Forget the guarantee in the contract. What were your actual response times last month?

Every provider publishes a response commitment. Considerably fewer can show you what actually happened. Our ticketing system records response and resolution times, and we are willing to show prospective clients real figures instead of the promise.

Ask every provider you are considering for the report rather than the agreement, and then ask how they define response. Some count an automated email confirming your ticket was created. That is a receipt, not a response, and the difference matters at 7 AM when nothing works.