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  Post #31 (permalink)   02-06-2010, 09:14 PM
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If you wish to provide quick support then keep the ticket SLA to 10 min.

  Post #32 (permalink)   02-07-2010, 09:23 AM
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Originally Posted by shockym View Post
What is the preferred turn around time? I know if its not something urgent in our system you can set to low/med/high levels, but what is good? I have heard so many talk about waiting for days for any type of reply from their hosting company.

We try for anytime within the first 20 minutes of one being submitted to show good faith that we are investigating whichever issue might be going on, but I don't think I could handle waiting a day for a response.
We also reply between 5-20 minutes depending on the scale of the issue.

I think anything over an hour is a problem. Considering many support requests could be costing the customers money itís vital to have 30-minute response times.

I think if some of GoDaddys customers moved to a small host they would never leave. I believe GoDaddy has a 6 hour response time
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  Post #33 (permalink)   02-12-2010, 02:40 PM
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A average time is 30 min. but it depend on the issue.
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  Post #34 (permalink)   02-16-2010, 10:22 PM
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20 - 30 minutes, tops!
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  Post #35 (permalink)   02-17-2010, 12:15 AM
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Usually, just less than an hour.
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  Post #36 (permalink)   03-09-2010, 09:47 AM
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We try to keep it to under an hour. We have our system set up to escalate after 20 minutes of no tech response, and then up from there. The end result is that the customer gets a timely response, any time of the day.

  Post #37 (permalink)   03-13-2010, 11:10 AM
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if your a new company always respond to the most recently opened ticket ... so your clients can be like omg i get quick 1 minute response

other wise
urgent - 15 - 20 mins
med - 30 mins
low - 45 - 60 mins

  Post #38 (permalink)   03-14-2010, 07:49 PM
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Usually, takes within 30mins, but I believe within 5hrs is ok in general
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  Post #39 (permalink)   03-20-2010, 06:54 PM
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I think anywhere from 30 minutes to an hour for a medium priority ticket is fine. For critical issues I would expect less than 30 minutes.
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