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  Post #16 (permalink)   06-23-2008, 02:15 AM
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Quote:
1 hour is acceptable.
If this is not a urgent problem
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  Post #17 (permalink)   06-23-2008, 04:43 AM
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Personally, I care little for the response time if the issue is taken care of. I have a habit of contacting the host when the issue is completely out of my hands.

The standards for reasonable response time has changed over the years, as more and more hosts have started to advertise 24/7 support. Customers expect ever faster replies. Minutes is the desired turn around time now. Well, the staff can only look into an issue and respond so fast, and some issues are not just a click of a button away. Some can be pretty elusive, require monitoring over a period of time etc.

Thus, for me, it totally depends on the issue. If there's server downtime/slowness involved, I want the host to deal with it as fast as possible. For a small host with 1 tech in the graveyard shift, it would be impossible to reply the 10-20 or more messages from customers and deal with the issue as fast as possible. One must be given secondary importance, and I most certainly hope it's getting back to the customers. Sure, if 1-2 hours pass and the issue is likely to take longer, sending a short synopsis reply to everyone makes sense. But if the issue would take 1/2 hour to solve if given 100% attention, or 1 hour to solve if each ticket would be attended the minute it comes, I opt for the first.
 
 
 


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  Post #18 (permalink)   06-23-2008, 07:38 PM
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Originally Posted by AbbieRose View Post
Heh, I am starting to think I need a new host How long would you expect to wait for a response to a support ticket with your host? What is an unreasonable delay?
Unreasonable is anything over 24 hours in my opinion
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  Post #19 (permalink)   06-24-2008, 04:18 PM
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ldcdc I feel similar to you. I would rather they just get on it-but there is no reason that they can't have an auto responder at least tell you that your ticket was received and will be worked on.

Minor stuff can wait, being without a site for over a day cannot.
 
 
 


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  Post #20 (permalink)   07-12-2008, 02:51 PM
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Some company owner's are at school. I tend to reply under 13 hours at the most - when I use to own a host.
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  Post #21 (permalink)   07-15-2008, 11:48 AM
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The response time should be according to the seriousness of the ticket, if a server is down the client must be instantly notified and tickets answered instantly but if its a small issue with their site (that the host is not responsible for), the timeframe should be less.
 
 
 


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  Post #22 (permalink)   07-16-2008, 04:27 AM
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I am agree with you. A Customer should get response within 60 mins. That gives him confidence that his issue will be taken care of. No, matter what is the issue; at least first response inform the customer how much time it is going to solve his issue.


Quote:
Originally Posted by WebzPro View Post
You should wait no longer than between 30 to 60 minutes.
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  Post #23 (permalink)   07-18-2008, 04:03 AM
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I would expect an average response time of 1-4 hours for most companies, depending on the nature of the ticket.
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  Post #24 (permalink)   07-18-2008, 05:15 AM
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I would expect an average response time of 1-4 hours for most companies, depending on the nature of the ticket.
The response time greatly depends on the nature of the ticket,but in spite of all facts the customer should always get at least a notification that the problem is being investigated.
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  Post #25 (permalink)   07-18-2008, 02:47 PM
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Quote:
Originally Posted by BobZ View Post
The response time greatly depends on the nature of the ticket,but in spite of all facts the customer should always get at least a notification that the problem is being investigated.
That's true. I like to know that someone is at least attempting to help me.
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  Post #26 (permalink)   07-20-2008, 09:01 PM
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It depends when the ticket would actually be picked up, what the issue is. Sometimes your issue may take several days to nail down.
 
 
 


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  Post #27 (permalink)   07-20-2008, 10:54 PM
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Usually, Level I (basic) support needs to be answered within 30 minutes. Level II can take anywhere from 1 hour to 4 hours while Level III - which may include Server Side changes is normally scheduled as it affects many domains on a Shared Hosting Server.
 
 
 


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  Post #28 (permalink)   07-22-2008, 02:39 PM
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I think within a few hours is an acceptable time depending on the issue. As long as noticible progress is being made you can give them some time.
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  Post #29 (permalink)   07-23-2008, 12:13 AM
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I think that it to mauch for the one issue 1-2 hours. But sometimes mightb be. Anyway better to minimize the time for that.
 
 
 


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  Post #30 (permalink)   07-29-2008, 05:02 PM
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With hostgator it is normally around 5hours
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