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  Post #16 (permalink)   07-27-2009, 04:15 AM
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  Post #17 (permalink)   07-27-2009, 12:12 PM
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I guess I should have said first response time.

mrzippy I am not sure I follow where you are going with this as I have seen cheaper places still over quite decent service and turn around times. I have even tested some competition out and I have seen those who are "you get what you pay for" and also those who stand aside from the same note with amazing turn over time. I think that depends on the company too, not just what you pay for.
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  Post #18 (permalink)   07-28-2009, 05:51 AM
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The response should be asap. The issue should be solved within 8-12 hours max.
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  Post #19 (permalink)   07-28-2009, 09:08 PM
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Quote:
Originally Posted by Limespace View Post
The response should be asap. The issue should be solved within 8-12 hours max.
That fully depends on what the problem is too.

"I broke my email, help" is a great deal different than some random person using a bad script on their site that causes some crazed fool to run an injection onto an entire server, causing it to be down for not just their site, but all the sites on the shared drive too.

Just the same, something that could be company wide (cPanel freaking out), could take longer since its not the host waiting on their end, but cPanel on that end instead.
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  Post #20 (permalink)   07-29-2009, 08:26 AM
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Certainly, you want to respond to tickets as quickly as possible to minimize customer churn, but resolution depends entirely on the issue. When you get a ticket from an administrative contact regarding an issue related to their third party developer and they don't have their developer's contact information, or even understand the scope of the problem, it can significantly delay resolution.
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  Post #21 (permalink)   09-08-2009, 02:30 PM
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Uaually all the tickets should be dealt with in 10 minutes,If your question is very difficult,customer staff will email you noticing you should wait a period of time.Once the problem is fixed,customer also will email you to notice.
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  Post #22 (permalink)   09-09-2009, 10:04 AM
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I am having an issue randomly when I open a support ticket (not in the clients name, but in the clients support area) that right off the bat I can not "assign" the ticket to me, so when they do reply, I do not get the email update, grrr.

I love the idea within 10 minutes, but lets face it, for smaller companies that is going to be hard to do unless you sleep next to a computer that will set off an alarm when one comes in during the middle of the night.
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  Post #23 (permalink)   09-13-2009, 01:49 PM
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Depending on what you are paying for hosting my expectations would change slightly for how rapidly I expect my tickets answered. If I am paying a dollar a month for unlimited anything I would defiantly expect a slower answer than if I was paying more for business specific hosting. For the cheap budget hosts I would be happy with a couple hour response time, business hosts 30 to 60 minutes at most.

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  Post #24 (permalink)   09-14-2009, 10:10 AM
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John, I do see your point in that but coming from a place that has two hosting sites (different package sizes), we still answer all tickets ASAP for each site. To me it does not matter what you are paying, all tickets need to be handled quickly, otherwise clients get bored and go elsewhere.

I guess I was just looking for a middle ground as to what others were doing here.
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  Post #25 (permalink)   09-17-2009, 12:05 PM
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I think average response time to support tickets should be between 30 minutes to 1 hour with the actual resolution time being dependent upon how critical the issue is. This is only to keep the customers updated that their issue is being worked upon.
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  Post #26 (permalink)   09-18-2009, 12:08 AM
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A good hosting company maintains a average response time of 30 mins, 1 hour is also a good response time. it is also true that the hosting companies claims every ticket to be answered in 24 hours, it is for the safer side
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  Post #27 (permalink)   09-18-2009, 09:33 AM
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Average response time 10 ~ 30 minutes. Resolution time, 2 - 6 hours. It depends on the load of tickets, and many other aspects.
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  Post #28 (permalink)   09-18-2009, 10:03 AM
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How many companies here then (just a guess) that have full 24/7 support then? No matter what the time of day or night? I wonder how hard is it to come by these days for other places out there?
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  Post #29 (permalink)   09-18-2009, 01:54 PM
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We have 24/7 support, shockym. No matter what the time of day or night. LOL
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  Post #30 (permalink)   09-18-2009, 02:19 PM
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We have 24/7 support, english and spanish native speaks. =)
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