Ticket Response Times

The response time should be according to the seriousness of the ticket, if a server is down the client must be instantly notified and tickets answered instantly but if its a small issue with their site (that the host is not responsible for), the timeframe should be less.
 
I am agree with you. A Customer should get response within 60 mins. That gives him confidence that his issue will be taken care of. No, matter what is the issue; at least first response inform the customer how much time it is going to solve his issue.


WebzPro said:
You should wait no longer than between 30 to 60 minutes.
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I would expect an average response time of 1-4 hours for most companies, depending on the nature of the ticket.
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The response time greatly depends on the nature of the ticket,but in spite of all facts the customer should always get at least a notification that the problem is being investigated.
 
BobZ said:
The response time greatly depends on the nature of the ticket,but in spite of all facts the customer should always get at least a notification that the problem is being investigated.
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That's true. I like to know that someone is at least attempting to help me. :)
 
Response time

It depends when the ticket would actually be picked up, what the issue is. Sometimes your issue may take several days to nail down.
 
Usually, Level I (basic) support needs to be answered within 30 minutes. Level II can take anywhere from 1 hour to 4 hours while Level III - which may include Server Side changes is normally scheduled as it affects many domains on a Shared Hosting Server.
 
I think within a few hours is an acceptable time depending on the issue. As long as noticible progress is being made you can give them some time.
 
When I had an account at HostGator, I usually got a reply within an hour. I'm not sure how they are doing with their response times now.
 
I know with my company, all my customers have my cell phone number so if something goes wrong - seriously wrong, they can call me.
Now for normal issues, we respond in less then 6 hours. It maybe a fix or an email saying that we got the ticket and are working on it.

Now for the bigger companies that have a larger staff and all, I would think they should get back to you within an hour.
 
We try and shoot for under an hour, but typically we will try and at least respond in some form or the other in a few minutes, we have our support system send the email when the ticket is started to our phones, that way we know right away when something is going on. That way we make sure we respond ASAP
 
I like responses with in 1 hour unless I mention it's not a priority. The host I am with tend to turn around tickets with in minutes which is cool.
 
Yes, I agree with Internet-Guru that the response time for sales department can take more time as they usually don't work 24/7 as the support department does.
 
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