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  Post #31 (permalink)   07-29-2008, 05:23 PM
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Quote:
Originally Posted by acnephonestyle View Post
With hostgator it is normally around 5hours
Didn't you just start another thread and state you haven't tried them yet?
 
 
 


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  Post #32 (permalink)   07-29-2008, 05:37 PM
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Quote:
Originally Posted by HL-James View Post
Didn't you just start another thread and state you haven't tried them yet?
That is surely a mystery to me as well...
 
 
 


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  Post #33 (permalink)   07-29-2008, 06:51 PM
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In my opinion, anything within 6 hours is reasonable.
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  Post #34 (permalink)   07-29-2008, 08:53 PM
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When I had an account at HostGator, I usually got a reply within an hour. I'm not sure how they are doing with their response times now.
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  Post #35 (permalink)   08-03-2008, 07:08 PM
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I know with my company, all my customers have my cell phone number so if something goes wrong - seriously wrong, they can call me.
Now for normal issues, we respond in less then 6 hours. It maybe a fix or an email saying that we got the ticket and are working on it.

Now for the bigger companies that have a larger staff and all, I would think they should get back to you within an hour.
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  Post #36 (permalink)   08-07-2008, 11:11 PM
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I expect at no more than 1 hour Monday-Friday and possibly Saturday. Sunday, well it's acceptable.
 
 
 


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  Post #37 (permalink)   08-09-2008, 09:52 AM
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We try and shoot for under an hour, but typically we will try and at least respond in some form or the other in a few minutes, we have our support system send the email when the ticket is started to our phones, that way we know right away when something is going on. That way we make sure we respond ASAP
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  Post #38 (permalink)   08-09-2008, 10:26 AM
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For sales, 3 hours.

For technical support, 1 hour.
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  Post #39 (permalink)   08-09-2008, 12:21 PM
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I like responses with in 1 hour unless I mention it's not a priority. The host I am with tend to turn around tickets with in minutes which is cool.
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  Post #40 (permalink)   08-20-2008, 11:14 PM
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Yes, I agree with Internet-Guru that the response time for sales department can take more time as they usually don't work 24/7 as the support department does.
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  Post #41 (permalink)   08-21-2008, 02:59 AM
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high quality posting only.
-------------------------------

the most impresive support is under one hour.

even though you are not in hurry, faster reply from your hosting provider is a must for you, . It indicates they are professional.
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  Post #42 (permalink)   08-21-2008, 10:19 AM
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Quote:
Originally Posted by BobZ View Post
This is really unacceptable
Fully the nice way to put it, I would be FUMING.


We don't try for any ticket to go unanswered for that long, and at the end of the month sometimes we will run a poll for those slacking in the ST area with late replies. No matter what level, we still take care of the client and part of the dealing with it is reassuring the client that we are working on it to resolve it ASAP. There is no general reply (We don't do that) but we will reply and explain to keep the client up to date. Most places might do a "We are working on it" and say nothing more, for up to 5+ hours I have seen, that's just a no no.
 
 
 


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  Post #43 (permalink)   09-08-2008, 07:29 AM
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windows hosting provider ******.com has replied my ticket within 25 minutes. I was really surpriced.

However there are some companies that claim to give 10 minutes response guarantee... I do not believe that.
 
 
 


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  Post #44 (permalink)   09-08-2008, 06:19 PM
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The reasonable timeframe should be <1 hour for any good hosting company. Better Support = More customers.
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  Post #45 (permalink)   09-10-2008, 07:48 PM
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Support response time, as quick as possible. My support staff manage a response within 15 minutes. On average it's about 5 mins to date. Sales is a couple hours as they are not 24/7 but still. I'm sure most will claim this as untrue, a long time ago I would agree as I had bad experience with providers. You're always welcome to try.

To have a reponse later than 3 hours I wouldn't accept. Your website could be down and 3 hours of downtime for many business can be very very costly. In my oppinion it's in the top three most important for a web host.
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