Mean Time to Acknowledge (MTTA)

What it is

MTTA measures how long it takes for an alert, incidentIncidentAn unplanned disruption or degradation of a service that needs an urgent response., or escalated ticket to be acknowledged by the responsible person.

Why it matters

Long acknowledge times mean issues sit unowned. For escalations, MTTA is often the largest part of the delay a customer feels.

Best practices

1. Route to a person, not a channel – Channels let everyone assume someone else has it.
2. Alert on breaches – Escalate unacknowledged items automatically.
3. Report alongside MTTR – Separate waiting time from working time.

How Decimal helps

Decimal starts investigating the moment a ticket lands, so the wait before anyone looks at it drops to zero.