ticket support

Definitely within the hour. There's nothing worse than sending an e-mail and waiting for a response. I'm not a fan of going through all the trouble to get onto the computer and logging into my e-mail account, only to see that they haven't responded. Then you wonder if they even received it, and so you send another one. I would much rather have a telephone conversation, or a live chat option where I can get immediate responses at the least.
 
I recommend tickets should be answered within 10 minutes or less. Even if to say "We will have to look into this issue for you." 24/7 support should be just that. No matter when you put in the ticket.
 
urgency of reply...demanded by clients depend on urgency of matter.

However, everyone loves to be attended as soon as possible.
 
Yes within the hour.

I understand that they maybe busy etc and respect that.

Simple acknowledgment would be great - even better when they follow up with a solution.
 
Again, resolution depends on the problem. An email issue is certainly simpler than a script injection.
 
Again, resolution depends on the problem. An email issue is certainly simpler than a script injection.
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Sometimes an email issue can be much more serious than the script issue :)

So it really depends on the problem in this or that field.
 
Depends on the severity as mentioned at the top :)
- If I was to ubmit a LOW Priority Ticket, I would not care if it was un-answered for several hours.

- Moderate Priority - Atleast within 2hrs or less. An longer and it gets quite annoying.

- High Priority - Within the hour, Otherwise I tend to get pretty upset with the time delay.

A simple - Hello, We will answer your ticket shortly, Would help in some degree.

-Sean
 
IMO the ticket should be answered within 15-20 mins at the most. If the issue is severe, the host must update the client about the estimated time taken for resolving the issue.
 
Saurabh said:
IMO the ticket should be answered within 15-20 mins at the most. If the issue is severe, the host must update the client about the estimated time taken for resolving the issue.
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Yes that is very good approach. Just say to the customer that you are working on the issue and estimated time of the solving is 2-3 hours for example That's all
 
Obviously everyone wants immediate reply but it depends on problem also. If you get reply fast and not proper reply then it is of no use. As I am involved in SEO work and I prefer <<URL snipped>> to each client. Its ticket response is very fast and mostly I get my answer on live chat.

MOD NOTE: Advertising is not allowed as per rules.
 
I really don't like to wait for answers. I would say about 1 hour top is my time after that then I dont really trust the company.
 
I've found a customer appreciates a complete helpful answer in a longer wait time, than a useless answer in mere minutes. We always send a response to let them know we are currently looking into the ticket, once we have a helpful answer we respond to a very satisfied customer.
 
I think to set any time limit besides "as soon as humanly possible" is a mistake - customers want help five minutes ago and you don't want any outstanding and unresolved tickets hanging over your head.
 
Yes, web hosting issues with tickets status should be reply to clients within 1 hour.
If able to solved within the time frame, than it is excellent! But some hosting issues require more times to go through it. Then I am expecting updates on a regular basis.
 
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