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https://www.va.gov/orm/Contact_Us.asp
You can contact the Office of Resolution Management toll-free on 1-888-566-3982 or via TTY/TDD 1-888-626-9008 (8:00 AM - 6:00 PM Eastern Time)
https://help.zoho.com/portal/en/kb/desk/for-administrators/help-desk-automation/articles/understanding-response-and-resolution-times-in-slas
The SLA response/resolution times can be relative to your business hours, meaning it only considers the working hours of your support center. For example, if your operating hours are 8AM-5PM, Monday to Friday, and a ticket is opened at 4 PM on Friday, then a resolution to this at 10 AM on the following Monday is a 3-hour resolution time considering your business hours.
https://www.pagerduty.com/blog/6-steps-reducing-incident-resolution-time/
Oct 13, 2016 · Time to resolution (TTR) or Mean time to resolution (MTTR) refers to the average length of time needed to resolve a customer service case or ticket once it’s been opened. When a customer or user reaches out to your team because of an issue they are experiencing with your service, it’s important to minimize MTTR in order to ensure the best possible experience with minimal downtime.Estimated Reading Time: 7 mins
https://www.resolution-cm.com/
7910 Woodmont Avenue #940 Bethesda, MD 20814 Work Hours: 240-280-3288 After Hours: 1-888-204-9221 [email protected]
https://confluence.atlassian.com/jirakb/how-to-calculate-average-time-to-resolution-sla-for-service-management-826873132.html
For tickets that met the SLAs, Time to Resolution as x = (SLA - displayed value in green) - (omit the hours from 5pm-9am) For tickets that did not meet SLA Time to Resolution as y = (SLA + displayed value in red) - (omit the hours from 5pm-9am) Sum of hours = ( Σx + Σy ) = z . This will need to change to decimal.
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