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05-30-2011, 02:51 AM #1Junior Guru
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your average ticket response times
hello all,
i'm working on getting my company started and i plan on having 30 min response times and a max of 1 hour resolution (excluding very bad stuff) but i was just wondering what you guys have on your response times.. just wondering and bored.. 2 am here and can sleep 0.0[] Next Door Web Hosting
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05-30-2011, 03:02 AM #2Web Hosting Master
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30 minutes - 1 hour for the response time (weekdays). It also depends on how difficult to solve the issue/problem.
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05-30-2011, 04:28 AM #3Junior Guru Wannabe
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- Feb 2011
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depending on the ticket and the time,
if the ticket are place during the business hours - 2-30min
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05-30-2011, 05:35 AM #4Web Hosting Master
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Just curious, what would you do guys when your main internet connection downs (let's say more than 1-2 hours), and you couldn't get to the ticket system to reply any of your customers tickets?
Do you have any internet connection backup, just in case the main one drops?Web Hosting Business Guide Book - Getting & Managing Your First 1,000 Clients in Web Hosting
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05-30-2011, 05:43 AM #5Web Hosting Master
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Most people have more than one person working on the support staff (it's difficult, but not impossible for one person to handle support 24/7), hopefully on a different connection. There is also the ability to access the tickets via your smart phone, which would also have a completely different Internet connection.
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05-30-2011, 05:47 AM #6Web Hosting Evangelist
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- Jan 2011
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Hello,
If it is 24 * 7 support, an initial response of 15 minutes can be fixed. Resolution depends on the seriousness of the issue. For an IP block, I thinks the issue can be resolved quickly without an initial and can update the client.
Most important thing is that you should be able to fulfill what you offers to clients. Good Luck !Last edited by cptechie; 05-30-2011 at 05:49 AM. Reason: Typo
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05-30-2011, 06:11 AM #7Web Hosting Master
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There is also the ability to access the tickets via your smart phone, which would also have a completely different Internet connection.Web Hosting Business Guide Book - Getting & Managing Your First 1,000 Clients in Web Hosting
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05-30-2011, 06:11 AM #8Junior Guru
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lol i really havent considered what would happen if my internet went down guess its time to get a new blackberry... 5 AM
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05-30-2011, 06:59 AM #9Junior Guru Wannabe
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Our Support team has a strict 10 minute response requirement every time a client says something, 24/7. Resolution time always varies, but we shoot for under an hour.
Our Sales and Accounting departments on the other hand have a 1-3 hour response time and are open M-F 6AM to 10PM CST.
Hope this information helps.Kris Anderson - Limestone Networks - Director of Business Development
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05-30-2011, 08:56 AM #10Web Hosting Master
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According to a neat module in WHMCS:
Your average response time is: 0 Day(s) 0 Hour(s) 24 Minute(s) and 42 Second(s)Recommended: Stablehost, Hivelocity, Fused
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05-30-2011, 09:26 AM #11Hello World
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05-30-2011, 11:08 AM #12WHT Addict
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05-30-2011, 11:58 AM #13Hello World
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UK Based Proactive Server Management.
Zabbix Enterprise 24/7 Monitoring.
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05-30-2011, 01:22 PM #14
Our support queue doesn't see a ton of action, just a handful of daily tickets.
Our initial response time to a new ticket is often within minutes. This is to update the client and let them know that we've received their request and are looking into the issue. Depending on the situation, we'll usually have another update for them in a matter of 30-60 minutes, otherwise we'll update them at that time and let them know how long we believe it will be until a resolution to their request can be completed.
That WHMCS module looks great, I was wanting to get something custom coded that would also allow us to display our support time stats on our website as a marketing feature. A widget or box that displays, "This weeks support stats" with the information being displayed in averages. Something that would show:
Support Queue Load (X-XX tickets in queue = low xx-xxx tickets = medium xxx-xxxx = high)
Average weekly response
Average weekly resolution
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05-30-2011, 01:36 PM #15Web Hosting Master
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We try to respond to tickets in under 30 minutes.
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05-31-2011, 09:49 PM #16Web Hosting Guru
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We tend to get replies via instant as they come in, but average less than 15 mins here.
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05-31-2011, 10:14 PM #17Web Hosting Guru
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1-15 min in business hours, after hours could be 1 hour.
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05-31-2011, 11:35 PM #18Junior Guru Wannabe
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normally tiscket respond willbe 30 minutes...that can show good support
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06-01-2011, 01:48 AM #19Junior Guru Wannabe
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Initial response time is absolutely the most critical of the two. Sometimes the problem can be fixed before the technician even replies then other issues are impossible for us to control such as propagation times and a registrar releasing a domain for transfer. In these cases it is very important to explain to the client why an issue is going to take some time to be resolved. Most experienced clients know these things already and even the new one won't mind a wait that is beyond your control if you'll only take the time to explain.
This issue is close to my business core as it's the second part of our slogan. "Fast Servers and Fast Friendly Support"Shared and Reseller hosting on high speed uncrowded servers at Glitter Hosting Services - Super server leasing deals, VPS, High End Reseller accounts at OverVolt.com and Glitter Hosting VPS.
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06-01-2011, 03:14 AM #20Web Hosting Master
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What I feel is that tickets should be handled within more or less 15 minutes for an initial response. That's something which is quite cruicial towards the impression given to your customers about your company.
Small problems should be resolved rather quickly and bigger problems will take some time more. But typically it should be done within more or less about 30-45 minutes.
There's not much excuse if you don't really reply and etc. The worst support I got from any provider is about 3-5 hours for an initial response and then about 3-5 days for resolution. The reason they gave was because they are a budget company and thus the reply tends to be slower than most better companies and etc. Oh well... I do agree they are cheap but to get a respond 3-5 hours later is kinda a long wait.
Can't really tell you what your response time might be but the best would ideally be less than 15 minutes initially and 30-45 minutes to get stuff resolved.Aaron Ong
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06-01-2011, 06:36 AM #21Junior Guru
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06-01-2011, 07:44 AM #22Web Hosting Master
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We offer a guaranteed support response time within 20 minutes. Most support ticket response times are between 10-20 minutes. Sales tickets are usually dealt within 1 hour as support tickets are prioritised.
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06-01-2011, 08:24 AM #23Web Hosting Guru
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- May 2007
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We try to respond as fast as we can usually under 5-10 minutes. 99.9% tickets gets closed under 15 minutes.
LoopByte
India Based Dedicated Servers, VPS & Hosting Services
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06-01-2011, 09:39 AM #24Newbie
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30 minutes for the response time and usually reply to make escalation the problem
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