Jon FB
10-30-2003, 02:45 AM
I know while being in the web hosting business support is one of the most important things there. Now there will be times a support cant get to the person right away, or having problems fixxing something.
On some sites I see the max time for a support ticket would be 6 hours.
Would you say that is about right? To give about 6 hours to a support ticket?
xeo david
10-30-2003, 02:48 AM
yea, I think that is probably maximum (if not one man job)
If one man job, I could understand 12 hours.
Jon FB
10-30-2003, 02:53 AM
What about Account set up?
I heard it is 24 hours max if past then something is fishy
xeo david
10-30-2003, 03:01 AM
Yea that is probably correct. As for account cancellation, that can be up to 72 hours. (3-4 days)
:)
-xeo david
jay007
10-30-2003, 07:32 AM
Originally posted by Jon FB
What about Account set up?
I heard it is 24 hours max if past then something is fishy
I think now days 48 hours would be accepable, only because hosting companies can have time to do security checks etc.
Eric Lim
10-30-2003, 07:37 AM
Support time will differ from case to case. Some cases require immediate attention while some don't, some require more time, but some takes seconds. When those require more time, we always reply "investigating..." whoever comes in and takes the ticket.
Activation can usually between 6 to 24 hours upon signup time. Hosts need to be extra alert against fraud, thus the verification process might delay the setup time.
MaryHN
10-30-2003, 07:48 AM
There are some issues that may be urgent and require support attention within 15 mins to 2 hrs however up to 6 hrs is acceptable.
For account activation I would also agree on anywhere between 1 hr-24 hr with 6 hr - 12 hr being optimal.
hb9.net
10-30-2003, 09:55 AM
Real Time support is always good , And it will increase your sales also.
cdgcommerce
10-30-2003, 10:13 AM
Yes, it will. If prospective customers can reach someone instantly, there is a better chance of closing the sale.
nycmaster
10-30-2003, 10:47 PM
agreed.
I often buy a product these days based on how quickly they answer sales/support questions ...same for hosting I suppose.
ozzie123
10-30-2003, 11:03 PM
My hosting company got 0-48 hours for account creation. We have to check the legitimacy of the credit card (some times we called them). Plus the propagation of domain name is between 24-48 hours.
The support max for me is like 8 hours.
xeo david
10-31-2003, 04:37 AM
Originally posted by hb9.net
Real Time support is always good , And it will increase your sales also.
Real Time support is deifinitely good. Basically, as soon as you get it answered, the sooner you will have happy clients :)
-.-
