MTTA
Service Operations
MTTA (Mean Time To Acknowledge)
Mean Time To Acknowledge
Average time from incident or request creation until it is acknowledged by the responsible team.
Examples
- 01MTTA for critical IT incidents is 4 minutes, from the alarm to an engineer confirming they are on it.
- 02Supervisors review MTTA by team and time of day, and nights show the longest delays.
- 03When MTTA for critical incidents exceeds 10 minutes, the on-call process is changed to call a second engineer automatically.