That by far, is easier said than done. It's not always easy to allocate money for new staff...even one.

You'll find that many providers (if not most) will limit Live Support to Level1 issues only. This enables them to take care of most simple issues fast, and at minimum cost. Having level3 techs explaining how to setup an email account in outlook isn't exactly the most efficient approach.

Normally our response time is between 5 to 10 minutes once the ticket is received on board.But incase if the issue is gonna take time to get resolved, We just inform client that "We are working on your issue and it will take some time to get completely resolved rather than having a temporary fix on it.You will be updated as soon this is done "

This way client knows that their issue has been read and you are working on that....

We've really been working hard with our tech support team to reduce the response time while still comprehensively addressing issues. We're at 3:48 average response time since 12am today. Our daily stats are always posted on our ticket submission page, you can see them changing at:

http://esupport.acenet-inc.net/?_a=tickets&_m=submit

Our avg response is 3h 35m... Now we have 24/7 support so next month I will hope to see that at least cut to 1hr.

Sometimes our responses are quick and we get them sent out in 20min (with the issue fixed if it's basic ).

-Matt

Varies.

Server management issues are usually responded to within 10-60 minutes, and at most a few hours for resolution.

Sales/billing can be up to 12 hours, although most often it's a few minutes

even if the issue is not resolved it is must-have thing that the customer gets e-mail in 15-20 minutes that his ticket has been forwarded to the corresponding department