Separate acknowledgement, service restoration, and resolution; then document coverage, clock pauses, responsibilities, escalation, exclusions, evidence, and approval before a customer relies on the commitment.
An acknowledgement target measures when work is accepted. A restoration target measures when service returns or a workaround exists. A resolution objective concerns the final fix. Do not merge them into one ambiguous number.
State the supported time zone, intake channel, start event, business-hours calendar, permitted pause reasons, update cadence, and stop condition. Otherwise two parties can measure the same ticket differently.
Assign the provider owner and escalation role, then document customer duties for access, evidence, approvals, contacts, and timely decisions. A paused dependency should be visible, not silently omitted.
Use authoritative ticket and incident timestamps, keep excluded work explicit, and review breached, paused, restored, unresolved, and unmeasurable records instead of reporting one unsupported percentage.