More than 2 Days
2 Days
1 Day
Less than 24 hours
Less than 12 hours
Less than 4 hours
Less than 1 hours

So what is the acceptable to the customers?

There is a difference between "should provide" and "acceptable".

My guess:
Should provide: less than 4 hours
Acceptable: less than 12 hours

Thanks. :)

we try to keep it under 4 hours to keep everbody happy.

IMHO anything below 24 hours is acceptable.

It really depends on how many customers and employees you have. If you have 5 customers, 10 employees and your response time is at around 24 hours ....:rolleyes: If you have 3000 customers and 10 employees, its very hard to provide 1-hour rush support.

Originally posted by Boksoft
There is a difference between "should provide" and "acceptable".

My guess:
Should provide: less than 4 hours
Acceptable: less than 12 hours

Good guess. :)

I think that is the best response time to have.

Just think of yourself as a customer, and see if you would like to wait for 24 hours to receive a reply.
24-hours is ok, but should be less.

We keep everything under 4 hours. Even if it is something that possably hasnt been resolve we inform the customer of the status and what we are doing to resolve the issue.

During normal business hours M-F 9-6 we have support in under 2 hours.

Off hours is 6-8 hours, and for emergency issues, within 15 minutes.

It just depends on the issue, some issues can be so large it does take longer

Joe