which (as recorded in the support system) Proact commences the implementation of the change. Proact will measure its response times over a three-month period (a quarter) and calculate the proportion of incidents responded to or change requests initiated within the target response time. The data will be included in quarterly service delivery reports.
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Related to How do we Measure Response Times

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