How long would you think is resonable response times to helpdesk tickets? Both durning business hours and after hours.

Under 2 hours, say your server is down, 2 hours is a long time to wait.

Better to be under half and hour, but, yeah.

after hours? Well, for what kind of tickets?

The question of what customers truly expect in terms of response times is certainly debatable, but one guide to what your competitors are doing is to consider the response times provided by the outsourced support industry.

Outsourced support firms generally provide an initial response within 60 minutes, and aim to give an effective resolution within 6 hours regardless of the time of day or night. For example, in our case we provide a response within 30 minutes and a resolution within 4 hours.

With so many web hosting companies providing 24/7 support to their customers these days, customers are probably less tolerant of slow out-of-hours responses than they used to be. We certainly see many cases of customers wanting urgent advice in the middle of the night.

Cheers :-)

Tickets resolved in a few hours is really a good show from a web host and its what your customers expect of you, For instance if you answer there first few tickets in minutes and then the next bunch you take days to even respond then they will automatically think there is something wrong.
Regards,

It depends on the ticket as well.
For urgent technical support, I would say maximum 1 hour.
For sales, I would say 6-12 hours
For billing, I would say less than 24 hours

This is not exactly be realted, but i wanted to see a few SLA for support.
Can anyone suggest some site or provide reference SLA documents?