Mean Time to Restore

The average duration between incident start and resolution

Definition: Average time from incident detection to incident resolution

Mean Time to Restore (MTTR) tracks how quickly your team responds to and fixes production incidents. It answers: "On average, how long does it take us to get the system back to normal?"

A lower MTTR indicates faster incident response and recovery; a higher MTTR suggests longer downtime and slower problem resolution.

The MTTR Timeline

• Incident Starts

• Issue detected and incident is created in your incident management tool

• Investigation & Response

• Team investigates root cause and begins remediation

• Incident Resolved

• Fix is deployed or workaround is applied; incident is closed

How Data Is Collected

Hivel calculates MTTR by connecting to your incident management platform through the Incident API:

• Retrieves each incident and its timestamps from your incident management tool

• Extracts the incident start time and resolution time

• Calculates the duration for each incident

• Computes the mean (average) across all incidents in a time period

Note: MTTR is pulled directly from your incident management system via API. Hivel uses the actual start and end times recorded by your incident tool.

What a Good MTTR Looks Like

Elite	High	Medium	Low
<6 hours	6–12 hours	12–26 hours	>26 hours