Work out incident mtta instantly with clear inputs, formula shown and shareable results.
Mean time to acknowledge measures whether paging works at all — the person, the device, the notification path and the rota. It is separate from time to resolve, and a high escalation rate is the clearest signal of a broken paging chain rather than a slow engineer. Targets of five minutes for high-severity pages are typical.
MTTA
MTTA = total acknowledgement time / incidents; escalation rate = escalated alerts / incidents
Wrong phone numbers, do-not-disturb settings, notification apps killed by battery optimisers, and rota gaps. All are fixable and all are invisible until measured.
Track those separately. If automation resolves an event without paging, counting it as an acknowledged incident distorts both metrics.