How We Measure What We Publish
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 speed of answer, average response time, and case resolution rates, are based on real data collected from our helpdesk and phone systems. 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.
First-Contact Resolution
87% of support tickets are resolved during the initial interaction without escalation or callback. Measured across the previous 12 months from our service desk reporting.
Average Speed of Answer (Phone)
20 seconds is the published average time from when an inbound call enters the queue to when a Milnsbridge support technician answers. The actual trailing 12-month average (March 2025 to February 2026) is 18 seconds; the published figure of 20 seconds is rounded conservatively.
This metric is separate from the 13-minute average first response time, which measures how quickly we respond to tickets and emails. Average Speed of Answer measures phone queue wait time only.
| Channel | Metric | Performance |
|---|---|---|
| Phone | Average Speed of Answer (ASA) | 20 seconds |
| Ticket / Email | Average First Response Time | 13 minutes |
How we calculate ASA
- Formula: Total seconds in queue (answered calls) / total calls answered = ASA
- Includes: All inbound calls answered by a support technician during business hours (8:00-17:30 AEST/AEDT, Monday-Friday)
- Excludes: Abandoned calls, after-hours calls routed to voicemail, scheduled callbacks, internal transfers
- Data source: SasBoss phone system call records
- Period: Trailing 12 months (currently March 2025 to February 2026)
Industry context
The global average speed of answer across IT support and call centres is 28 seconds. The industry gold standard is the 80/20 rule: 80% of calls answered within 20 seconds. Our 20-second published ASA meets the gold standard and is 29% faster than the global average.
Google Rating
4.9 stars - our live Google Business Profile rating, publicly verifiable. We encourage all clients to leave honest reviews.
Definitions
- Average Speed of Answer (ASA): Time from when an inbound phone call enters the queue until it is answered by a live support technician. Measured from SasBoss phone system data. Distinct from ticket/email response time.
- 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 methodology was last updated on March 21, 2026.
WHY MILNSBRIDGE
Trusted by Sydney Businesses Since 2002
24+
Years managing IT for Sydney businesses
<13min
Average response time
87%
First-call resolution rate
4.9
Google rating from real clients
Questions About Our Metrics?
We're happy to walk through our methodology and data sources.
FAQ
Common Questions About Milnsbridge Metrics
What performance metrics does Milnsbridge publish?
Milnsbridge publishes five core service metrics: response rate (99% of support requests responded to within one hour), resolution rate (98% of issues resolved within one hour), first-contact resolution (87%), average first response time for tickets and email (13 minutes), and average speed of answer for phone calls (20 seconds). These metrics are calculated from real support ticket data and are published publicly to give current and prospective clients transparent visibility into the level of service they can expect.
How does Milnsbridge define "responded" versus "resolved"?
A support request is counted as "responded" when a member of the Milnsbridge team has acknowledged the request and made contact with the person who raised it — not when an automated acknowledgement email is sent. A request is counted as "resolved" when the issue has been fixed, a workaround is in place, or the request has been closed with the client's confirmation. The distinction matters because response time and resolution time measure different things: responsiveness and effectiveness.
How is the 13-minute average first response time calculated?
The 13-minute average is calculated across all inbound support requests — phone, email, and portal — during business hours, measured from the time the ticket is logged to the time a technician first makes contact with the requester. The metric is an average across all ticket priorities, calculated from ticket data in Milnsbridge's IT Service Management (ITSM) platform. It is updated annually based on the preceding 12 months of data (1 January to 31 December).
How is the 20-second average speed of answer calculated?
The 20-second average speed of answer is calculated from SasBoss phone system records. It measures the time from when an inbound call enters the queue to when a support technician answers. The metric includes all answered calls during business hours and excludes abandoned calls, after-hours calls routed to voicemail, and callbacks. The trailing 12-month average (March 2025 to February 2026) is 18 seconds; the published figure of 20 seconds is rounded conservatively. For context, the global average speed of answer is 28 seconds.
Why does Milnsbridge publish its SLA performance data publicly?
Milnsbridge believes that IT providers should be held accountable to measurable performance standards, not just promises in a contract. Publishing real performance data — rather than just stating SLA targets — gives businesses the ability to evaluate Milnsbridge on actual outcomes. It also creates internal accountability: when metrics are public, the team is motivated to maintain them consistently.
What happens if Milnsbridge misses an SLA target?
Milnsbridge monitors SLA performance continuously and investigates any period where response or resolution rates fall below published targets. In the event of an SLA breach on a specific ticket, the client is notified and the incident is reviewed to identify the cause and implement corrective action. SLA credits or remedies are available to clients as specified in their service agreement.
Do the published metrics apply to all support channels?
Yes. The response and resolution metrics apply across all support channels: phone, email, and the Milnsbridge client portal. Phone calls are measured separately via Average Speed of Answer (ASA): 20 seconds from queue entry to a live technician answering. Tickets and emails are measured via Average First Response Time: 13 minutes from submission to first human response. The two metrics use different data sources (SasBoss for phone, ITSM for tickets) and reflect different aspects of support speed.
