Ticket Response Times

A

AbbieRose

New member
Heh, I am starting to think I need a new host :D How long would you expect to wait for a response to a support ticket with your host? What is an unreasonable delay?
 
I think a reasonable average is 1 to 3 hours with rare occasions with longer wait times than that in between.

And I don't count "We will work on your issue shortly" copy/pasted messages a response! :)
 
Depends on priority

Most help desk software has a choice on labeling your request with a priority level. For a high priority, I expect some sort of response within a few hours. For lower priority requests, I expect to hear something within 48 hours. I think everyone has different expectations so only you can determine what is acceptable to you.
 
Depends on the company. As rule you get confirmation imidiately with approximately time for responce. Some company do guarantee responce time (not problem solving!!!)
 
If you need a web hosting company with quick response time, try **********.com as they provide 1 hour response guarantee. This feature is included in their package plans.
 
as they provide 1 hour response guarantee
Click to expand...
And that means exactly what? Should all their servers be offline and customer requests pouring in, I doubt replies would not lag behind. With no compensation mentioned, such claims are little more than sales talk.
 
In my opninion the ticket should be responded within 15-20 minutes in order to let the customer know the status of resolving his issue.

Such companies as Fastnext and Hostony provide such response time,that is for sure.
 
The best response time to respond tickets is less than an hour :)

However, if the issue is very deep, maybe it will be about 5 hours to 24 hours :)
 
Personally, I care little for the response time if the issue is taken care of. I have a habit of contacting the host when the issue is completely out of my hands.

The standards for reasonable response time has changed over the years, as more and more hosts have started to advertise 24/7 support. Customers expect ever faster replies. Minutes is the desired turn around time now. Well, the staff can only look into an issue and respond so fast, and some issues are not just a click of a button away. Some can be pretty elusive, require monitoring over a period of time etc.

Thus, for me, it totally depends on the issue. If there's server downtime/slowness involved, I want the host to deal with it as fast as possible. For a small host with 1 tech in the graveyard shift, it would be impossible to reply the 10-20 or more messages from customers and deal with the issue as fast as possible. One must be given secondary importance, and I most certainly hope it's getting back to the customers. Sure, if 1-2 hours pass and the issue is likely to take longer, sending a short synopsis reply to everyone makes sense. But if the issue would take 1/2 hour to solve if given 100% attention, or 1 hour to solve if each ticket would be attended the minute it comes, I opt for the first.
 
ldcdc I feel similar to you. I would rather they just get on it-but there is no reason that they can't have an auto responder at least tell you that your ticket was received and will be worked on.

Minor stuff can wait, being without a site for over a day cannot.
 
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