Get Paid to Participate - up to $1 per post!     Twitter     Facebook     Google+
Hosting Discussion
 

forgot password?



Reply


Old
  Post #1 (permalink)   08-17-2005, 09:36 AM
HD Newbie
 
Join Date: Aug 2005
Posts: 5

Status: MadroosterTony is offline
What is your average ticket response time. Not always a solution, but just to let you know customer know, that someone has read their problem.

Im just wondering if I am being too hard on my guys by enforcing a very short time limit on the first response. :-)
 
 
 


Old
  Post #2 (permalink)   08-17-2005, 09:52 AM
HD Management Staff
 
Artashes's Avatar
 
Join Date: Apr 2003
Posts: 9,719

Status: Artashes is online now
That is actually a very cool question to ask. I am quite interested to learn about that myself.
 
 
 


Old
  Post #3 (permalink)   08-17-2005, 11:27 AM
HD Wizard
 
Blue's Avatar
 
Join Date: Oct 2003
Location: PEI
Posts: 2,713

Status: Blue is offline
While it is a good question it doesn't serve much purpose.
The question is too open to dishonesty.
What is to stop a host who has a 24 hour average response answering that they have a 20 minute average ticket time just to make their company sound better?
__________________
Hampshire Hosting
Affordable Shared and Reseller Hosting
 
 
 


Old
  Post #4 (permalink)   08-17-2005, 12:05 PM
HD Guru
 
Join Date: Aug 2005
Location: Kalamazoo, MI USA
Posts: 657
Send a message via AIM to Zachary McClung

Status: Zachary McClung is offline
Blue,

What you have to take into consideration is there are many honest hosts on this forum. Yes, some host will provide response times of 20 minutes and they will really provide 24 hour response times. However, it is still an excellent question.

Personally our response times range from 15 minutes to and 1 hr. It depends on how many tech guys we have on, how many tickets are submitted and how long a problem takes to be resolved.

A security issue with the server will have to be forward to an administrator and it will take longer. An email issue could be resolved within the first response.

MadroosterTony, keep tough on your guys. It sets a standard for your company and you as a manager.

Good Luck!
__________________
Zachary McClung, Sales & Marketing Manager - Need a Quote? E: zach@jaguarpc.com
JaguarPC.com - Managed VPS Hosting
Resellerzoom.com -Cpanel Reseller hosting
modVPS.com - Unmanaged VPS | Multiple Locations | Since 1998
 
 
 


Old
  Post #5 (permalink)   08-17-2005, 10:52 PM
HD Wizard
 
Join Date: Sep 2004
Location: Pennsylvania
Posts: 1,628

Status: ANMMark is offline
We always strive for a 5-10 min response time.

However, it really depends on the issue at hand, as well as the tech handling the issue.

Some of our techs get wrapped up in determining the root of the problem, and completely forget to say "Oh hey, we got your message, we're working on it" The issue typically takes the same amount of time to resolve, but there are certainly times that the client is not notified before the issue is resolved

So while we strive for the 5-10 min rt, I can't lie, some of our techs simply forget to let the client know that they're working on it, and instead simply.....work on it.

We've been pushing the issue a bit more to get to the client and let them know your on it, but again, some techs simply forget.
__________________
Mark
NIC™ - Network Innovative Concepts - Get ready for R.A.I.N.
Protect your website from hackers NIC™ - SiteLock
 
 
 


Old
  Post #6 (permalink)   09-03-2005, 02:02 AM
HD Newbie
 
Join Date: Sep 2005
Posts: 28

Status: townbaby is offline
Response time won't fix your problem. Some company tend to reply when the problem is fixed and some will reply immidiately after they receive the ticket.
 
 
 


Old
  Post #7 (permalink)   11-09-2005, 05:52 PM
HD Newbie
 
Join Date: Aug 2004
Posts: 25

Status: ALL Acquisitions is offline
We definitely reply to our support requests as soon as we receive them, we check all support e-mails and tickets on the hour every hour, so most requests are answered within a half hour of being received, sometimes sooner.

We do not necessarily provide a direct answer to the question, however we will provide general information and the amount of time we expect to get the situation resolved, if in fact it will take us some time to solve the issue. These reponses are appreciated, as the clients, if they are aware of the task they are asking about, will all ready know that it will take time, but they want to know that you have actually started working on it in that case, and that is important.

Hope this helps.
 
 
 


Old
  Post #8 (permalink)   11-10-2005, 03:34 AM
HD Addict
 
Join Date: Sep 2005
Location: India
Posts: 158
Send a message via AIM to peter phillips Send a message via MSN to peter phillips

Status: peter phillips is offline
Initial response is given in 20 minutes; not with any auto responders but a personal mail from our dedicated support engineer with solutions. If the issue is critical then we do provide information regarding the amount of time required to resolve the issue.
__________________
Outsourced Hosting Support || Server Management || Web Development
Phone : 408-512-1759 || AIM : support24by7 || MSN : sales@eTechSupport.net
24x7 Dedicated Web Hosting Support
 
 
 


Old
  Post #9 (permalink)   12-07-2005, 10:55 AM
HD Amateur
 
Join Date: Nov 2005
Posts: 95

Status: Dediwebhost.com is offline
Our general response time is 10-15 minutes. Reboots are generally faster but we always make sure that the server comes back up and isn't stuck at fsck or something else before we respond to the customer.
__________________
Dedicated servers for a great price. Resellers are welcome.
www.dediwebhost.com
 
 
 


Old
  Post #10 (permalink)   08-02-2006, 11:54 AM
HD Newbie
 
Join Date: Dec 2005
Posts: 33

Status: webcs is offline
Quote:
Originally Posted by Blue
While it is a good question it doesn't serve much purpose.
The question is too open to dishonesty.
What is to stop a host who has a 24 hour average response answering that they have a 20 minute average ticket time just to make their company sound better?
Not only that but how about quality? Ok ticket answered in 60 minutes but doesn't make sense. Or makes matters work. You really have to divide quality into ticket time to get a true measure.

Also, some tickets aren't as important as others. So ticket time in itself is NOT a true barometer.

We like to use a quality meter personally.
__________________
WEBCS.com - WEBSTER COMPUTING SERVICES
13 years and counting, one of the oldest hosts in the world. Trust, support, performance.
dedicated servers, shared and managed hosting, consulting.
 
 
 


Old
  Post #11 (permalink)   08-02-2006, 12:12 PM
HD Newbie
 
Join Date: Aug 2006
Posts: 38

Status: george7004 is offline
Quote:
Originally Posted by MadroosterTony
What is your average ticket response time. Not always a solution, but just to let you know customer know, that someone has read their problem.

Im just wondering if I am being too hard on my guys by enforcing a very short time limit on the first response. :-)

I check my e-mails usually every 10-20 minutes.. when I see that someone needs help I reply ASAP
 
 
 


Old
  Post #12 (permalink)   08-04-2006, 01:14 AM
HD Addict
 
Join Date: Feb 2005
Posts: 121

Status: ThinkSupport is offline
We take on an average 10 to 15 minutes for first reply on an board were we solve about 60 ticket by each tech per shift including chat.

To improve response time we configure the address in outlook to get instant view of any new ticket.
__________________
ThinkSupport Solutions - ThinkSupport.net
Thinking Of Support Solutions ? ......... Think About US ......... !
PH : (408)-9142-581 AIM : ThinkingSupport MSN : sales@thinksupport.net
Offering 24/7 Outsourced Support Solutions for all major control panels/os's
 
 
 


Old
  Post #13 (permalink)   08-04-2006, 04:06 AM
HD Guru
 
Equinox's Avatar
 
Join Date: Nov 2004
Location: South Africa
Posts: 589
Send a message via MSN to Equinox

Status: Equinox is offline
I'd say a big part of the response time, would be the timezone you are in...

I submitted a cPanel support ticket and had a response within a few hours. When I submtited a second one, 10hrs later, it took nearly a day for a response to come through...
__________________

[ Currently hosting with: Softlayer, Hetzner, Linode, AcuNett ]
 
 
 


Old
  Post #14 (permalink)   09-08-2006, 05:12 PM
HD Amateur
 
Join Date: Sep 2006
Posts: 63
Send a message via ICQ to watchdoghosting Send a message via AIM to watchdoghosting Send a message via MSN to watchdoghosting Send a message via Yahoo to watchdoghosting

Status: watchdoghosting is offline
I've learned that if you respond to a trouble ticket letting the customer know you are currently looking into the problem and will report back soon with more information, it puts them at ease, knowing their issue is being looked into and taken care of. Even if it takes you extra time than anticipated, this gives the customer a good sense of comfort and reliability with your company.
 
 
 


Old
  Post #15 (permalink)   10-27-2006, 08:17 PM
HD Newbie
 
Join Date: Oct 2006
Posts: 41

Status: Jade is offline
I personally hate 'using' tickets, I think the response time is just far to long. I know they probably have a huge amount of tickets to respond to, but hey hire more staff...

Often I 'have' to open a ticket to see why my website is down, and waiting for a response for two hours just really doesn't help get my site back up does it!
Also the time difference is a nightmare, I am one for Live Support! My current host, recently removed that feature and I am very disappointed.
 
 
 
Reply
Previous Thread Next Thread


Thread Tools

New Post New Post   Old Post Old Post
Posting Rules:
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts
vB code is On
Smilies are On
[IMG] code is Off
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On
Sponsored By: