Mean time to repair (MTTR)

What is Mean Time to Repair (MTTR)?

MTTR stands for Mean Time to Repair, a critical metric in IT operations, engineering, and maintenance. It refers to the average time required to diagnose and fix a failed component or system, thereby restoring it to full operational functionality. MTTR is a foundational key performance indicator (KPI) that helps organizations measure the efficiency of their repair processes and their capability to minimize system downtime.

MTTR is utilized by a wide range of professionals—from IT teams and DevOps engineers to maintenance technicians and operations managers—to evaluate how quickly systems can recover after a failure.

How MTTR Is Calculated?

Wondering what the formula is to calculate MTTR? The basic MTTR formula is:

MTTR = Total Downtime / Number of Repairs

This calculation is applied over a specific period (e.g., a week or a month) to assess average performance. For example, if your server experienced five outages in a month, totalling 10 hours of downtime, your MTTR would be 2 hours.

MTTR applies across various industries and systems, ranging from manufacturing equipment to IT infrastructures, and is often calculated within frameworks such as ITIL, DevOps, and reliability engineering.

MTTR vs. Other Metrics: MTBF, MTTF, MTTA

To be considered in a broader context, MTTR must be compared to other related metrics. Each of these metrics offers insights into various aspects of system reliability and performance:

• MTTR (Mean Time to Repair): Measures the average time taken to repair a failed component and restore it to normal operations.
• MTBF (Mean Time Between Failures): Indicates the average time between system failures during normal operation, reflecting the reliability of a system.
• MTTF (Mean Time To Failure): Relates to non-repairable components, representing the average time before the system or part fails permanently.
• MTTA (Mean Time To Acknowledge): Measures the average time taken to acknowledge that an incident has occurred after an alert is generated.

Here’s an overview of these common metrics and their application.

Comparison Table of MTTR vs Related Metrics

Metric	Full Name	Purpose	Applies To	Formula/Focus
MTTR	Mean Time to Repair	Measures average repair time after a failure	Repairable systems	Total downtime / Number of repairs
MTBF	Mean Time Between Failures	Measures reliability by calculating average time between system failures	Repairable systems	Total uptime / Number of failures
MTTF	Mean Time To Failure	Measures expected lifespan of non-repairable systems	Non-repairable components	Sum of operational time before failures / Number of items
MTTA	Mean Time To Acknowledge	Measures responsiveness in identifying incidents	All systems	Time from alert generation to acknowledgement

Are They the Same? Mean Time to Repair vs. Mean Time to Recovery vs. Mean Time to Resolution

The acronym MTTR can represent several terms: Mean Time to Repair, Mean Time to Recovery, and Mean Time to Resolution. It’s important  to differentiate between these variations of MTTR, as they are frequently used interchangeably despite referring to different phases of the incident lifecycle:

• Mean Time to Repair: Time spent on the physical or logical act of fixing the issue.
• Mean Time to Recovery: Broader timeframe from failure to full system recovery, including reboot and verification.
• Mean Time to Resolution: Entire lifecycle from incident detection to resolution, including diagnosis, repair, validation, and closure.

Each version plays a role in incident response metrics, especially in cloud operations, DevOps, and SaaS environments. In cloud environments, where scalability and availability are critical, monitoring each stage—from acknowledgment to resolution—ensures uptime and compliance with service-level agreements. In DevOps workflows, tracking these metrics helps development and operations teams pinpoint delays in deployment pipelines, respond faster to issues, and continuously improve system reliability. For SaaS providers, these metrics directly influence customer satisfaction, as they allow teams to minimize downtime, maintain service quality, and prioritize fixes based on impact and frequency.

Enabling observability allows to understand different KPIs in relation to each other.

How MTTR Fits in the Maintenance Cycle

MTTR is a fundamental part of the maintenance management lifecycle, positioned between:

Failure detection: This stage focuses on recognizing that a fault or outage has occurred. Metrics such as MTTA (Mean Time to Acknowledge) are essential here, as they measure how quickly teams respond to alerts and begin troubleshooting.

Repair execution: This phase is where MTTR is most significant. It encompasses diagnosing the problem, acquiring necessary tools or parts, executing the repair, and confirming that the issue has been resolved. A lower MTTR reflects an efficient repair process.

System recovery and verification: After repairs, systems must be rebooted, tested, and thoroughly verified to ensure normal operations have resumed. This phase may influence Mean Time to Recovery or Mean Time to Resolution metrics.

MTTR is crucial for monitoring the performance of maintenance teams, analyzing failure and repair trends, and enhancing workflows through automation, alerts, and data-driven decision-making. CMMS platforms enable organizations to streamline incident response, minimize downtime, and allocate resources more effectively based on past MTTR performance.

Use Cases: How MTTR Is Used Across Industries

MTTR is a versatile metric that finds application in a variety of industry settings, each with its own operational priorities and requirements.

In DevOps:

• Identifying bottlenecks in CI/CD pipelines is essential to accelerate delivery cycles. MTTR helps flag recurring problem areas and shorten feedback loops.
• Faster deployment rollback and recovery from failed releases minimizes user impact and protects service quality.

In IT Infrastructure:

• MTTR is used to evaluate the effectiveness of incident response playbooks and optimize alert prioritization.
• Reducing MTTR means less unplanned downtime and higher availability of mission-critical systems.

In Cloud Services:

• MTTR is key for meeting uptime guarantees specified in SLAs. It ensures infrastructure teams act promptly and resolve issues within contractual limits.
• Cloud service providers use MTTR to reduce customer churn by swiftly resolving service interruptions and performance degradations.

In Manufacturing and Operational Technology (OT):

• MTTR drives efficiency in root cause analysis and standardized repair protocols, reducing production losses.
• Accurate MTTR tracking informs inventory decisions for spare parts and maintenance scheduling.

In SaaS and E-commerce Companies:

• MTTR directly impacts user experience and business continuity. A prolonged MTTR can lead to revenue loss and brand damage.
• Customer support and engineering teams rely on MTTR data to assess service health, streamline triage efforts, and escalate issues effectively.

Tools or Products Commonly Used to Measure MTTR

Accurate MTTR tracking requires the ability to monitor incidents, log response times, and correlate actions across systems. The following categories of tools support MTTR measurement. It is good to know that Centreon offers a connected platform that allows for the integration of all these different tools.

• Observability platforms provide real-time monitoring, alert correlation, and customizable dashboards to measure downtime and repair cycles across IT and OT environments.
• IT Service Management (ITSM) Tools track incidents, assign tasks, and log resolution times to calculate MTTR and ensure SLA compliance.
• CMMS (Computerized Maintenance Management Systems) are used in manufacturing and facilities, these tools log work orders, track asset performance, and measure time to repair at the equipment level.
• Incident Response and collaboration focus on alert management and on-call coordination, helping reduce MTTA and MTTR by ensuring the right people respond promptly.
• Custom Dashboards and BI Tools are often used alongside other systems to visualize MTTR trends and performance metrics tailored to specific business needs.

Real-World MTTR Examples from Centreon

1. Zeppelin Systems

Zeppelin Systems, a global leader in plant engineering, adopted Centreon to modernize its IT monitoring practices. The flexibility and scalability of Centreon’s platform allowed them to adapt to evolving digital business needs, resulting in more efficient incident detection and resolution processes.

“Centreon has been a smart choice for us from day 1 in our monitoring. We’ve been able to leverage the platform to match our needs over a long period of time, even as our company grew globally and our technological stack evolved-first doing things on our own, then tapping the expertise of a Centreon expert, Cancom, and now furthering the evolution of our monitoring platform through adopting the Centreon IT Edition. Centreon has been meeting our needs for over a decade.”
Dierk Uhr, Director, IT & Organization Department, Zeppelin Systems

Read the full case study.

2. Monoprix

Monoprix, a prominent European retailer, uses Centreon to monitor a vast network of 17,000 devices across 725 stores. This extensive monitoring capability ensures rapid identification and resolution of issues, thereby minimizing MTTR and maintaining optimal digital experiences for customers.

“Our monitoring scope is extensive, with 17,000 devices in 725 stores and over 130,000 services, we can’t afford to lose sight of any of these elements. Without Centreon, we’d really be in the dark and operating operating effectively would be very challenging. Centreon monitoring has become an important, if not critical, part of our IT organization and performance, especially to ensure a zero-defect customer experience”.
Laurent Lelong – Infrastructure and Network Manager – Monoprix IT Department

Read the full case study.

3. Gerflor

GERFLOR, a global flooring manufacturer, implemented Centreon to achieve comprehensive IT visibility across 47 international sites. The platform’s openness and data correlation capabilities have significantly streamlined their monitoring processes, leading to quicker issue detection and reduced repair times.

“Centreon’s openness, data collection and correlation engine, and monitoring connectors (Plugin Packs) are key features that are saving us a lot of time in monitoring and controlling IT systems. Thanks to these features, we’ve been able to automate tedious tasks and implement advanced functionalities that brought benefits to all our teams.”
Khalid Bounoun – Monitoring and Cybersecurity Engineer

Read the full case study.

4. FM Logistic

FM Logistic, a leading supply chain solutions provider, implemented Centreon’s IT monitoring solution to achieve a unified IT vision across 183 sites in 14 countries. The comprehensive monitoring platform, real-time visibility, and SLA-driven management led to improved IT performance and operational efficiency. These enhancements have contributed to more effective incident management and reduced service disruptions.

“IT is an integral part of service in our business. Choosing Centreon brought us the benefit of a single, centralized monitoring platform to oversee a hybrid IT estate. We have improved visibility and proactivity in ensuring the right data is available at the right time, the key for optimized customer experience.”
Olivier Hamel, DSI Technical Solutions Activity Leader

Read the full case study.

5. RNP (Rede Nacional de Ensino e Pesquisa)

RNP, Brazil’s national research and education network, implemented Centreon’s IT monitoring solution to streamline operations. The decentralized architecture, automated alerts, and enhanced incident correlation led to improved service quality and operational efficiency across Brazil. These improvements have facilitated quicker incident detection and resolution, contributing to reduced MTTR.

“Centreon is not only a highly reliable IT monitoring platform, but also is a cost-effective solution that provides visibility into how resources are used and spent, supporting optimization efforts and limiting the need to add more tools into the observability mix. The RNP team particularly likes transforming data into IT monitoring dashboards.”
Alisson Mesquita, Networking Monitoring Center Manager

Read the full story.

Benefits of Measuring and Monitoring MTTR

Tracking and optimizing MTTR offers a wide range of operational and strategic advantages for organizations:

• Reduced unplanned downtime: When systems fail, every minute counts. Monitoring MTTR helps teams quickly identify bottlenecks in the repair process, leading to shorter outages and less disruption.
• Improved reliability and operational availability: Low MTTR means systems are restored quickly, contributing to higher overall uptime and a more resilient IT environment.
• Enhanced team efficiency: MTTR provides insights into the performance of technicians and support staff. Teams become better equipped to diagnose problems faster, coordinate efforts, and deploy targeted interventions.
• Faster time to resolution: Continuous MTTR tracking enables organizations to fine-tune their incident response workflows, removing friction and accelerating time-to-fix.
• Better planning of spare parts and staffing: By understanding which systems fail most frequently and how long they take to repair, organizations can stock the right parts and schedule staff more effectively.
• Stronger SLAs and customer satisfaction: Meeting or exceeding service-level targets depends on how quickly problems are resolved. Low MTTR improves service dependability and builds trust with internal users and external customers.
• Improved correlation with business performance metrics: MTTR is not just a technical measure. Downtime impacts revenue, productivity, and customer experience. Reducing MTTR contributes directly to improved business outcomes.

Risks of Ignoring MTTR

Failing to monitor or improve MTTR can result in serious consequences:

• Extended downtime that hampers productivity and frustrates users.
• Poor visibility into operational weaknesses and maintenance inefficiencies.
• Inability to meet SLA targets, resulting in penalties or customer churn.
• Increased costs due to reactive troubleshooting, emergency staffing, or rushed parts procurement.
• Reduced system availability and compromised service reliability.

Ignoring MTTR removes a vital feedback loop that helps organizations continuously improve. Without it, businesses are less agile, less informed, and more vulnerable to recurring failures.

Learn more on the importance of observability to gain broader context on different IT KPIs.

Addressing the Challenges in MTTR Measurement

To effectively manage and reduce MTTR, it’s important to first understand the obstacles that prevent organizations from capturing reliable data and acting on it meaningfully:

• Inconsistent data collection often stems from decentralized or outdated systems. When repair times are not captured in a uniform manner across teams or regions, MTTR becomes less useful as a comparative or diagnostic tool.
• Manual logging errors are a common issue in organizations that still rely on spreadsheets or ad hoc documentation. These errors introduce data integrity risks and make it difficult to track MTTR over time.
• A lack of integrated monitoring tools means that different parts of the incident lifecycle—alert generation, technician response, root cause identification, and repair—exist in silos. Without integration, there’s no seamless way to connect downtime events with their resolutions.
• Alert fatigue can overwhelm IT teams with noise, making it difficult to detect genuine issues in time. This leads to delays in repair initiation and higher MTTRs.
• The inability to isolate the root cause of incidents often means that time is wasted addressing symptoms rather than underlying problems, causing longer repair cycles.
• Variability in how MTTR is defined and tracked across departments reduces the effectiveness of the metric. Some teams may measure from alert to resolution, while others measure only repair execution, leading to inconsistent benchmarks.

Learn more on MTTR measurement in the context of IT and OT convergence.

Solutions to Overcome MTTR Measurement Challenges

To make MTTR an accurate and actionable metric, organizations can adopt the following strategies that directly address common measurement obstacles:

• Automate data collection: Use monitoring tools that automatically log downtime events, repair times, and resolution steps. Automation ensures consistency, eliminates manual errors, and provides real-time accuracy.
• Standardize definitions and workflows: Establish a clear organizational definition of what constitutes a “repair” and how MTTR is measured. Ensure all teams follow consistent processes when responding to and recording incidents.
• Integrate monitoring and service management systems: Deploy a unified observability platform that connects monitoring tools with ITSM or CMMS systems. This integration helps correlate incidents with response actions and streamlines data tracking.
• Prioritize and filter alerts: Use intelligent alerting mechanisms and correlation rules to reduce alert fatigue. Highlight high-priority issues to ensure faster detection and resolution without overwhelming teams.
• Conduct regular root cause analysis (RCA): Build RCA into your post-incident reviews. By identifying and addressing underlying issues, teams reduce repeat incidents and lower long-term MTTR.
• Enable performance dashboards and reporting: Use centralized dashboards to visualize MTTR trends by team, region, or system. These insights help identify bottlenecks and guide continuous improvement efforts.
• Train and empower technicians: Equip your teams with the knowledge and tools they need to act quickly. This includes access to documentation, collaboration platforms, and historical incident data.

By investing in these solutions, organizations can transform MTTR from a simple repair-time metric into a key driver of operational excellence and service reliability.

Learn more on optimizing network monitoring.

Learn more on cloud monitoring.

MTTR for Managed Service Providers (MSPs): Challenges and Opportunities

For Managed Service Providers (MSPs), MTTR is both a critical service metric and a strategic differentiator. Accurately tracking and optimizing MTTR allows MSPs to demonstrate performance, strengthen client relationships, and acquire new business. However, achieving this presents unique challenges and opportunities.

Challenges:

• Client diversity: MSPs serve a range of clients with varied infrastructures, tools, and service expectations, complicating standardized MTTR tracking.
• Data fragmentation: Monitoring tools and service desk platforms may vary from one client to another, resulting in inconsistent or incomplete data collection.
• Alert overload: Supporting numerous environments can create excessive noise, leading to slower response times and inflated MTTR values.
• SLA alignment: Meeting client-specific SLA requirements across different time zones and technologies can stretch internal resources.

Opportunities:

• Centralized platforms: Implementing a unified monitoring and incident management solution across all clients helps standardize MTTR tracking.
• Automated reporting: Real-time dashboards and scheduled reports can highlight MTTR performance per client, enhancing transparency and accountability.
• Proactive value-add: By using MTTR trends to provide preventive maintenance and optimization recommendations, MSPs can boost customer retention.
• Service differentiation: Demonstrating consistently low MTTR supports competitive pricing and positions the MSP as a reliable, high-performing partner.
• With the right tools and strategies, MTTR becomes a metric that not only reflects service quality but also drives business growth for MSPs.

Learn more on monitoring adapted to the unique needs of MSPs.

Discover how MSPs manage MTTR challenges and opportunities.

Who Uses MTTR and Why It Matters

MTTR is a cross-functional metric that serves the needs of a wide range of stakeholders, each using it to meet distinct operational or strategic goals:

• IT Operations Teams IT operations teams rely on MTTR to assess system stability and identify recurring issues. By monitoring how long systems remain out of service, they can detect patterns, refine monitoring strategies, and prioritize preventative maintenance to reduce service interruptions.
• DevOps Teams In DevOps environments, MTTR is a crucial feedback metric for evaluating release impact and the effectiveness of automation in deployment pipelines. A short MTTR indicates smoother recovery from failed changes, helping teams iterate quickly and improve delivery reliability.
• Maintenance Technicians On the front lines of incident response, maintenance technicians use MTTR to track the efficiency of interventions and equipment performance. It helps inform training needs, optimize toolkits, and identify machinery that may require replacement or more proactive servicing.
• Business Managers For business leaders, MTTR is a strategic KPI that reflects service quality and operational risk. It feeds into performance dashboards, supports capacity planning, and informs investment decisions tied to service continuity and customer satisfaction.
• Customer Support and Service Desks Support teams use MTTR to evaluate the responsiveness and efficiency of their incident handling workflows. A lower MTTR often translates to faster customer resolutions, better satisfaction scores, and reduced ticket backlog.

By aligning MTTR with the priorities of each role, organizations ensure that it drives measurable value across both technical and business dimensions.

What is MRO and How Can MTTR Help?

MRO stands for Maintenance, Repair, and Operations—a category that encompasses the activities, tools, and processes required to keep systems and equipment running efficiently. MRO spans both preventive and corrective tasks and is essential to the ongoing functionality of physical infrastructure and IT systems alike.

MTTR plays a central role in improving MRO effectiveness by offering actionable data on how quickly systems are brought back online after failure. Here’s how MTTR contributes to better MRO management:

• Determining lead time for parts: Consistent MTTR tracking highlights delays caused by unavailable or slow-to-arrive replacement parts. This data helps procurement teams optimize inventory planning and reduce downtime caused by supply chain gaps.
• Assessing the efficacy of repair processes: MTTR sheds light on the performance of maintenance procedures, revealing whether repair methods are efficient and if technicians are properly equipped and trained.
• Reducing inventory costs while improving uptime: By analyzing historical MTTR data, organizations can more accurately forecast which parts and tools are most frequently used and avoid overstocking infrequently needed items.
• Improving the bottom line by ensuring operations run smoothly: Downtime translates into lost productivity and revenue. Lower MTTR results in higher system availability and a more stable operational environment, supporting the organization’s financial and strategic goals.

When integrated into a broader MRO strategy, MTTR becomes a valuable input for continuous improvement efforts, helping teams refine maintenance protocols, streamline logistics, and increase organizational resilience.

Prevention and MTTR

Preventive strategies play a crucial role in reducing MTTR by proactively identifying issues before they escalate into major failures. By shifting from reactive to preventive maintenance, organizations can significantly shorten the time it takes to detect, diagnose, and resolve incidents.

• Improving monitoring and alerting: Platforms like Centreon help organizations implement advanced monitoring systems that detect anomalies early and trigger actionable alerts. Early detection means repairs can begin before service is fully disrupted, reducing overall MTTR.
• Training staff to diagnose issues faster: Skilled technicians who understand the systems they manage are more effective at identifying the root cause of issues. Regular training, access to knowledge bases, and clear escalation paths all contribute to reducing the time between detection and resolution.
• Using predictive analytics to catch issues early: Predictive maintenance uses historical data and machine learning algorithms to forecast potential failures. This approach helps teams intervene before breakdowns occur, keeping MTTR low by minimizing unplanned interruptions.

By implementing preventive strategies, organizations reduce the frequency and severity of incidents, streamline repair workflows, and reduce the cumulative impact of downtime. Prevention is not only about stopping failures—it’s also about enabling faster recovery when failures do happen.

Strategies to Reduce a High MTTR

When MTTR values are consistently high, it indicates inefficiencies in detection, diagnosis, or repair. Addressing this requires targeted improvements in how incidents are handled and resolved. Below are practical strategies organizations can implement to lower MTTR and improve service reliability:

• Implement standardized repair workflows: Establish clear, repeatable procedures for responding to different types of incidents. Standardized workflows help reduce confusion, ensure consistency, and speed up the time to resolution.
• Equip technicians with augmented reality tools: AR technology can provide real-time visual instructions, remote expert guidance, or interactive diagnostics, enabling technicians to perform complex repairs more efficiently.
• Automate alert routing to the right person: Use monitoring and incident management tools to automatically direct alerts to the appropriate technician or team based on skill set, system ownership, or location. This minimizes delays in initiating repairs.
• Use real-time data from monitoring tools: Empower teams with dashboards and analytics that provide a live view of system health. This accelerates diagnostics and facilitates quicker decision-making during incident response.
• Ensure root cause analysis is done after every incident: RCA helps teams understand why a failure occurred and prevent similar issues in the future. Over time, this reduces the average time spent on repetitive problems and lowers overall MTTR.

Reducing MTTR requires a blend of technology, process, and people. By implementing these strategies, organizations can make tangible improvements in operational efficiency, service continuity, and customer satisfaction.

How to Modernize MTTR Tracking

As organizations scale and adopt more complex technologies, traditional methods of tracking MTTR may no longer be sufficient. Modernizing MTTR practices involves leveraging automation, advanced analytics, and integrated systems to create a more responsive and intelligent maintenance ecosystem. Here are several ways to modernize MTTR tracking and make it a more valuable performance indicator:

• Use a centralized observability platform like Centreon: Centralized platforms consolidate monitoring data across infrastructure, applications, and services, making it easier to detect issues, correlate alerts, and track resolution timelines.
• Integrate machine learning to identify patterns: Machine learning algorithms can analyze historical incident data to predict potential failures and detect anomalies, enabling faster root cause identification and proactive maintenance.
• Set smart KPIs and automated reports: Define measurable goals tied to MTTR and automate reporting to ensure stakeholders have real-time insights. This supports continuous improvement and allows for timely corrective action.
• Integrate with ITSM tools and work order systems: Connecting MTTR tracking with IT service management platforms ensures a seamless workflow from incident detection to resolution and documentation. It also helps in measuring team performance and compliance with SLAs.
• Train teams to interpret and act on MTTR data: Make MTTR a visible and actionable metric by educating teams on its importance, how it’s measured, and how they can influence it through their roles.

By modernizing MTTR tracking, organizations can improve decision-making, reduce downtime, and build a more proactive and resilient operational environment.

What Else Can You Do About MTTR?

MTTR is more than just a repair-time metric—it’s a lens into your organization’s efficiency, resilience, and readiness. Reducing MTTR leads to better service delivery, lower costs, and improved customer satisfaction.

Platforms like Centreon empower teams to accurately track and reduce MTTR with real-time visibility, integrated alerts, and actionable insights.

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Frequently Asked Questions (FAQ)

What does MTTR stand for?

MTTR stands for Mean Time to Repair, a metric representing the average time required to repair a failed system or component.

How do you calculate MTTR?

Use the formula: MTTR = Total Downtime / Number of Repairs. This gives the average repair time for a system over a specific period.

What is the correct calculation for MTTR?

The correct calculation for MTTR (Mean Time to Repair) is:

MTTR = Total Downtime / Number of Incidents

This metric tells you the average time it takes to recover a system or service after a failure.
It includes all time spent diagnosing, fixing, testing, and restoring functionality — from the moment the incident is detected until full recovery.

For example, if your IT team resolves 4 incidents in a total of 8 hours, the MTTR calculation would be:

MTTR = 8 hours / 4 incidents = 2 hours

Tracking this calculation over time helps IT teams:

• Benchmark their response capabilities
• Reduce system downtime
• Improve SLA compliance

Pro tip: MTTR is only meaningful when based on consistent, time-stamped data across incident types and systems.

What is a good MTTR?

This depends on your industry, but generally shorter MTTR is better. In high-availability environments, MTTR under 1 hour is ideal.

What’s the difference between MTTR and MTBF?

• MTTR measures how fast you fix issues.
• MTBF (Mean Time Between Failures) measures how often issues occur.

What is the difference between SLA and MTTR?

SLA defines expected service performance (like 99.9% uptime), while MTTR helps measure whether you’re meeting those commitments.

What’s the difference between MTTR and mean time to recovery?

Recovery includes not just repair, but also restart, validation, and re-entry into normal operations. Repair is more narrowly focused.

How does Centreon help track MTTR?

Centreon provides real-time monitoring, alert correlation, and visualization dashboards that help teams detect, respond to, and resolve issues faster.

What are other incident response metrics?

Other related metrics include:

• MTTA (Mean Time to Acknowledge)
• MTTF (Mean Time to Failure)
• MTBF (Mean Time Between Failures)
• Mean Time to Resolution