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  1. #1
    Join Date
    Sep 2004
    Location
    Miami, FL
    Posts
    2,762

    Ticket Response Time

    Hi guys!

    I was just wondering what you guys would say for Support Tickets to be answered at roughly around the 2 hour mark? Would it be acceptable or would that be a little too long? What do you guys think? Would just like to get a general idea from everyone around.

    How about tickets to other Departments? For example Customer Support/Sales/Billing? Would 2-3 hours during working hours be considered too long or is it just normal response time?

    Do hope that you guys could give me a feedback on this. Just wanted an idea.

    Thanks a bunch
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  2. #2
    Join Date
    Jan 2011
    Posts
    677
    It's not live chat support to answer instantly so I think 2-3 hours will be considerable as normal response time.

  3. #3
    Join Date
    Apr 2008
    Posts
    439
    Depends on the question that rises in the ticket. If this is an urgent issue, for example, the unavailability of the server or website, then 2 hours is too long. For non-urgent issues, this is normal.

  4. #4
    Join Date
    Apr 2009
    Location
    inside wht
    Posts
    716
    It will be good to give a response to tickets within 30 minutes regarding the status of issue. Then 2 to 3 hours is normal for resolution .
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  5. #5
    Join Date
    Apr 2008
    Location
    England
    Posts
    516
    Depends on the type of provider, with some budget hosts you can expect to wait 12 hours for a reply.

  6. #6
    2 hours is acceptable if it's not for urgent issues.

  7. #7
    Join Date
    Jan 2008
    Location
    England
    Posts
    573
    If its tech support and its not a budget provider then 2 hours is too much IMO.

    I can't remember the last time I had to wait for more than 20 mins for a reply on a tech support ticket (even low priority) with a non budget provider.

    If its sales, then 2 hours is still pushing it, IMO.

  8. #8
    Join Date
    Nov 2007
    Location
    Chennai, India
    Posts
    2,370
    If you provide remote reboot port, 2 hrs should be acceptable in budget hosting market.

  9. #9
    2 hours is acceptable and more over it is appreciable if there is a regular updates between 1 hour.

  10. #10
    Join Date
    Jun 2007
    Location
    Australia
    Posts
    819
    Quote Originally Posted by aodat2 View Post
    Hi guys!

    I was just wondering what you guys would say for Support Tickets to be answered at roughly around the 2 hour mark? Would it be acceptable or would that be a little too long? What do you guys think? Would just like to get a general idea from everyone around.

    How about tickets to other Departments? For example Customer Support/Sales/Billing? Would 2-3 hours during working hours be considered too long or is it just normal response time?

    Do hope that you guys could give me a feedback on this. Just wanted an idea.

    Thanks a bunch
    It really depends on whether you offer a SLA to your customers. Are you offering 24/7 support? When you have a SLA, you can specify the response time and any compensation if you fail to meet that response time.


  11. #11
    It really depends on what needs to be done and how busy the Sales/Billing/Support staff are. The load varies every hour/day/week/month.

  12. #12
    Join Date
    Dec 2005
    Posts
    3,077
    It's acceptable for sales and billing, but not for support unless its a very budget service.

  13. #13
    Join Date
    Mar 2006
    Location
    Australia
    Posts
    771
    Quote Originally Posted by PCS-Chris View Post
    It's acceptable for sales and billing, but not for support unless its a very budget service.
    +1

    If you're paying a reasonable fee, there's nothing worse than being stuck waiting for hours for someone to press a button or replace a cord.

  14. #14
    Join Date
    Jun 2005
    Location
    New York
    Posts
    2,882
    For a dedicated server (especially if you are running a business on it), I think that 2-hour responses are a bit too long. Imagine if your server is down and needs a reboot, would you and your clients want to wait 2 hours for this?
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  15. #15
    Join Date
    May 2011
    Location
    Canada
    Posts
    10
    As others have said, it really depends on the type of ticket; if it is an urgent matter, then anything more than 30 minutes is too long (unless its a very budget service), but if its just a regular support ticket then 2 hours is just fine.

  16. #16
    Join Date
    Mar 2005
    Location
    Cardboard box
    Posts
    1,023
    When it comes to server downtimes, 2 h is too long. Otherwise I tend to prefer detailed responses, and don't mind if it takes a bit long answer.

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