I came across a ITQ (Invitation To Quote) document that highlighted the Problem Management the awarding party is looking for.
In short, it attempted to define clearly the response time and resolution time so that the bidding party can adhere to.
The document even provided a graphical illustration which I think is very useful.
The “Problem Resolution Time” shall begin upon notification of the problem until the problem is resolved and the defect is restored to a satisfactory working condition.
Very simple, but I do encounter confused customers assuming resolution time to be the response time. Demanding indeed.