Service Terms: Response, Uptime and MTBF
Terms
| Term | Meaning |
|---|---|
| Response time | From the call to the supplier acknowledging |
| Attendance time | From the call to an engineer arriving |
| Repair time | From arrival to restored operation |
| Uptime | Share of planned time the asset is available |
| MTBF | Average interval between failures |
| MTTR | Average time to restore operation |
Practical advice
- Agree which clock each measure uses, or disputes follow.
- Track your own data; it is the strongest position in a contract review.
- Distinguish planned downtime from failure time.
Service measures should be defined in the contract. Confirm the definitions before signing.