Managed Services: Response and Resolution Times Explained

In this blog, we’ll explore the importance of response and resolution times in managed IT services, what industry averages look like, and what “best-in-class” service levels should offer. We’ll also dive into how balancing speed with quality service leads to a more efficient, effective IT experience for your business. Let’s get started!

Response and Resolution Times Explained

When evaluating managed IT services, it’s crucial to understand what exactly “response time” and “resolution time” mean, as they play a key role in assessing the efficiency and effectiveness of an IT service provider.

Response Time

Response time refers to how quickly your managed service provider (MSP) acknowledges an issue once it has been reported. This is the first indication of how quickly your provider is ready to start working on the problem.

For instance, if you report a critical system failure, incident response time would measure how quickly an engineer reaches out to confirm the issue and begin troubleshooting.

Why it matters: A fast response time minimizes the time your team is left without support. The quicker the MSP acknowledges and begins addressing the issue, the faster your business can get back to normal operations.

Resolution Time

Resolution time is the total time it takes to completely resolve an issue, from the moment it is reported to when the solution is fully implemented, and the system is restored to optimal functionality.

This includes the time spent diagnosing the problem, finding a solution, and verifying that the issue is fully resolved.

Why it matters: While response time gets the ball rolling, resolution time determines how long your business experiences downtime or disruption. Efficient resolution times lead to less operational impact, allowing your business to continue running smoothly.

Industry Averages for Managed Service Providers

When considering managed IT services for your small business, it’s important to know how your provider’s response and resolution times compare to industry averages. These benchmarks can help set expectations.

They also give you insight into what you might experience with various MSPs, especially when handling critical IT issues.

Industry Average Response Times

The industry standard for response times varies depending on the severity of the issue. Here are some typical benchmarks:

High-Priority Issues: For critical issues (like server outages, data breaches, or major system failures), response times are generally expected within 1 hour. The faster the response, the quicker your business can start resolving the issue.
Medium-Priority Issues: For less urgent problems (like software bugs or moderate slowdowns), incident response teams usually aim to respond within 2 to 4 hours.
Low-Priority Issues: For minor issues or non-urgent requests, a response time within 8 to 24 hours is often considered acceptable.

Industry Average Resolution Times

Resolution times vary more significantly based on the complexity of the issue. Here’s what businesses can typically expect to see from an MSP:

High-Priority Issues: These issues should ideally be resolved within 4 to 8 hours, depending on the situation. Many MSPs have same-day resolution goals for critical issues, and some may even guarantee it as a part of their offering.
Medium-Priority Issues: For issues that aren’t as urgent but still impact operations, resolution can take anywhere from 1 to 3 business days.
Low-Priority Issues: Minor issues or routine requests can take 3 to 5 business days for full resolution.

While these industry averages offer a useful starting point, it’s important to remember that response and resolution times can vary greatly depending on the service level agreement (SLA) and the resources they have available. Businesses should look for MSPs who meet or exceed these averages for fast, reliable service.

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Best-in-Class Service Levels for Managed Service Providers

While industry averages provide a useful baseline, best-in-class service levels go above and beyond to deliver faster response and resolution times—without sacrificing the quality of service.

Businesses that partner with MSPs offering exceptional service levels can significantly reduce downtime and disruption, ensuring that their IT environment remains secure, stable, and productive.

Best-in-Class Response Times

Top-tier MSPs understand the urgency of IT issues and prioritize rapid incident response processes. Here’s what businesses should expect from best-in-class service providers:

Immediate Acknowledgment: Leading MSPs strive to acknowledge high-priority issues within minutes of receiving the report. They utilize monitoring tools that proactively alert them to problems, often catching issues before they affect your business.
Guaranteed Response Times: Many best-in-class MSPs offer guaranteed response times based on the severity of the issue. For critical issues, the response time might be as quick as 15 to 30 minutes, ensuring that your IT team is on it right away.
24/7 Availability: Top providers offer around-the-clock support, meaning that no matter when an issue arises, help is always available. This is especially important for businesses that operate outside of regular business hours or across multiple time zones.

Best-in-Class Resolution Times

While response times are important, resolution times are the true measure of an MSP’s ability to minimize disruption and restore business continuity. Best-in-class providers excel at resolving issues quickly and efficiently:

Same-Day Resolution for Critical Issues: Many top MSPs aim to resolve high-priority issues on the same day they’re reported. This can be especially important in cases like server failures or cybersecurity threats where every minute counts.
Rapid Problem-Solving: Best-in-class MSPs employ highly skilled, senior-level engineers who are able to diagnose and resolve complex issues quickly. These experts don’t just resolve the symptoms; they address the root cause to prevent future occurrences.
On-Site Support When Needed: For more complex issues that require hands-on intervention, best-in-class MSPs can send techs on-site within the next business day. This ensures that any hardware-related or network infrastructure problems are handled swiftly, without waiting for extended periods.

By choosing an MSP that provides these best-in-class response and resolution times, businesses can enjoy a level of support that keeps operations running smoothly, even when the unexpected happens.

Fast resolution doesn’t just minimize downtime—it enhances overall business productivity, helping you stay ahead of the competition.

Balancing Response and Resolution Times With Quality Service

While fast response and resolution times are important, they must always be balanced with the quality of service provided. Rushing through an issue can result in incomplete solutions, recurring problems, and an overall lower level of service. The true goal should be to address problems efficiently without compromising on the quality of the fix.

The Role of Quality in Response and Resolution Times

Best-in-class managed service providers understand that response and resolution times are just part of the equation. Ensuring that each issue is thoroughly addressed and properly resolved is just as critical to maintaining the stability of your IT environment.

Here’s why balancing speed with quality matters:

Quick Responses Without Sacrificing Thoroughness: Top MSPs use their initial response time to gather the necessary information, triage the issue, and deploy the right resources to ensure the problem is fixed right the first time.
Root Cause Analysis: Resolution times can be minimized by addressing the underlying cause of the issue, not just its symptoms. Best-in-class providers dedicate time to performing a thorough root cause analysis, ensuring that the issue doesn’t resurface and minimizing the risk of further complications.
Escalation Process: When issues can’t be solved by the first level of support, they should be escalated to more senior technicians or specialists who are better equipped to handle the situation. This ensures that the issue is addressed properly.

Why Quality Matters for Your Business

Balancing speed and quality not only results in more reliable IT solutions but also builds long-term trust between you and your MSP. By receiving timely and well-executed solutions, your business experiences less disruption, fewer recurring issues, and better performance across all systems.

A fast response that leads to a poor resolution can ultimately cost more time and money, as problems reoccur and require repeated attention. The ideal approach is a well-planned response that leads to a lasting, high-quality solution.

Get Quality IT Support in Chicago From Technical Doctor

At Technical Doctor, we believe in delivering the best of both worlds: rapid response times and high-quality, long-term solutions. Our team prioritizes fast, efficient solutions without compromising on the depth of our expertise. Whether it’s a remote fix or an onsite visit, we resolve critical issues quickly.

If you’re looking for an MSP that combines speed with quality, get in touch with us today.

A Guide to Response and Resolution Times From Managed IT Services

Response and Resolution Times Explained

Response Time

Resolution Time

Industry Averages for Managed Service Providers

Industry Average Response Times

Industry Average Resolution Times

Best-in-Class Service Levels for Managed Service Providers

Best-in-Class Response Times

Best-in-Class Resolution Times

Balancing Response and Resolution Times With Quality Service

The Role of Quality in Response and Resolution Times

Why Quality Matters for Your Business

Get Quality IT Support in Chicago From Technical Doctor

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