What would be an acceptable ticket response time?

konnor · Oct 12, 2015

Hi!

I've been looking for a host and have been having a very hard time finding companies that will respond to support tickets or pre-sales tickets in a reasonable time frame or at all, among other issues.

I have had experience with companies taking 3 days to get the support tickets answered or are never answered at all, I will just say that I had to leave one host in the last few before I hosted a single file because they were unresponsive or slow to answer tickets.Do you guys think about 2 to 3 hours is good enough ?

Thanks

elcidofaguy · Oct 12, 2015

Yeah if they take more than a day then I would forget them... For me I look for 24/7 support with live chat... They should at least respond within an hour, even if they have not resolved it, they should keep you informed regardless... Its all about managing the situation correctly....

That aside if you pay for dirt cheap hosting like $1 per month - then you can expect to forget all of that as you pay for what you get.... Its worth paying more for a quality provider than having to go through issues which could take up a lot of your time and worries etc...

RDO Servers · Oct 12, 2015

Sadly, this is a common problem. Most hosting companies say they have 24/7 support, but too often that just means you can send them a email or submit a ticket 24/7.

I would say 2-3 hours for ticket response is "good enough", but not good. Live chat is a great feature to have too since it lets you talk to someone right away.

DotNetNerd · Oct 12, 2015

right now id be happy if support answered me at all. arvixe is the worst

m3server · Oct 12, 2015

15 minutes or less would be very good. Anything over an hour is leaving a lot to be desired.

AbeloHost · Oct 14, 2015

I believe that the average should be around 4 hours, but an acceptable time should be not more than 24 hours with most tickets answered within 15 minutes. That really puts the balance while also giving the support department flexibility in time to answer all tickets with detailed information.

It all depends on the type of requests made in tickets. When clients request support that can take 1-2 days, like content migration of 400 gigabyte, then that should be considered an exception.

When it's help with NS or DNS, or providing advice on how to correctly setup emails or a control panel on VPS, then this should be done within an hour.

There exist very demanding clients, and hosting providers that answer tickets very late. Both have to compromise in my opinion.

Princety · Nov 22, 2015

konnor said:
Hi!

I've been looking for a host and have been having a very hard time finding companies that will respond to support tickets or pre-sales tickets in a reasonable time frame or at all, among other issues.

I have had experience with companies taking 3 days to get the support tickets answered or are never answered at all, I will just say that I had to leave one host in the last few before I hosted a single file because they were unresponsive or slow to answer tickets.Do you guys think about 2 to 3 hours is good enough ?

Thanks

This kind of tickets should only take a few hours to be answered. It will also help if you tag the ticket as high priority when you submit it, it helps the support team pick up your case quick, because of the alert on the ticket. It may take longer than usual if you just set it to normal or low priority. Nevertheless, based on my experience, if the ticket is none technical related, the response time takes within 24hrs. So yes, 2 to 3 hrs is good, or lesser.

It would be best if your host has a chat support, better than ticketing system (just a thought).

hostslim · Nov 23, 2015

Live chat support, ticket response time avg. <20minutes and 24x7 telephone support in case of emergencies. This is for NOC cases. Normal support hours 2-3 hours is OK. Fast support times are really a must in this business. Nobody wants to be in the unknown for several hours and wait for a reply.

SenseiSteve · Nov 25, 2015

I think less than 15 minutes response time is important, but I'm less concerned about that than I am about how long it takes to get issues resolved. Great response time does not necessarily translate into getting your issues resolved quickly.

ulterios · Nov 26, 2015

konnor said:
Hi!

I've been looking for a host and have been having a very hard time finding companies that will respond to support tickets or pre-sales tickets in a reasonable time frame or at all, among other issues.

I have had experience with companies taking 3 days to get the support tickets answered or are never answered at all, I will just say that I had to leave one host in the last few before I hosted a single file because they were unresponsive or slow to answer tickets.Do you guys think about 2 to 3 hours is good enough ?

Thanks

I think with pre-sales a company should be responding faster than 2 to 3 hours. If it takes that long to reply to someone interested in a product or service then that person just might go somewhere else.

I can understand taking that long later down the road with some tough technical issues during a peak rush time, but I think that pre-sales should be fast so that the potential buyer can get the info they need and perhaps buy what the seller is offering.

ioZoom · Dec 3, 2015

konnor said:
Hi!

I've been looking for a host and have been having a very hard time finding companies that will respond to support tickets or pre-sales tickets in a reasonable time frame or at all, among other issues.

I have had experience with companies taking 3 days to get the support tickets answered or are never answered at all, I will just say that I had to leave one host in the last few before I hosted a single file because they were unresponsive or slow to answer tickets.Do you guys think about 2 to 3 hours is good enough ?

Thanks

3 days?? I would run like the wind from the company. Acceptable would be 2-3 hours I guess but if it's urgent thats obviously not good enough. Live support is the best and tickets responses under 30 minutes is top notch.

clickcloudit · Dec 4, 2015

Anything past 12 Hours is unacceptable. i would be very sketchy of any company taking more then that to answer

gerald88 · Dec 4, 2015

When you offer Livechat on your website a ticket response time arround 12 till 18 hours will be acceptable. For short and major problems people contact Livechat. When question needs te be researched you can make a ticket for your client and answer it later.

acquisto · Dec 5, 2015

Response time: 1 hour maximum
Rseolve time: 24 hours maximum

Percentage · Dec 5, 2015

I think 24 hours is good enough, if they don't reply within 24 hours then you might as well look for another service.

belinda · Dec 8, 2015

A response time within 2-3 hours is good.

LowEndXeon · Dec 14, 2015

I provide upto 1-10hour support, but yet an acceptable response time i'd say is about 24 hours!

rf-harris · Dec 16, 2015

It should be less than an hour.

KatnissEverdeen · Dec 17, 2015

I mostly use godaddy or HostGator for my hosting needs. If there is ever an issue I just call them up directly to get support. I have dealt with other hosting companies where the live chat was pretty unresponsive, so I didn't deal with them. If I am looking for hosting outside of the main 2 I use, I make sure that there is a phone number to call or a reasonable time wait on the live chat. I believe that the longest I was willing to wait was 2 hours.

KatnissEverdeen · Dec 18, 2015

Sorry that you had such an issue with HostGator. Whenever I had any issue I just called them up and it was fixed or my questions answered within a reasonable time.

What would be an acceptable ticket response time?

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