At Milnsbridge Managed IT Services, we believe in transparency which is why we publish the Milnsbridge Metrics Methodology. The performance metrics we publish on our website, such as average response time and case resolution rates, are based on real data collected from our helpdesk system. This page explains how we calculate those figures.
Data Collection Period
All metrics are drawn from support tickets logged between January 1, 2025 and December 31, 2025. The data is updated annually to ensure accuracy and consistency.
Average Response Time
13 minutes represents the average time it took for a Milnsbridge technician to make first contact (via phone, email, or ticket response) after a client submitted a support request. This figure is calculated across all priority levels.
Case Resolution Rate
98% of cases resolved within 1 hour reflects the percentage of Priority 1 and Priority 2 incidents resolved within 60 minutes of being logged. Resolution means the issue was fully addressed or a workaround was implemented that restored service.
Definitions
- Response Time: Time from when a support request is submitted until a Milnsbridge technician first responds.
- Resolution: Time from when a support request is submitted until the client confirms the issue is resolved or a permanent workaround is provided.
- Priority Levels: Determined by the business impact of the issue, as defined in our Service Level Agreement.
Limitations
Metrics exclude tickets raised for scheduled projects or proactive maintenance. Data is aggregated across all customers and service plans.
Last Updated
This milnsbridge metrics methodology was last updated on January 1, 2026
