To me a reasonable response time is right away to let customers know that an outage has occurred and what they are doing to fix it. If you have to probe them and wait 6 hours just for a status update then you have every reason to be upset.
Rich WebsiteMaven - Web Hosting Reviews, Guides, and Advice to Build and Promote your Web Site
Blue, I'm not sure what your issues are, but you have a habit of making very hostile posts, whether you are involved in the thread or not.
You've noticed this as well BoardHoster? he was hostile to most of my posts yesterday as if someone pissed in his cereal. Not really hostile, however, always ready to attack.
Yea, I also believe anywhere within 4-8 hours is a fine response time. I can't really imagine any company providing true 24/7 support unless they have the finances to pay full-time employees who are on rotating shifts. Out sourced support is just not the same.
I disagree, when dealing with dedicated servers a 4-8 hour response time is unacceptable. I rely on my servers to run my business, if something happened that needed to be fixed and I had to wait 8 hours I would lose alot of money. Some one should always be ready to deal with urgent support requests. A company selling dedicated servers should be able to respond within 15-20 minutes for urgent requests no matter what day or time. For less important matters its not as big a deal, like when I'm in contact with billing support or setting up rdns I don't mind waiting at all.
There's nothing wrong with getting servers via a provider that resells servers as often the provider provides a service that the data center doesn't (i.e. complete management). But support turnaround for reboots has to be immediate at any time of day or night on any day of the week. Normally the client would be an existing client of the provider as a reseller that needs to expand to their own server and in this case the client would have tried and tested the host's support and know that it is truly 24/7.
On another note, a truly managed service would include server monitoring so the host should know the server is offline before the client notices.
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