Originally Posted by BobZ
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.