Gambit Updates
Helpdesk SLAs: response time vs resolution time
What an SLA should actually measure, and how to avoid “fast replies” that don’t fix the underlying issue.
Helpdesk SLAs: response vs resolution
A good SLA is not a marketing number—it’s an operating agreement.
Response time
- How quickly someone acknowledges the ticket
Resolution time
- How quickly the problem is solved
What to add
- Priority tiers (P1/P2/P3)
- Business hours vs 24/7 scope
- Clear exclusions (hardware lead time, vendor outages)
If you want to define an SLA that matches your business reality, /en/contact