How We Measure 19 Minutes

“Rapid response time” is the time from when a support ticket is submitted to the moment a real engineer acknowledges it. Our published goal is 19 minutes—and in practice, we frequently beat it.

Current highlights

  • Goal: 19 minutes

  • September 2025 average: 6.80 minutes

  • Overall monthly average (this year): 6.72 minutes

  • Weeks this year where the average response rate was under 19 minutes: 96.3%

What counts as “Rapid Response Time”?

We calculate rapid response time from the exact timestamp a client submits a support ticket to the exact timestamp when a certified engineer (not a bot) first acknowledges the ticket.

Included ticket channels

  • Client dashboard submissions

  • Email-to-ticket

  • Phone-to-ticket

What “acknowledged” means

  • An engineer has read the ticket and responded directly to the client or initiated triage actions.

What does not count

  • Automations or autoresponders

  • Marketing or sales inquiries that don’t create a service record

Monthly Trend

Monthly average rapid response time in minutes with a dashed goal line at 19 minutes. September 2025 average is 6.8 minutes.

Fig. 1 Monthly average minutes from ticket submission to first engineer acknowledgement. Dashed line indicates the 19-minute goal.

How We Communicate Our Response Time

Our average rapid response time is sent to our clients on a weekly basis in our email newsletter. In addition to this, we have begun to publish the average response time on a monthly basis here on this page.

Questions?

Send us a message at info@totalcareit.net