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  1. #1

    Response Time :: How much effective

    In the past few months, I have tested 2/3 hosting companies. I have found that they were promised about quick response of their tickets. Most of them guaranteed the response time is below 60 minutes.

    Interesting?

    Yes, really interesting as I found that they keep their words by some technique. Suppose that, I have sent a ticket for a simple technical issue. Usually all provider sends ticket opening confirmation. So, I dont count it as a reply as it is automated. Within 2 - 5 mins I get a response from someone of their respective department something like:

    "We have received your ticket. We are now checking the issue and will update you soon".

    So, one reply is made. The 60 mins promise is kept. Now they have another 110 mins to solve the issue.



    Thanks

  2. #2
    Join Date
    Jun 2001
    Location
    Gotham City
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    It's quite typical actually... I've dealt with providers who do this and its extremely frustrating to get a response some 6 hours later.
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  3. #3
    Join Date
    Feb 2007
    Location
    USA, UK, Singapore
    Posts
    3,325
    lol... I understand its quite frustrating.

    However, there are some providers who keep their promise and send 2 replies (1 automated & other human response ) within promised period.
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  4. #4
    Join Date
    Oct 2003
    Location
    Hanoi
    Posts
    4,306
    I guess that kind of vendors hiring someone who doesnt have access to server, just for replying those messages, then pass it to other techs. In that case, there is no guarantee that there is a tech there can take a look at your issue

  5. #5
    Join Date
    Dec 2004
    Location
    United Kingdom
    Posts
    301
    Keep in mind that a response guarantee and a resolution guarantee are two different things. I agree having a response just saying 'we are looking into it' isn't very helpful. It certainly shouldn't count if it's automated.

    However sometimes it's necessary to put a reply that the ticket is being looked into as actually resolving the issue may take a lot longer than an hour.

  6. #6
    Join Date
    Feb 2007
    Posts
    1,250
    ...and this way, you also know that the ticket was received.
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