A business example
A fictional support contract promises acknowledgement within two hours and a separate target for restoring service.
Incident reported
The customer reports a service failure through the agreed channel.
Response clock
The provider acknowledges the incident within the response target.
Restoration clock
Diagnosis and restoration are measured under a different commitment.
What this shows
Meeting the response target does not mean the problem was fixed in two hours. Read the measurement rules and exclusions for each promise.
What it is often confused with
A response-time promise is different from a promise to resolve a problem within that time.
What to look at in your business
Check measurement periods, exclusions, reporting and the remedy for missed service levels.
Context and further reading
This entry explains the business term. The related guide below provides the next layer of context; any applicable legal test depends on the transaction and relevant period.
Kosha.Services · Updated 2 October 2026