Mean time to resolution (MTTR) is the average time from when a service issue is reported to when it's fully fixed. In field service, it covers triage, dispatch, travel, diagnosis, repair, and verification, and it's a core SLA metric.
MTTR adds up every delay in the service process. A long MTTR usually points to slow triage, unnecessary dispatches, or time lost onsite hunting for the right procedure or waiting on an expert.
Downtime shows up as lost production, lost transactions, or fewer patients seen. MTTR translates directly into what an equipment failure costs the customer.
ResolveGrid shortens time to resolution by solving issues remotely when possible and getting onsite technicians to the fix faster. Early customers have also reported a 63% reduction in service time, a related measure that focuses on the time spent working the issue.