StarLabs Glossary / Managed IT Terms
Response Time vs Resolution Time
How fast someone starts on your problem, compared with how fast it is actually fixed.
Response time is how long an IT provider takes to acknowledge an issue and have a technician start working on it. Resolution time is how long it takes to fix the issue or put a working solution in place. A fast response does not guarantee a fast fix, so a good SLA states both for each priority level.
How it works
The clock starts when you log an issue by phone, WhatsApp, email or the support portal. Response is the first meaningful action: a technician calls back, connects remotely or starts diagnosing. An automated “we got your email” message should not count. Resolution is when the problem is fixed, or a workaround gets people working again, and you agree the ticket can close.
Both targets usually depend on priority. Providers rank issues by how many people are affected and how badly work is stopped, often as P1 (critical) to P4 (low).
Example P1 to P4 table
The table below is an illustration of how priorities and targets are commonly structured. It is not StarLabs’ contractual figures; actual targets depend on each agreement.
| Priority | Example issue | Example response | Example resolution |
|---|---|---|---|
| P1 Critical | Whole office cannot work: internet, server or email down; suspected ransomware | Within 30 minutes | Within 4 hours, or workaround in place |
| P2 High | A team or key person blocked: accounts software down, director’s laptop failed | Within 1 hour | Within 8 business hours |
| P3 Medium | One user affected but can still work: printer not working, slow PC | Within 4 business hours | Within 2 business days |
| P4 Low | Requests and questions: install software, add a user, how-to help | Within 1 business day | Within 5 business days or as scheduled |
Resolution targets often pause while waiting on things outside the provider’s control, such as a replacement part, a reply from your staff or a fix from a software vendor. Check how the agreement handles that pause.
What it means for your business
- Ask what counts as a “response”. An auto-reply is not one.
- Ask who decides the priority, and how you can raise it if you disagree.
- Check whether targets are in business hours or around the clock.
- Look at past reports: how often were targets actually met?
Why resolution matters more to you
A provider that answers in five minutes but takes three days to fix a P2 issue is not giving good service. Response time shows how organised the helpdesk is. Resolution time shows how capable it is. For StarLabs managed IT clients, remote desktop help typically starts within 30 minutes; how long the fix takes depends on the problem.
Common questions
What is the difference between response time and resolution time?
Response time measures how quickly a technician starts working on your issue. Resolution time measures how quickly it is fixed. A good agreement sets targets for both.
Why do providers avoid guaranteeing resolution times?
Some fixes depend on parts, vendors or causes nobody can predict. That is reasonable, but a provider should still commit to resolution targets and explain when the clock pauses.
What is a P1 incident?
The highest priority: an outage or security incident that stops most or all of the business from working. It should get immediate attention, with regular updates until it is resolved.
Tired of waiting for IT help?
StarLabs remote desktop help typically starts within 30 minutes on managed IT plans.
Reviewed by the StarLabs technical team · Last checked 18 October 2026
