Q: What does MTTR stand for?
A: MTTR, which stands for mean time to resolution, includes every step of the recovery process, from initial notice to root cause analysis to fix and deployment. It's a performance metric that measures the average time required to repair or resolve a defect.
Q: How does the Quinyx Support team manage defects?
A: Take a look at the overview below:
Severity 1: ASAP
The system is completely down, the confidentiality of privacy data is compromised, or usable payroll data cannot be extracted for any customer.
Severity 2: ~5 working days
Payroll data or cost calculation or reports specific to payroll is incorrect for more than 100 employees for one customer.
Severity 3: ~4 weeks
Incorrect program output (which is not cost or salary) with no workaround.
Severity 4: ~12 weeks
An important function is broken, but there is a workaround.
Read the specifics here.