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  Post #1 (permalink)   06-17-2008, 03:06 PM
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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?
 
 
 


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  Post #2 (permalink)   06-17-2008, 03:24 PM
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I think a reasonable average is 1 to 3 hours with rare occasions with longer wait times than that in between.

And I don't count "We will work on your issue shortly" copy/pasted messages a response!
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  Post #3 (permalink)   06-17-2008, 07:52 PM
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Most help desk software has a choice on labeling your request with a priority level. For a high priority, I expect some sort of response within a few hours. For lower priority requests, I expect to hear something within 48 hours. I think everyone has different expectations so only you can determine what is acceptable to you.
 
 
 


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  Post #4 (permalink)   06-18-2008, 02:39 AM
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Depends on the company. As rule you get confirmation imidiately with approximately time for responce. Some company do guarantee responce time (not problem solving!!!)
 
 
 


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  Post #5 (permalink)   06-18-2008, 03:35 AM
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If you need a web hosting company with quick response time, try **********.com as they provide 1 hour response guarantee. This feature is included in their package plans.
 
 
 


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  Post #6 (permalink)   06-18-2008, 04:45 AM
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Quote:
as they provide 1 hour response guarantee
And that means exactly what? Should all their servers be offline and customer requests pouring in, I doubt replies would not lag behind. With no compensation mentioned, such claims are little more than sales talk.
 
 
 


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  Post #7 (permalink)   06-18-2008, 08:36 AM
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Quote:
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?
It depends. How severe is your issue, and how long have you been waiting?
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  Post #8 (permalink)   06-18-2008, 08:48 AM
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I would have to say 1-5 hours for Low 1-3 for medium and under 1 hour for 911 tickets.
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  Post #9 (permalink)   06-21-2008, 05:44 PM
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I would say less then 5 hours for all support related, but I understand if it's a holiday at 1AM in the morning!
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  Post #10 (permalink)   06-21-2008, 11:55 PM
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You should wait no longer than between 30 to 60 minutes.
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  Post #11 (permalink)   06-22-2008, 07:33 AM
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In my opninion the ticket should be responded within 15-20 minutes in order to let the customer know the status of resolving his issue.

Such companies as Fastnext and Hostony provide such response time,that is for sure.
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  Post #12 (permalink)   06-22-2008, 06:15 PM
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Originally Posted by The Hosting Team View Post
It depends. How severe is your issue, and how long have you been waiting?
911 tickets not being responded to within 36 hours. I am unfortunately paid up a way with this company and am looking at the likelihood of getting my money back when I cancel with them.
 
 
 


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  Post #13 (permalink)   06-23-2008, 02:00 AM
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The best response time to respond tickets is less than an hour

However, if the issue is very deep, maybe it will be about 5 hours to 24 hours
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  Post #14 (permalink)   06-23-2008, 02:00 AM
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911 tickets not being responded to within 36 hours
This is really unacceptable
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  Post #15 (permalink)   06-23-2008, 02:11 AM
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1 hour is acceptable.
 
 
 
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