clocker1996
09-10-2002, 03:40 PM
When running a web hosting business, or some sort of hosting business, what do you think is an acceptable response time for emailing customers back, or responding to help tickets?
e.g. customer logs in helpdesk, starts a ticket/request, or emails support@domain.com
What response time do you get with your current web host, or ded/colo host ? Are you happy with the response time?
Acronym BOY
09-10-2002, 03:44 PM
A live response (not a autoreply with a FAQ attached) should be sent back in under 1 hour, 24/7. Anything more is negligence.
Darth
09-10-2002, 03:45 PM
Some people expect to much :rolleyes: 3+ is fine :stickout
davidb
09-10-2002, 03:54 PM
It depends on what they offer. If they say 24 hour support, I would want a responce back in an hour or two(I mean are they that busy they cant respond to one email) I would rather belive that no one is there, if they cant respond soon. If they dont state 24/7 I think the next buisness day(if after hours) is perfectly acceptable.
Walter
09-10-2002, 03:56 PM
clocker1996, 15 minutes? Come on.
And don't you think it depends on the kind of the ticket? Emergency or just a simple non urgent question?
edude
09-10-2002, 03:56 PM
It depends on how big the issue/problem is, you cant expect a one minute reply if the issue is quite problematic, i mean give them some time, better to take longer and they fix it properly than a few minutes and it breaks down again.
Acronym BOY
09-10-2002, 03:59 PM
Im not expecitng an issue resolved in an hour. But I want them to know what it is and tell me exactly what is going on well within an hour.
ninji
09-10-2002, 04:00 PM
I think 2 hours is about average. But shoudlnt be longer than that, definatly before that if possible. Not even if you have the solution but atleast let the customer know you are working to solve the problem, if its a big situation, no need to ignore the customer until you have time to fix it, just let them know your working on it.....
If your making your customers wait 5+ hours, outsource or somthing ;]
-Dan
clocker1996
09-10-2002, 04:02 PM
Originally posted by Walter
clocker1996, 15 minutes? Come on.
<<Removed>>
and i guess the poll was more so just average / non emergency situations
edude
09-10-2002, 04:04 PM
Also depends if its shared hosting, dedicated hosting etc......
dynamicnet
09-10-2002, 04:16 PM
Our managed dedicated server customers have a 15-minute, 24x7x365 response guarantee as part of their SLA.
In terms of the poll, anything over one hour starts becomming unacceptable with the level of negativity growing as the clock ticks.
Thank you.
