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

HostingORA · Dec 1, 2016

For me,my providers reply time is 10 minutes for any support required. Its quite helpful and fast to me.time saving too.

HostXNow · Dec 1, 2016

The average response time for our technical support tickets has always been around 7 minutes. How the majority of customers wait days or even worse, WEEKS is beyond me, guess they think it is normal and have not experienced such quick response times before.

ForwardWeb · Dec 9, 2016

marcyslen said:
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.

I dont think you are every going to find a specific set time as support requests are always going to vary depending on the situation (not all problems are created equal). Also, Ticket Volumes will fluctuate.

energizedit · Dec 14, 2016

I think a satisfactory time would be 1 hours for a first response. I've dealt with companies that don't respond in less than 24 hours. To me that is not acceptable and I am no longer a customer of theirs.

It really depends on what your expectations are and your needs, everyone will have different ideas on this.

Colombiawebs · Dec 14, 2016

good day

1. Your ticket has been read and we are working on: 15 Minutes

2. Solution to customer problem: 1 to 2 hours

3. Site Down or Out of Air: 30 Minutes

Blessings

adminandie94 · Dec 21, 2016

It depends on how many people are assigned to help with tickets and the website's policy on ticket response time. Most tickets say that they take 24-48 hours to respond to you but average response time is usually 2-8 hours.

SenseiSteve · Dec 22, 2016

I fully expect tickets to be responded to in under 15 minutes, regardless of the time of day. Resolution times will vary depending on the competency of the support personnel and the exact issue at hand, plus their workload.

GoFreeHosting · Dec 23, 2016

At most 48 hours and on average 2 hours. But you also have option of live chat these days.

GswHosting · Dec 24, 2016

48H is way too long to wait for respond even 2 hrs is long enough.
What do user think if he have 48H site down and no response from support.

But if you live chat 0-24 then you don't need ticket system.

cPanelHosting · Dec 28, 2016

To answer the question that the thread started with :

It depends first and foremost on the company you're dealing with. Then it goes into are they staffed 24/7, what is there current work load? Is there any network issues that could be affecting replies, are there any current downtime?

We're staffed 24/7, so all tickets are responded to with an initial reply within a few minutes. At that point the ticket is then either escalated or assigned to the proper personnel for resolution. Having said all that, once you've run into a few incidents with your provider you'll get a feel for how long they take. I think initial response to a ticket shouldn't be 2.5hrs, however you did mentioned they were having issues at the moment? Perhaps that attributed to the long wait. If it becomes a pattern then you know there is a problem.

EcommIndiaCloudIT · Dec 28, 2016

It depends on the type of tickets/queries. Here is the ideal scenario:

Technical issue that needs immediate fixing for your site to work: <1hour
Seeking advice on how to implement something: 12-24hours
General Enquiries about features: <24hours
Billing Queries: <24 Hours excluding Weekends
Sales Queries: <24 Hours excluding Weekends

HostBastic · Dec 28, 2016

I have seen cases where providers had a live chat "related" to the sales department and the responses were instant, however it was just for a chat with no actual support or knowledge to offer incase of an incident, while their support team took a good 12 hours to responde.
In my opinion tickets should be answered within 15 minutes to 2 hours time, with a decent answer or solution, rather than a instant useless response.

Knightrider · Dec 29, 2016

It all depends on Hosting company. For a fact, SiteGround has a first reply response time of 10 minute, they guarantee that. Whereas if you consider Godaddy, it takes almost a day to get a reply. Quality hosting companies will respond within 1 hour.

Skylarkhosting · Dec 29, 2016

Replying to a ticket and resolving your issue are 2 different things. Most providers will reply to tickets in <60 minutes, but resolution can take more than that.

ulterios · Dec 30, 2016

Each time you submit a support ticket there are several things that can determine how long they take to reply. Some things that can affect that are the number of support staff, the quality and knowledge of the support staff, the amount of support tickets that have been submitted and any number of other things can affect their times.

I have had support tickets get responses in about 5 mins and as much as 24 hours, yes 24 hours (E.I.G., need I say more?).

Currently my support tickets at my main hosting company are in the 10-20 minute range, depending on what I am needing.

It all depends on many things, so there really is no standard that you can expect.

NuWebHosting · Jan 3, 2017

We typically respond within the hour, many occasions within minutes

Gecko · Jan 22, 2017

The time differences are for many reasons. Some of the things that affect the response times for support/service are their work load, the knowledge of the staff, their attitude towards their job/services and many other things so each company can vary.

I have had support in under 10 minutes all the way to over 24 hours (anyone care to guess who that might have been?).

Personally I want great support from a host since I have had the farthest from it that you can possible get. Great doesn't mean just quick, but also accurate and knowledgeable support as well.

noorucn · Jan 23, 2017

Best example of Excellent customer support in hosting industry is SiteGround. They are allrounder, they have everything from live chat, ticket, knowledge base, phone support. Everything is so fast. Their live chat responds within a minute. Believe me thats really fast. Some of the leading hosts like HostGator and Bluehost take around 15-30 minute to connect to their live chat team.
Their ticketing team responds within 5 minutes for each of queries. Siteground is growing, we have to look if the will sustain this speed for longer period.

keenweb · Jan 23, 2017

It depends entirely on the provider, the amount of ticket they could be dealing with at the same time as your, how the large the team is to deal with the customers and many other reasons.

Try calling them if they have a customer service number!!

Best of luck!

HostYourNet-DR · Jan 23, 2017

Depends on how bug the company is.
Any where from 5 minutes - 30 for high priority tickets,
1 hours to at least 24 hours for all else.

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

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