How long does it take for a web hosting provider to reply to customer's tickets?

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#1
What is minimum time for a web hosting provider replys to customers' tickets?
For different hosting providers, I got replies after 2 hours to 5 hours to get their support for my hosting problems. Why they have differences like that.
 

LJSHost

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#2
This all depends on the current workload and the quality of support from the hosting provider, during busy times you can expect longer response times to your ticket or if the support staff are clueless. 2-5 hours is maybe a little long, a good response should be within the hour.
 

vishwa

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#3
It solely depends on the hosting provider. A prompt customer support reflects how proactive a hosting company is to reply their support tickets. The average response time of web hosting companies are 10 to 48 hrs. However some time you get reply within an hour, if you hosting company customer support is top notch.
 

gagah

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#48
gagah
What? :blink: i'd pray for those customers if they really have to wait 2 days to get their support. For me the ideal is 15 mins, and the longest is one hour. So 30 minutes should be the average. I don't want empty response that sound like autoresponders either, i want information on every tickets answered. :)
 

Luxin Host

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#4
It all comes down to how many tickets they have to deal with. whether the hosting company has dedicated support team.

A good support replies within 1 hour MAX, we try to keep it under 30min or even 15min. Always check for online/telephone support, that allows for your ticket to be pushed up in the case of an urgent ticket.
 
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#6
What is minimum time for a web hosting provider replys to customers' tickets?
For different hosting providers, I got replies after 2 hours to 5 hours to get their support for my hosting problems. Why they have differences like that.
Least response time would be 15 minutes and maximum would be 60 minutes. For the differences I reckon It is because they are usually busy in working with the other tasks or not having an adequate work force / employees, who couldn't handle the issues in ticket. Likewise, for the technical queries they may take time cause lack of experience technicians available in particular shift.
 
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#8
It solely depends on the hosting provider. A prompt customer support reflects how proactive a hosting company is to reply their support tickets. The average response time of web hosting companies are 10 to 48 hrs. However some time you get reply within an hour, if you hosting company customer support is top notch.
10 to 48 hours maybe too long for a website when its hosting gets downtime.

Any hosting can reply within an hour, they have better support and more people in their team so that they can fix hosting problems all the time.

It all comes down to how many tickets they have to deal with. whether the hosting company has dedicated support team.

A good support replies within 1 hour MAX, we try to keep it under 30min or even 15min. Always check for online/telephone support, that allows for your ticket to be pushed up in the case of an urgent ticket.
Least response time would be 15 minutes and maximum would be 60 minutes. For the differences I reckon It is because they are usually busy in working with the other tasks or not having an adequate work force / employees, who couldn't handle the issues in ticket. Likewise, for the technical queries they may take time cause lack of experience technicians available in particular shift.
It's the reason why big hosting companies always support longer than smaller hosting companies because they have many tickets and tasks need to be fix.
 
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#10
I'd say it depends on the complexity of your issue and the expertise of their support team. So it can take from minutes to a few hours to solve the different kind of issues.
 
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#13
I believe that for technical support 2 hours would be maximum. Sales and other departments response time could be more, but not more than 12 hours.
 
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#14
depends on a webhosting company. I usually get a reply withing 24 hours.
 

CyberHour

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#15
Like others already say depends on the hosting provider, we answer support tickets in ~5min to 1hours . We have 2 support levels (Regular and Premium). Of course our Premium customers are with highest priority of 5 min.

We hate automatic cheap replies so we prefer to reply once the issue is resolved which again depend on the issue.

But 2 to 5 hours is too much for single reply.
 
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#17
Support time is relative. Most companies will offer dedicated sales support available 24/7 while technical support is shaky.
What I have noticed is that issues are quickly resolved on livechat than when you open a support ticket. Same for phone-in support.

I believe the average response time for ticket support should not elapse 2hrs.

Apart of this, when you consider most businesses with working hours, you will notice support during working hours is faster than you did get after working hours.

Also it depends on the work load. There are some departments which are slower in responding to client's support requests.
 
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#18
If you have some emergency questions you can go to live chat if hosting company offers it.
 
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#19
I can think of some brands whose support tanked in recent times, because the company would rather maximize profits at the expense of providing lower quality support - forgetting that more often than not it was their quality that enabled them to become successful in the first place.

Personally, I think under an hour is what a host should strive for. When I've had issues with my VPS, my provider was working on it in less than 10 minutes which is great.
Under an hour is so good but no more web hosts can maintain this amount of time like that.

If you have some emergency questions you can go to live chat if hosting company offers it.
Live chat is a great option but sometime I have seen web hosting consultants offline on their live chat.
 
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#22
KevinHV
Most of the companies do provide 24x7 support by ticket but not live chat. They provide live chat option for a specific time .
 

StartVM

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#33
StartVM
Oh I disagree. The companies I have managed (and many I have used) often provide responses in under 15 minutes. Personally, I have responded to tickets within 2-5 minutes before. It just depends on how much that provider cares about support quality.
 
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#20
Response time of a support ticket will depend upon the complexity of issue/s, availability of skilled support staff and pending tickets. For general issues, it should be 15 minutes to 30 minutes or maximum 1 - 2 hours.
 

HostWinds

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#21
We have an average of a 15 minute response time to our tickets. We combat long reply times by having techs available 24/7/365.
 
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#23
It depends upon how good is company's customer services and pressure on it support services.Some companies really concentrate their efforts to provide swift support services to their customers.
 

GswHosting

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#24
Depend what problem is, good hosting company have response time from 3 to 60mins. Our average time is 15 minute.
 

Mujkanovic

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#25
Mujkanovic
How do you guarantee this? 15 minutes? you can not be online all the time 24/7 unless you have a big team in different time zones to support your customers.
 
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#56
DowntownHost
If you do offer 24/7 support then you should be able to do it.
 

vpsrus

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#60
vpsrus
24/7 does not mean that you will answer the ticket in 1 min or 15 min it says that your schedule is 24/7, tickets answering time also depend on the services like if it is managed has high priority then unmanaged will enter on the que according to their priority
 

isix

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#77
isix
Yes, claiming to offering a "24/7" support is one of the biggest lies which will be used as a marketing tool - in most cases they have an outsourced person for $1 which is just copying/pasting text to the answering tickets or uses the predefined replies like that:

"Thank you for writing with us.
I'm transferring this ticket to admin concerned, you will get updated shortly."

"Concerned admin will get back to you. Kindly wait for his updates."

...and so on... And at the end, you will get a sastisfied answer/fix/solution after few or many hours until the responsible person wakes up...

Such thing isn't a 24/7 support.
 

GswHosting

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#26
I didn't say "mine average time", please read carefully.
And yes we have 24/7 ticket support and live chat (not always available).
 
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#27
On average, a reply is made in just a few minutes.
Normally, the time taken to make a reply is less than a minute. But when the work load is high for the support team it also took somewhere around 45 minutes to one hour for the support team to post a reply.
 

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