During negotiations with a third-party vendor for on-site printer maintenance, the IT manager wants the contract to guarantee that a technician will begin working within one hour after a critical outage is reported, regardless of how long the repair ultimately takes. Which SLA element best addresses this requirement?
A response-time (also called time-to-acknowledge or mean time to respond) clause specifies how quickly the provider must start working on a reported incident. It measures the interval between the customer's ticket submission and the vendor's initial engagement. Uptime percentages deal with overall availability, mean time between failures measures reliability before a breakdown occurs, and resolution time focuses on how long it takes to restore service. Therefore, only the response-time metric ensures a technician begins troubleshooting within the desired one-hour window.
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