Client Mean Time to Resolve (MTTR)

The Client Mean Time to Resolve (MTTR) metric calculates data considering the time frame from receiving an escalation to resolving it. The Client Mean Time to Resolve (MTTR) metric shows:

The client’s average time to resolve escalations for the last 30 days compared to the average time to resolve escalations during 61–90 days not including the time period of the previous 60 days.
The decrease or increase of the percentage correlation of the client’s average time to resolve escalations for the last 30 days compared to the 90-day trend of that datapoint.

Note: The percentage is calculated by the following formula:

(B-A)/A*100%
Where the A is time average of the difference between remediation time and creation time for escalations during 61–90 days for a selected client not including the time period of the previous 60 days.
Where the B is time average of the difference between remediation time and creation time for escalations during the last 30 days for a selected client.

The Fortified Ecosystem’s average time to resolve escalations for the last 30 days compared to the Fortified Ecosystem’s average time to resolve escalations during 61–90 days not including the time period of the previous 60 days.
The decrease or increase of the percentage correlation of the Fortified Ecosystem’s average time to resolve escalations for the last 30 days compared to the 90-day trend of that datapoint.

Note: The percentage is calculated by the following formula:

(B-A)/A*100%
Where the A is time average of the difference between remediation time and creation time for escalations during 61–90 days within the Fortified Ecosystem not including the time period of the previous 60 days.
Where the B is time average of the difference between remediation time and creation time for escalations created during the last 30 days within the Fortified Ecosystem.