Response time

The amount of time, specified in a Service Level Agreement (SLA), for a service desk interaction, change, or incident to advance to another status. For example, how soon work must be assigned after the initial incident report, or how soon an incident must be resolved. If the specified amount of time elapses without a change in status, the SLA is breached.

Related terms

Breach
Service Desk interaction
Change
Incident
Service Level Agreement (SLA)