@dahukanna @AndreasKjeldsen
Thanks for the pointer.
Thinking of it, the OP claim looks very suspicious
The reduction of resolution time from ~120 minutes to about 3 minutes looks just to good to be true (and probably causes or is caused by unintentional consequence)
Assuming that some of the resolution time is caused by the customer doing something, one would expect at most 50% reduction.
So i doubt that they measure what they thought they do. And really would like to know the "definition" of resolution.