Response Times

M

Matthew

New member
What kind of response times do you expect from your provider if you are a reseller? or if you provide reseller accounts, what response times do you like to give for clients?

The reason for the question is that being a reseller you have clients email you for something which from time to time needs to be passed on to the provider of the reseller account, replied to, then you need to reply back to the client which can add time.

So... whats a good response time? and should the same response time be kept 24/7 or just in the day time?

Please note that there is really never an evening time on the internet though because what is evening for you is the middle of business in another country :)
 
As exclusively a reseller hosting provider, getting to tickets as quickly as possible is important. But even more important is trying to resolve the issue instead of an empty response. I'd claim that while we aim to get to all tickets within 20 minutes, this only happens 80% of the time (4 out of 5 times).

For the urgent issues in which a reseller has a customer waiting around for an answer, they can hop on live chat to catch us if necessary and get our attention.

Awesome topic by the way!

Roj
 
LiveChat is often a great way to get answers quick... or to solve more complex issues. I have been on both ends with email and sending email back and forth gets a little tedious sometimes... try now... no it's got this error now... etc... etc... LiveChat can accomplish so much more.
 
Hello.

For webhosting, we typically provide 2 hour responses. I must admit that according to some of the larger companies, this response time is a bit slow.

I am aiming to one day be able to provide 20 min (if not less) responses...wish me luck :-p

Regards,
Zeeshan

P.S. Very interesting topic; lets hope everyone stays honest.
 
I think as long as you explain that in the terms of service or somewhere on the site then 2 hours is ok. I have seen some hosts guarantee a 24 hour turn around and thats ok... just as long as that is known to the person buying.

20 minutes would be nice and something that will come with time as services are built up.
 
If hosting company is offering 24/7 support, then it is implied that your problem must be solved at that time. So it is very important to give quick response & solve problem. If problem is complex then in maximum 30 mins.
 
That is a great model to follow. I have howerver, seen hosts offer a 24 hour turn around on tickets and this has been made well known to the user. I prefer to work quicker then that :) as close to zero minutes turn around as possible but if a company wants to target the 24 hour turn around market and the client understands that then all is good.

The main let down of a company is where they say 20 minutes and respond in 2 hours.
 
webhostinguk said:
If hosting company is offering 24/7 support, then it is implied that your problem must be solved at that time. So it is very important to give quick response & solve problem. If problem is complex then in maximum 30 mins.
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I'd like to see that from some hosts. My main host is very fast and thorough with support but my Unix host takes their time to respond to queries.
 
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