Average Ticket Response Time?

[HarmonWorks]

Just out of curiosity, what is the average ticket response time you've had? I've seen some messages from people upset after just a couple of hours of no response, and other from people who have waited far longer.

[Vin DSL]

Maybe I'm just lucky, but the few times I've had to use the ticket system, the response time has been V satisfactory. I left a ticket at like 4:00 AM, one time, and it was answered by 5:00 AM.

[jason]

Most of my tickets have been answered within an hour or two. Sometimes for more complex things its taken a while for them to completely resolve the issue, but the usually at least acknolwledge my ticket within a few hours. The only time I've had slow response times is when there is a major outage or something like that going on, but that's understandable and I try to avoid submitting tickets at those times.

I believe the official poilcy says that you'll get a response within 24 hours.

--Jason

[Toly]

I've been lucky too. The few tickets I've sent have been answered in less than an hour or so.

[mattsiegman]

Same here...

[martin01]

Originally posted by Toly
I've been lucky too. The few tickets I've sent have been answered in less than an hour or so.

ditto

[Darryl]

What about tickets opened on a Friday night (like the one I just did ), or the weekend? There have been posts in other threads about accounts not created on the weekend because no one was there to physically do it? Same for support tickets? Am I gonna have to wait until Monday to get my subdomain fixed?

[Vin DSL]

Originally posted by Darryl
What about tickets opened on a Friday night ?... Am I gonna have to wait until Monday to get my subdomain fixed?

Yes, this is very unlucky for you! I suggest you start living a chaste life...

[eyelleye]

The few times I have had to open a trouble ticket I have been quite pleased with the service I have recieved. I did have an odd problem for a while after the move from Aletia (whereby images weren't showing up) and never really did get a satisfactory responce from support, but the problem has gone away and is a non-issue. When the techs aren't swamped with some freak issue like DoS attacks or something, all my tickets have been resolved within an hour. I even had one a couple weeks ago relating to a mysql problem. I made a post on the board here about it, filled out a trouble ticket, and by the time I had clicked submit, the problem was solved. The technician replied in my ticket that he had seen my post and went to work on the problem immediately. How's that for service? Overall, Im quite pleased.

[Gwaihir]

So far I've not had an indication that support tickets at 'odd' hours are dealt with any slower than others.

Only time I've been unlucky with a ticket was during the big War in Iraq hacking issues, but that came as no surprise given the extreme circumstances.

[Vin DSL]

Originally posted by Gwaihir
...Only time I've been unlucky with a ticket was during the big War in Iraq hacking issues, but that came as no surprise given the extreme circumstances...

Hahahaha! I wonder how they're enjoying their 70 virgins???