What is a Response Time?
Definition
The maximum time for vendor acknowledgment of support tickets measured from submission to first response. Response times vary by severity: critical (15-60 min), high (2-4 hours), medium (8-24 hours), low (24-48 hours) with SLA penalties for delays."
Why This Matters
Response time SLAs specify how quickly the vendor responds to issues of varying severity. Critical issues typically require rapid response. Financial remedies for missed response times create accountability.
Related Terms
Showing semantically related terms from our RFP knowledge graph. Priority connections are highlighted.
Essential Connections
Technical Support
Implementation & Deployment
Vendor assistance for troubleshooting, bug fixes, and system issues provided through ticketing systems, phone, chat, or email.
Service Level Agreement
Pricing & Total Cost
Contractual commitments defining expected service quality including uptime guarantees, response times, resolution timeframes, and penalties for non-compliance.
Uptime Guarantee
Implementation & Deployment
Vendor commitment to system availability expressed as percentage uptime (e.
Customer Support
Software Features & Capabilities
Software enabling service teams to assist customers through ticketing, knowledge bases, live chat, chatbots, and self-service portals.
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