Response Time Index
Overview
The Response Time Index( RTI) measures service quality in maintenance projects. An RTI value of 1 indicates that the SLA/Estimated time to service is met on average.
Response Time Index Formula
The Response Time Index is calculated as follows:
(Actual Mean time of closure for service requests)
————————————————————– ————- * 100
(Estimated mean time of closure for service requests )
The actual mean time of closure is as follows:
Σ(Actual time of closure)
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Number of maintenance/production requests
The estimated mean time of closure is as follows:
Σ(Estimated time of closure)
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number of maintenance/production requests
Example
Suppose a maintenance software project had an SLA of 8 hours to complete the requests for service for support. The project in the last month had 16 support calls and took 200 hours to complete all these requests.
Calculate the RTI.
Estimated or Agreed Mean time of closure = 8 hours
Actual mean time of closure = 200/16 = 12.5 hours
RTI = 12.5/8 = 1.56
