What is MTTR (Mean Time to Resolution)?
Mean Time to Resolution measures the average elapsed time from an issue being reported to being fully fixed. Alongside first-response time, it is the headline metric of support quality — and the figure to scrutinise in your provider’s monthly reports.
Why MTTR matters for Australian businesses
Managing IT in-house requires specialist skills, 24/7 availability, and significant investment in tools and training. For most SMBs, partnering with a managed service provider delivers better outcomes at a lower cost, with access to enterprise-grade expertise and proactive support that keeps your business running smoothly.
For small and medium businesses in particular, MTTR can make a real difference in maintaining a secure, efficient, and resilient IT environment. Whether you are reviewing your current setup or planning improvements, understanding the role of MTTR in your broader IT strategy will help you have more informed conversations with your IT provider and make better decisions for your business.
Related terms
SLA • Ticketing System • Help Desk / Service Desk
How All IT Services can help
At All IT Services, we help businesses across Sydney, Brisbane, Melbourne, and regional NSW implement and manage MTTR as part of our comprehensive managed IT support services. If you have questions about how this fits into your IT strategy, contact our team for a no-obligation consultation.
Frequently Asked Questions
What is MTTR?
The average time from ticket creation to full resolution — the truest simple measure of how quickly support actually returns people to productivity.
What is a good MTTR?
It varies by issue mix, but mature SMB providers commonly resolve most everyday issues within hours, with priority incidents handled to tighter SLA targets.
What is the difference between response and resolution time?
Response is when work begins; resolution is when the problem is gone. SLAs quoting only response times deserve careful questioning.