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Average Time to Resolve Incident

Average Time to Resolve Incident Metric September 2022 through February 2023

Average time to resolve an incident September 2022 through February 2024

About This Metric

The Average Time to Resolve Incident metric measures the average amount of time to resolve something that has broken.

This metric doesn’t necessarily indicate the time it took to fix interruptions or service issues but instead measures the time between the analyst or technician logging the incident and then confirming with the customer that that incident is resolved.

As we often don’t receive confirmation from customers that an incident is resolved until at least the next day, that time lag may impact the overall average duration.

September 2022

  • Average business duration: 16 hours, 45 minutes

October 2022

  • Average business duration: 19 hours, 12 minutes

November 2022

  • Average business duration: 21 hours, 27 minutes

December 2022

  • Average business duration: 24 hours, 24 minutes

January 2023

  • Average business duration: 26 hours, 19 minutes

February 2023

  • Average business duration: 17 hours, 57 minutes

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