first time fix definition
2. Commonly used metric, used to define incidents resolved at the first point of contact between a customer and the Service Provider, without delay or referral, generally by a front line support group such as a help desk or Service Desk.First time fixes are a subset of remote fixes.. Commonly used metric, used to define incidents resolved at the first point of contact between a customer and the Service Provider, without delay or referral, generally by a front line support group such as a help desk or Service Desk.