Measure a managed detection and response (MDR) provider with an auditable scorecard, not a single “MTTR” number. Track separate clocks for detection, identification or triage, notification, containment, recovery, and full resolution; define every clock’s start and stop event in the service-level agreement (SLA); and calculate detection coverage from the assets, telemetry, cloud services, identities, attack techniques, and tests actually in scope. Report results by severity, with medians and high percentiles, customer-caused pauses, exclusions, and the evidence needed to reproduce each result.
What an MDR performance scorecard must answer
A useful scorecard answers five operational questions:
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- How quickly did the provider detect a potentially harmful event?
- How quickly did an analyst acknowledge, investigate, classify, and notify the right people?
- How quickly did containment or another response action begin and finish?
- How long did recovery and complete remediation take, including prevention of recurrence?
- Which parts of the environment and which attack techniques were actually visible and tested?
These are different outcomes controlled by different people. A provider may detect an alert quickly but wait hours for an approved isolation action. A low alert count may indicate effective prevention, or it may indicate a missing log source. Combining all stages into one average hides those distinctions.
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Make the SLA a measurement contract
NIST’s glossary defines a service-level agreement as a commitment that covers provider and customer responsibilities, service details, expected performance such as reliability, quality and response times, and requirements for reporting, resolution and termination. Treat that definition as a checklist for enforceable language rather than accepting a marketing promise.
Write down responsibilities and authority
State exactly what the MDR team does and what your staff must do. Specify whether the provider only monitors and escalates, or may isolate hosts, disable accounts, block indicators, stop a process, change a firewall rule, or remediate without waiting for approval. For each action, identify the required authorization, the approved contact, the fallback contact and the maximum time the provider may wait.
Include customer dependencies such as supplying endpoint or cloud access, maintaining connectors, approving containment, answering phone calls, and keeping contact details current. A clock should not be silently stopped because a dependency exists; the SLA should say whether the elapsed period is reported separately, paused under defined conditions, or counted against the provider.
Define service scope as measurable objects
List the in-scope assets and data sources in a form that can be audited:
- Endpoints and servers, including operating-system versions and unmanaged-device exclusions.
- Identity systems, privileged accounts, authentication logs and service accounts.
- Cloud accounts, subscriptions, regions, control planes and workload connectors.
- Network devices, remote-access systems, email services and security appliances.
- Specific log sources, their ingestion method, retention period, parsing status and expected delivery delay.
- Monitored detection use cases or mapped attack techniques.
Define how additions, removals and temporary outages change the denominator. An asset that was never connected should not be counted as protected merely because it appears in a product catalogue.
Specify reporting, remedies and termination
The SLA should require a recurring report with raw timestamps, severity, clock results, coverage changes, exclusions, customer pauses, missed-target causes and corrective actions. State the reporting cadence, delivery format, retention period and who can request an audit export. Define remedies for misses, such as a service review, corrective-action plan, service credit or termination right. The UK National Cyber Security Centre advises buyers to use clear contracts covering responsibilities, response times, liability and third parties; those clauses are also essential to interpreting a performance result.
Use separate incident clocks instead of one MTTR
MTTR is not a universal clock. CISA’s FY 2025 FISMA metrics distinguish Mean Time to Detect, Mean Time to Identify, Mean Time to Recover and Mean Time to Resolve, and require agencies to report the measures in days, hours and minutes. Your MDR scorecard should preserve the same separation, while adding the operational stages your contract promises.
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Required timestamps
| Timestamp or interval | What it measures | Definition to place in the SLA |
|---|---|---|
| Alert fired | Detection start | When the monitoring system creates the alert from an in-scope signal. Do not substitute the time an analyst notices it. |
| Analyst acknowledgement | Initial human response | When an assigned analyst accepts the alert and begins work. This is the start event used in Expel’s published triage example only if the alert has already fired. |
| Triage complete | Identification | When the analyst has enough evidence to classify the event, set severity and decide the next action. |
| Customer notification | Communication | When the contractual contact receives the required notice through the specified channel. |
| Containment started | Response initiation | When an approved isolation, account block, indicator block or equivalent action is issued. |
| Containment complete | Response effectiveness | When the agreed containment objective is confirmed, not merely when a command is sent. |
| Recovery complete | Service restoration | When affected systems and business services return to the defined healthy state. |
| Closure or post-incident review complete | Full resolution | When remediation, recurrence prevention, evidence preservation and the required review are finished. |
For each interval, report the mean, median and at least a high percentile such as the 95th percentile. Keep the count of incidents behind each statistic. A mean can look good while a small number of severe outliers remain dangerously slow.
Map severity to business impact
Use a four-level P1–P4 or critical/high/medium/low taxonomy, but define it with business examples rather than labels alone. A P1 might involve a production identity administrator, widespread encryption activity or a critical service outage; a lower class might involve a contained workstation with no evidence of lateral movement. Your own impact analysis determines the classes.
For every class, state:
- The notification, triage, containment and recovery targets.
- Whether the clock runs 24×7 or only during staffed hours.
- Whether scheduled maintenance, provider platform outages or customer-requested holds are excluded.
- Exactly when a pause begins and ends while waiting for a customer decision.
- Which communication channel constitutes delivery and how failed delivery is escalated.
Define MTTR metrics precisely
Mean Time to Detect (MTTD)
MTTD is the elapsed time from the incident’s defined start to the first reliable detection. If you cannot establish when an incident began, state that limitation and use the earliest trustworthy event as a proxy. Do not call time from alert creation to analyst acknowledgement “detection”; that is an acknowledgement or triage measure.
Mean Time to Identify or Triage (MTTI/MTTT)
CISA describes Mean Time to Identify as the time between receiving and investigating an alert. Expel’s current SLA page provides a concrete triage definition: from alert firing until a security operations analyst acknowledges the alert and begins triage. Its published targets are 15 minutes for critical alerts, 30 minutes for high alerts and 180 minutes for medium alerts. Those figures illustrate explicit start events and severity bands; they are not a universal industry benchmark.
Mean Time to Respond or Contain
Separate the time to notify from the time to start a containment action and from the time to complete it. A provider that cannot act without your approval should have a customer-wait interval reported alongside the provider-controlled interval. Otherwise, a slow approval process and a slow SOC appear as the same failure.
Mean Time to Recover
CISA defines Mean Time to Recover as the time from incident start to complete recovery. Define “complete” for your environment: restored service, rebuilt host, rotated credentials, validated backups, or another agreed health test. Record partial recovery separately when critical systems return before the entire incident is resolved.
Mean Time to Resolve
CISA defines Mean Time to Resolve as the time from incident start to full remediation, including preventing recurrence and completing post-incident analysis. A ticket closed because the alert stopped is not necessarily resolved. Require an owner, evidence of remediation and a documented recurrence-prevention decision.
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Measure detection coverage with a denominator and evidence
Detection coverage is a scope and evidence question. Start with the inventory that the contract requires, then prove what is connected, ingesting and producing actionable results.
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Build the coverage denominator
Create a controlled list of in-scope endpoints, identities, cloud services, networks and log sources. For each item, record the connector or sensor, last-seen timestamp, expected event types, parsing status, retention and owner. Separate production, development, personal-device and third-party environments when their risk and obligations differ.
Map coverage to use cases and techniques
For each asset class and telemetry source, map the monitored use cases or attack techniques. A cloud audit log may support an unusual-administrator-change use case but not endpoint process execution. A network flow feed can show communication patterns but cannot prove that a process was blocked. Make those boundaries visible instead of assigning a single “cloud covered” label.
Test and record an actionable result
Coverage should include tests during the reporting period. Record the test date, technique or use case, asset used, expected alert, actual alert, analyst action and evidence retained. A rule that exists but has never been exercised is unvalidated coverage. A test that generates an alert with no usable context is not an actionable detection.
Report several coverage percentages
One useful dashboard separates these ratios:
- Asset coverage: in-scope assets with a healthy sensor or connector divided by all in-scope assets.
- Telemetry coverage: required log sources delivering the specified events divided by required log sources.
- Use-case coverage: mapped use cases with an enabled detection divided by mapped use cases.
- Validation rate: mapped use cases tested in the period and producing the expected actionable result divided by mapped use cases scheduled for testing.
Keep the denominators and calculation date with every percentage. Report blind spots separately, including unmanaged endpoints, unparsed logs, disabled sensors, cloud accounts outside the connector and techniques with no validated detection. Do not use alert volume as a coverage proxy: noisy rules can inflate it, while zero alerts can mean effective prevention or missing visibility.
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Public MDR commitments show why definitions matter, but no universal industry benchmark for MDR MTTR or detection coverage has been established by the sources available. Set your targets from business impact, asset criticality, telemetry quality, operating hours and the provider’s authority to contain or remediate.
| Published example | Stated commitment | How to interpret it |
|---|---|---|
| Expel current SLA page, retrieved 2026 | Mean Time to Triage: 15 minutes critical, 30 minutes high and 180 minutes medium, measured from alert firing to analyst acknowledgement and triage start. | A clear triage start event and severity bands; it does not define recovery or full resolution. |
| UK Government Digital Marketplace MDR listing, retrieved 2026 | P1 notification within 30 minutes, P2 within 60 minutes, P3 within 4 hours and P4 within 12 hours. | Notification targets by priority; notification is not the same as containment. |
| UK Government Digital Marketplace service-definition document, 2024 | 98% of P1 critical incidents assigned and responded to in under 30 minutes, measured monthly. | A monthly attainment KPI with a stated percentage and interval; verify what counts as assignment, response and an eligible P1. |
When comparing a proposal with these examples, check the start event, clock schedule, percentile or attainment rule, exclusions and remedy. A faster number with a narrower definition may represent less service than a slower number covering the full incident lifecycle.
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Run a monthly MDR performance review
Require a fixed scorecard every month, with a separate deep-dive for every P1 and every missed target.
- Validate scope. Reconcile the asset, identity, cloud and log-source inventory with onboarding and change records. List additions, removals, outages and unparsed feeds.
- Recalculate clocks. Use raw timestamps to calculate detection, acknowledgement, triage, notification, containment, recovery and resolution intervals.
- Slice the results. Show counts, mean, median and 95th-percentile values by severity, asset class, business unit and operating-hour condition.
- Explain pauses and exclusions. Attribute each pause to a customer dependency, provider dependency, maintenance window or another contract-defined category.
- Review coverage tests. List scheduled, passed, failed and not-run use-case tests, with evidence and owners for failures.
- Inspect outcomes. Classify incidents as true positive, benign, duplicate, prevented, contained, recovered or unresolved. High alert volume and zero alert volume both require context.
- Track corrective actions. Give each missed target or blind spot an owner, due date, risk rating and verification step.
- Export an audit record. Retain the event timeline, analyst notes, notification evidence, containment proof, coverage inventory and calculation logic.
Trend the same definitions month over month. If the provider changes a rule, connector or severity model, record the change and show its effect rather than comparing incompatible periods.
Compare MDR providers on measurable dimensions
| Comparison axis | Questions to ask |
|---|---|
| Clock definitions | What starts and stops detection, triage, notification, containment, recovery and resolution? Are timestamps customer-visible? |
| Severity taxonomy | How are P1–P4 or critical/high/medium/low assigned, and can the provider downgrade a case after investigation? |
| 24×7 operation | Is monitoring, analyst work, customer notification and containment staffed around the clock, or only some stages? |
| Scope | Which endpoints, identities, cloud accounts, networks, log sources and techniques are included, and what costs or approvals apply to additions? |
| Analyst authority | Can the SOC isolate hosts, disable accounts or block indicators automatically? What safeguards and approval paths apply? |
| Escalation | Which contacts are called, how often are retries made, and what happens when no one responds? |
| Statistics | Will the provider supply counts, medians, high percentiles, severity splits, pauses and exclusions rather than a headline average? |
| Auditability | Can you export raw event timestamps, alert history, notification logs and coverage evidence? |
| Exclusions and remedies | How are maintenance, connector failure, customer delay, third parties and service credits handled? |
| Onboarding and change control | How long until each source is ingesting, how is testing performed, and how are detection-content changes approved? |
Implement the measurement system step by step
- Set business-impact objectives. Identify services, identities and data where minutes matter, and define the harm each severity level represents.
- Inventory the environment. Export authoritative asset, identity, cloud and log-source lists. Reconcile them with what the MDR platform actually receives.
- Choose the event model. Create mandatory timestamp fields and an incident identifier that persists across alerts, escalations and post-incident work.
- Negotiate clock rules. Put start, stop, pause, schedule, exclusion and evidence language beside every target.
- Authorize response actions. Document pre-approved containment, approval-required actions and emergency escalation paths.
- Establish baseline tests. Run controlled tests for the highest-risk use cases and record whether the result was detected, triaged and acted upon.
- Publish the first scorecard. Show the denominator, raw counts, distribution statistics, blind spots and unresolved assumptions before setting improvement targets.
- Review and change under control. Approve scope, connector, rule and severity changes; preserve the old definition long enough to explain trend breaks.
Common measurement failures and fixes
A single headline MTTR
Failure: Detection, investigation, customer waiting and recovery are collapsed into one number.
Fix: Publish separate clocks and identify which party controls each interval.
Clock manipulation through alert acceptance
Failure: The provider measures from analyst acceptance instead of alert creation, making queue delay invisible.
Fix: Keep alert firing as the triage start event when that is the promised service, and report any pre-alert detection gap separately.
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Coverage claimed from licensing or connector status
Failure: An installed sensor or purchased connector is counted even when it is offline, unparsed or outside the tested use cases.
Fix: Require last-seen evidence, event-type validation and periodic technique tests.
Customer pauses that disappear from reports
Failure: Waiting for an approval is either counted as provider delay or omitted entirely.
Fix: Record pause start, pause end, requested decision and the contractual treatment; show provider-controlled and customer-controlled elapsed time separately.
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Average-only reporting
Failure: A few very slow incidents are hidden by many fast, low-impact alerts.
Fix: Show sample count, median and a high percentile by severity, plus the individual outliers and root causes.
Targets without authority
Failure: The SLA promises rapid containment while the provider must wait for an unavailable customer contact.
Fix: Align the target with pre-authorized actions, contact coverage and tested escalation routes.
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Failure: A statement such as “98% compliant” provides no eligible-incident list, exclusions or calculation method.
Fix: Require the denominator, each missed case, the applicable clock and an auditable export.
Practical standard for an MDR scorecard
An MDR is performing measurably when you can trace every target to a defined event, every percentage to a stated denominator and every coverage claim to a tested result. Keep detection, identification, response, recovery and resolution distinct; make severity and business-hours rules explicit; expose customer dependencies and blind spots; and review the evidence monthly. That approach gives procurement, security operations and executives the same factual view of what the provider sees, how quickly it acts and where your environment remains unprotected.
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