How long do you wait for support response?

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Posted by tfk, 08-06-2004, 07:09 PM
Just little reality check. How long does it take for you to get a response for a support ticket from your host? Tom
Posted by ferzan, 08-06-2004, 07:26 PM
How about 3-5 minutes?
Posted by Lubby, 08-06-2004, 07:32 PM
3-5 I think would be a stretch considering many of our support tickets take almost that long to read and then you have to correct any problems. 10-15 I would consider fast. 20-30 also decent.
Posted by ferzan, 08-06-2004, 07:35 PM
I have been with bluewho.com for over 2 days and its the average response time I got. Most companies can't beat that I guess. I'm a reseller not a dedicated customer though. Thanks
Posted by tfk, 08-06-2004, 07:48 PM
How about responding to getting a CSR so you can purchase a SSL certificate? I know that this is a feature of cpanel but in this case, it is disabled. Anyone experience this situation before?
Posted by RossMAN, 08-06-2004, 08:41 PM
You get what you pay for. In your case you decided to go with a quality web host who isn't the cheapest, nor the most expensive. Excellent choice
Posted by IHSL, 08-06-2004, 09:44 PM
It makes me laugh at how "20-30" minutes is nowadays tagged as mediocre (apparently technicians don't look at tickets anymore). Anyone who states 3-5 minutes is going to be in for a big, big shock to the system when their question is actually something that needs attention. In my opinion, anywhere around the one hour region, sustained on a true 24/7 cycle, is going to mean you're with a well-staffed and trained team of professionals. Simon
Posted by NeoGen, 08-06-2004, 10:22 PM
I get a response time ranging from 10 Minutes to 2 Hrs. Like for critical tickets, I get pretty fast response within 10 Minutes. But for particular tickets it is 45 - 75 Minutes. More than response time, the reolution to your problem is more important. I am not sure, how somebody can response back and at the same time resolve the problem with in 3-5 minutes.???????
Posted by Laci, 08-06-2004, 10:43 PM
I have been with BlueWho for almost a year , the reply time on the forum is *on average* between 3-5 minutes email is not much different , I have not had the experience of having a longer than 10 minute reply time.
Posted by Tetraboy, 08-06-2004, 11:26 PM
For most issues, 1 hour response is fine to me.
Posted by tfk, 08-07-2004, 01:16 AM
I am a reseller, I am payin $30 for 3 gig and 30 gig from a host that has a very good reputation on this board. My response times over the past couple of days were 5hrs, 10min, 9Hrs, 30 min, 3 1/2 hrs and 8hrs. Is there anyone who has had consistant good service from their host for over a period a year or two? Thanks T
Posted by Bashar, 08-07-2004, 02:20 AM
i'd say anything between 1hr - 12hr is good but ppl never get satisfied they want to be answered before even asking the question so the less the better heh
Posted by PMH-Steve, 08-07-2004, 02:32 AM
I think maybe some of us are getting a response mixed up with the "your support request was received" auto-responder! It depends on the issue but I would say you should at least get some type of human response within 30 min. to one hour.
Posted by 2Grumpy, 08-07-2004, 03:06 AM
Depends on the type of action required, anything from a few minutes (pretty outstanding) to some stuff that takes days even weeks (rare) to solve. Though I'd like to see a REPLY at least a "ok we got it" within a short time, an hour give or take.
Posted by NeoGen, 08-07-2004, 03:06 AM
Without making comments on your cost. I feel that the response time is pretty ok. It also depends on the type of problem as well.
Posted by netexpress, 08-07-2004, 05:26 AM
well my responce time is alway good from my host cause they use tickets, forum, and msn messenger so there always reachable, but im just happy as long as they reply in the same day!
Posted by DarkRain, 08-07-2004, 05:50 AM
Mines normally between 5mins - 12hrs, which you have to admit is not bad

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