Ticket Resolution Time definition
Ticket Resolution Time is a Commitment that represents the maximum amount of time it will take for the Supplier to fix the problem so that the Ticket can be closed. As the full Resolution of a Ticket will vary based on the nature of the underlying issue and may involve external dependencies, the Ticket Resolution Time is a target time. In any case, the Supplier will commit to provide the Client within the Ticket Resolution Time timeframe a written plan for full Ticket Resolution.
Ticket Resolution Time. - means time taken by the Helpdesk to resolve (diagnosing, troubleshooting, and fixing) a service request for any incident.