Response time !== resolution time. Response time can mean an automated email that a ticket was created and that someone is looking into it. Now because you ar

Response time !== resolution time. Response time can mean an automated email that a ticket was created and that someone is looking into it. Now because you are a 1 person company this could be a problem. Also you need to split incident by categories as an example: P1 > 1h P2 > 24h P3 > 48h Your customer may not be aware that their issue may be well classed as P2 or P3 (you mentioned the nature of the service doesn't require this).