In the context of IT services, which includes networking, GTR stands for Guaranteed Resolution Time. It is a critical metric that defines the service provider's commitment to fixing issues.
Understanding GTR (Guaranteed Resolution Time)
GTR is not a term specific to networking protocols or technologies themselves (like TCP/IP or routing). Instead, it originates from IT service management and applies to services delivered over or related to the network infrastructure.
According to the provided reference, GTR (Guaranteed Resolution Time), in the context of an IT service, refers to the maximum time the supplier commits to correcting any dysfunctional failure linked to the service or software supplied.
Essentially, if a network service experiences a problem – whether it's a complete outage, degraded performance, or a configuration error affecting connectivity – the GTR is the promised timeframe within which the provider will have the issue fixed and the service restored to its normal operational state.
GTR in Practice for Networking Services
When applied to networking services, GTR is a key component of the Service Level Agreement (SLA) between a service provider (like an ISP, a cloud provider, or a managed service provider) and a customer. It provides the customer with a predictable timeframe for problem resolution, minimizing potential downtime and business impact.
Key Aspects of GTR in Networking:
- Time Commitment: It is a legally binding commitment by the supplier.
- Focus on Resolution: It measures the time taken to fix the problem, not just acknowledge it (which is typically covered by Response Time).
- Applicable to Failures: It specifically relates to dysfunctional failures affecting the usability or performance of the service.
- Service Scope: The GTR is usually defined for specific services (e.g., internet connectivity, MPLS circuit, managed firewall) and different severities of issues (e.g., critical outage vs. minor performance issue).
Examples of Failures Covered by GTR:
- A complete network outage preventing access to resources.
- Severe packet loss or high latency making applications unusable.
- Failure of a critical networking device like a router or switch.
- Connectivity issues affecting a specific site or service.
GTR vs. Other SLA Metrics
It's important to distinguish GTR from other related metrics often found in SLAs:
| Metric | Description | What it Measures |
|---|---|---|
| Guaranteed Resolution Time (GTR) | Maximum time to fix the issue and restore the service. | Time from issue detection/reporting to full resolution. |
| Response Time | Maximum time for the provider to acknowledge the issue. | Time from issue detection/reporting to initial contact. |
| Availability | Percentage of time the service is operational. | Uptime over a specific period (e.g., 99.9%). |
Why GTR Matters
For businesses relying on networking services, a clearly defined and achievable GTR is crucial for:
- Business Continuity: Faster resolution means less downtime and less impact on operations.
- Predictability: Knowing the maximum resolution time helps with incident planning and customer communication.
- Accountability: It holds the service provider accountable for restoring service in a timely manner.
In summary, GTR in the context of networking is the maximum time a networking service provider guarantees it will take to fix a service-impacting problem, as defined within their service agreement.
