Response Time vs Resolution Time
Two of the most important figures in any SLA are response time and resolution time. They sound similar but mean very different things, and confusing them is a common source of frustration.
Knowing the difference helps you set realistic expectations when you raise a ticket.
Why People Confuse the Two
Frustration usually arises when a client hears a fast response time and assumes it means a fast fix. The two measure different stages of the same journey, and conflating them sets the wrong expectation.
We always state both figures separately, so you know when to expect acknowledgement and when to expect a resolution — even when the resolution depends on the complexity of the issue.
- Response is about being heard; resolution is about being fixed.
- A complex bug may respond fast yet take longer to solve.
- Both figures are tracked so neither is neglected.
Response Time
Response time is how long it takes us to acknowledge your request and begin work. A fast response confirms your issue is in the queue and being looked at — it does not mean the problem is solved yet.
Resolution Time
Resolution time is how long it takes to actually fix the issue. Because some problems are far more complex than others, resolution targets are usually expressed as an aim rather than a hard guarantee.
Why Both Matter
A quick response with a slow fix can be as frustrating as the reverse. Measuring both keeps support honest and gives you a fuller picture of the service you receive.
| Priority | Response Target | Resolution Aim |
|---|---|---|
| P1 – Critical | 30 minutes | 4 hours |
| P2 – High | 2 hours | 1 working day |
| P3 – Medium | 1 working day | 3 working days |
| P4 – Low | 2 working days | Scheduled |
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.