What our own service records say, next to what the industry publishes.
Most managed IT providers publish a response time target. We publish what actually happened.
Average wait to reach a live team member by phone: 52 seconds. Average ticket resolution: 29.6 minutes. Customer satisfaction: over 95%.
These are reported averages from our own service data rather than service-level targets. A target is a promise. An average is a record.
| What we measure | Reported average | What it counts |
|---|---|---|
| Wait to reach a live team member | 52 seconds | Time from the call connecting to a person answering. Not a voicemail, not a menu. |
| Ticket resolution | 29.6 minutes | Time from ticket opened to ticket closed, across our own ticket record. |
| Customer satisfaction | Over 95% | Satisfaction responses collected against closed tickets. |
Service levels are agreed per engagement. These figures describe what our service records show across our client base, not what any individual agreement commits to.
Figures below are counts from our own records, not estimates.
| 3,000+ | Projects completed |
| 75,000+ | Support tickets closed without outsourcing |
| 250+ | Microsoft 365 migrations executed |
| 300+ | Long-term client organizations |
| 60+ | IT professionals across Wantagh, Fort Lauderdale and Orlando |
| 25 years | Under the same ownership |
The Network Operations Center is staffed by WheelHouse IT employees and has never been outsourced. That is why the ticket count above is a single number rather than a figure split across subcontractors.
Against the published benchmarks we could find and attribute.
Average wait to reach a live team member by phone. We found no published industry benchmark for phone answer time to compare it against, which is itself worth noting.
Average ticket resolution. The best-in-class band in the published benchmarks is under 30 minutes. The broad MSP average is 3 days and 10 hours.
Customer satisfaction against closed tickets. The minimum target LogMeIn recommends for an MSP is 75%.
| Metric | WheelHouse IT | Published industry figure | Source |
|---|---|---|---|
| Ticket resolution | 29.6 minutes | Best in class: under 30 minutes | Evolved Management |
| MSP average: 3 days 10 hours | ECS Rocks | ||
| Median with AI automation: 4.4 hours | Fixify, 2026 IT Help Desk Benchmark Report | ||
| Median without automation: 71 hours | Fixify, 2026 | ||
| Customer satisfaction | Over 95% | Minimum target: 75% | LogMeIn |
| Wait to reach a person | 52 seconds | No published benchmark found |
The resolution figure is the one worth sitting with. Published MSP averages run from 4.4 hours to more than three days. The best-in-class band that Evolved Management identifies is under 30 minutes, and 29.6 minutes falls just inside it.
Our 52 seconds measures how long until a person answers the phone. The 5-minute median in Fixify’s 2026 benchmark measures first response to a ticket, which is a different event. We found no published benchmark for phone answer time at all, so that number stands on its own.
Resolution time is harder still. Our 29.6 minutes and the industry’s 3 days 10 hours are not measuring the same population of tickets. Ticket mix differs between providers, priority definitions differ, and what counts as resolved differs. We publish ours so a buyer can ask the question, not because the gap is the whole story.
One more thing worth knowing: Fixify sells help desk automation software. Its benchmark report is the most methodologically transparent one we found, with 50,000 tickets across more than 30 organizations between January 2025 and February 2026, and it also has a commercial interest in what it measures. Read it accordingly.
A guaranteed response time in minutes. Plenty of providers publish one. A number written into a contract that nobody measures afterwards is worth less than a number drawn from service records that anyone can ask to see. Service levels are agreed per engagement, and the averages above are what our records actually show.
A per-user price. What a managed IT service costs depends on what is in scope, and a figure quoted before anyone has looked at your environment is a guess. What managed IT services cost sets out the market ranges and the six things that move the number.
No. They are reported averages from our own service data. A service level is something agreed per engagement and written into your agreement. An average describes what our records show across the client base, which is a different kind of statement and a more checkable one.
The time from a call connecting to a person answering it. Not a menu, not a voicemail, not an acknowledgement email. We found no published industry benchmark for phone answer time to compare it against.
Published MSP resolution figures range widely. Evolved Management puts best in class at under 30 minutes. ECS Rocks reports an MSP average of 3 days and 10 hours. Fixify’s 2026 benchmark reports a median of 4.4 hours for tickets with AI automation and 71 hours without. Our figure sits just inside the best-in-class band.
Not exactly, and we would rather say so. Ticket mix, priority definitions and what counts as resolved all differ between providers. The comparison is useful as orientation, not as a like-for-like score.
They are reviewed against current service data and restated when they move. If a figure on this page is wrong, it is worth telling us, because the point of publishing it is that it can be checked.
Because the alternative is a response time target, and a target is a promise rather than a record. A buyer comparing providers can ask any of them for the same three numbers. Most will not have them.
More questions are answered on our FAQ page.
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