If your team works on a 24/7 shift basis, the ‘First Response Time’ should be minimal. A quick and simple reply mentioning that an investigation is underway will suffice as an initial measure to assure the client that the Incident is being treated with priority.

Some companies, however, have a separate team called Service Ops or NOC. This team will look go through every ticket that comes in as well as evaluate them. In this case, if it’s during office hours SysOps team will be informed through a communication channel (Teams/Slack/Skype/…) and investigation will commence. If the incident is outside office hours, and On-Call number should be contacted or an alerting application such as PagerDuty could trigger a notification.



First Response Time should always be kept between 5 and 15 minutes.