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  • Platform

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    Support and Active Administration on customers’ premises

    AlertOps for MSP

    We’ve simplified your research process!

    We created this special ConnectWise MSP bundle. It’s everything an MSP needs in 1 simple bundle.

    ConnectWise MSP Bundle

    Enterprise

    Digital Transformation

    Gain insights into your digital operations to accelerate digital transformation​

    Intelligent Events

    Operational intelligence into the people, processes, and technologies​

    DevOps

    Work faster, smarter, and more efficiently than ever before​

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    Identify, coordinate, and uncover ways to prevent future incidents.​

    See the full list
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    Make AlertOps work for you. Keep your business humming

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    Get the flexibility to respond your way​

    Major Incident Management

    Manage the unexpected with confidence​

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    Anticipate, automate and resolve in a flash

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    Achieve service mastery

    Managed Services Provider

    Service beyond expectations

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    Protect your institution and enhance student and faculty experiences

  • Integrations

    Integrate with your favorite tools

    Easily connect with monitoring, ITSM and ChatOps tools to identify, prioritize and resolve incidents. And use our no-code, Open API to seamlessly enrich your alerts and automate workflows.
    See all Integrations
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  • Platform

    MSP

    Support and Active Administration on customers’ premises

    AlertOps for MSP

    We’ve simplified your research process!

    We created this special ConnectWise MSP bundle. It’s everything an MSP needs in 1 simple bundle.

    ConnectWise MSP Bundle

    Enterprise

    Digital Transformation

    Gain insights into your digital operations to accelerate digital transformation​

    Intelligent Events

    Operational intelligence into the people, processes, and technologies​

    DevOps

    Work faster, smarter, and more efficiently than ever before​

    IT Ops

    Identify, coordinate, and uncover ways to prevent future incidents.​

    See the full list
  • Solutions

    Make AlertOps work for you. Keep your business humming

    Don’t let your software limit what’s possible. Configure AlertOps to your vision and achieve groundbreaking results.

    AlertOps Features

    Use Cases

    IT Operations

    Get the flexibility to respond your way​

    Major Incident Management

    Manage the unexpected with confidence​

    DevOps

    Anticipate, automate and resolve in a flash

    IT SERVICE MANAGEMENT

    Achieve service mastery

    Managed Services Provider

    Service beyond expectations

    Industry

    HealthCare

    Respond faster when patient lives are on the line

    Retail

    Stay in control with real-time operational intelligence

    Energy

    Quickly mobilize during peak usage

    Entertainment

    Ready to drive positive customer experiences

    Goverment

    Streamline and optimize your process

    Education

    Protect your institution and enhance student and faculty experiences

  • Integrations

    Integrate with your favorite tools

    Easily connect with monitoring, ITSM and ChatOps tools to identify, prioritize and resolve incidents. And use our no-code, Open API to seamlessly enrich your alerts and automate workflows.
    See all Integrations
  • Pricing

    Avoid complex billing and costly add-on modules.

    See more

    Starter

    $ 0 / month
    •  
    Get Started

    Standard

    $ 5 per user / month
    •  
    Try it Free

    Premium

    $ 15 per user / month
    •  
    Try it Free
    Top Package

    Enterprise

    $ 23 per user / month
    •  
    Try it FREE
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  • Category : AlertOps Solutions

What Is Mean Time to Resolution (MTTR)?

Mean Time to Resolution

Mean time to resolution (MTTR) is a crucial service-level metric for incident management teams.

This metric helps organizations evaluate the average amount of time between when an incident is reported and when an incident is fully resolved. And the higher an incident management team’s MTTR ( Mean time to resolution) , the more likely it becomes that an organization may suffer significant downtime and outages due to unresolved incidents.

To better understand the immediate and long-lasting impact of MTTR, let’s consider a real world example.

Let’s say you’re an IT services provider with hundreds of clients and provide services via a SaaS monthly subscription model.

Your goal is to grow your business, but you also want to keep your current customer base happy by delivering the highest level of uptime.

To achieve your goals, you get the best monitoring tools available today, i.e. tools that ensure your servers aren’t overloaded, your websites are up and running, your server’s memory is within tolerance and much more.

But what happens if one of your servers crashes and brings down several of your websites at the same time?

Thanks to your state-of-the-art monitoring tools, an alert is generated almost immediately and sent to your primary support group’s email address. This is where the human element of incident management comes into play.

Now, let’s consider what will happen if your on-call IT support professional is out of the office. In all likelihood, this professional eventually will respond to the alert.

However, it may take your on-call IT support professional anywhere from a few minutes to several hours to address the alert and resolve the incident.

Meanwhile, if the incident escalates, it could cause downtime and outages that may negatively affect your organization, its employees and its customers.

But imagine what it would be like if you had an incident management system that simply didn’t stop with sending an email and washing its hands clean of the problem.

What if your alert management system was smart enough to add an automated voice call on top of the email for priority 1 level alerts? Or if it could add an SMS alert? Because when you’re living in today’s highly competitive global business landscape, can you really afford to lose even 30 minutes due to an unresolved incident?

Ultimately, MTTR is the most important metric that a services provider should be tracking.

You cannot stop catastrophes, but you can strive to resolve these incidents faster than ever before.

And with the right alert management system in place, you can ensure your entire support organization becomes one integrated unit that can easily collaborate and communicate with each other using different modes of communication, leading to improved MTTR.

As you explore incident management systems, think about MTTR. While there are lots of alert management tools on the market, choosing incident management software that delivers the perfect blend of customization and affordability could help you reduce your MTTR and limit the overall impact of critical incidents.

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