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Support response time and resolution time are two different measurements. Understanding the distinction is essential when evaluating support expectations or interpreting a Service Level Agreement. What is response time? Response time generally measures the period between a qualifying support request and the initial response defined by the applicable support terms. Depending on the agreement, the response may acknowledge the incident, request additional information, or communicate that investigation has started. A response does not necessarily mean that the issue has been fixed. What is resolution time? Resolution time generally measures the period required to bring an issue to a defined resolution. The meaning of resolution may depend on the applicable support agreement and the nature of the incident. A resolution may involve correcting a defect, changing a configuration, restoring functionality, or providing another outcome recognized by the agreement. Example Imagine that an organization reports a failed business process. The Support team may respond to the ticket and begin investigating the problem. That initial response is distinct from identifying the underlying cause, implementing a correction, and verifying that the process operates correctly. These events may occur at different times. Does a response-time SLA guarantee a fix within the same period? No. A response-time commitment should never be interpreted as a resolution-time guarantee unless the applicable agreement explicitly states otherwise. Can an issue take longer to resolve than to acknowledge? Yes. Some incidents require technical investigation, integration troubleshooting, configuration review, or coordination with an external provider. How should I evaluate my organization's support terms? Check: 1. What event starts the response-time measurement. 2. Which support hours apply. 3. Whether different severities have different targets. 4. What qualifies as an initial response. 5. Whether any resolution commitment exists. 6. Which exceptions or exclusions apply. Recommended practice When planning business-critical operations, distinguish the time required to receive support attention from the time required to restore the affected functionality.