The 60-Minute Response Standard: Why a Real Commitment Beats an SLA

A 60-minute response is only meaningful if the team is staffed to honor it on the busiest day, not just the average one. Otherwise it is a number on a contract.

The practical takeaway is the same one that runs every good production line: standardize the process, document it, and measure it. Technology should make that easier, not add another variable you have to babysit.

Start with the highest-risk, lowest-visibility part of your environment — usually backups, patching, or access control — and bring it under a documented, monitored standard before moving on.