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

HyperFilter · Jan 23, 2017

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.

Because every company has a different team and a different number of ticket requests daily, so it will vary from company to company, also you may find differences if you raise rickets in weekends or during non business times.

marcyslen · Jan 23, 2017

HostYourNet-DR said:
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.

HyperFilter said:
Because every company has a different team and a different number of ticket requests daily, so it will vary from company to company, also you may find differences if you raise rickets in weekends or during non business times.

I am just curious, there is a notification on their email or phone when I create a support ticket on their site?
That could help them know there are customers are asking about their hosting services or needing to be supported.

webhostuk · Jan 25, 2017

We try to maintain our first reply from 10 minutes to 15 minutes time.

serverbundle · Mar 5, 2017

This depends upon their man power mainly. We have a team who is able to keep our AVG first response limit to 25-30 minutes while there are few new hosts who won't have a dedicated team for Support and could take 4-5 hours depending upon the time.

NuWebHosting · Mar 5, 2017

If you gotta ask that question, find a new host.

rasanjanad · Mar 6, 2017

Anyone can not guarantee about support reply average time. It's depend with hosting company. Please ask from your hosting provider. Normal estimate time 10 mins to 24 hours

webhostuk · Mar 6, 2017

Presently its the best available for web hosting industry , if you check kakayo their prices are sky high and they have lost most of features. Luck we already migrated from kayako to vision 5 years back.
Presently kayako is just look for heavy pocket clients.Vision is feature rich and they offer satellite helpdesk which allows single helpdesk for multiple companies which makes management easy , we use this feature for Reseller hosting clients with white-label support best option to offer support to our reseller's customers.

ron · Mar 22, 2017

As per my experience, different hosting providers have different policies to serve their clients. And that's why it is important to choose genuine vendor for whatever service you're are going to get from them. I am feeling lucky, because I am dealing with two different providers and both reply within 2-3 hours.

iserveradmin11 · Mar 23, 2017

Hello,
We are handling web hosting team too. And our reply time is 5-10 minutes hardly.
It 90% depends on the the web hosting provider and 10% on work load.
So , if you are getting 2-5 hours in reply then my suggestion would be change your hosting provider.

reddyash · Mar 24, 2017

There is no guarantee of that support from any domain can give exact time to reply as it totally depends on the total number of tickets in the queue, time taken to close the tickets and the time you placed the ticket. I would say 15 minutes to 6 hours.

RackService · Mar 24, 2017

In any proper provider you will receive a reply in a matter of hours. In others (overselled) you will have to wait a few days.

rankmyhub · Apr 3, 2017

I would say that instead of how fast a first response is offered. We can take how many support tickets are solved fastest and how good they offer support. Big providers does not provide easy support like email support.

You have to go through their departments and explain everytime to someone your issue. Where as small companies will have direct support for customers. Single point of contact.

The best part you will get direct help.

I do not know what other providers do, but we take care of our customers, there are lot of cases when we have provided support to customers via teamviewer as well.

We even maintain a dedicated youtube channel to help complete newbies to learn to use our hosting. May be not everyone can do the same. I would say, instead of how long it take for your host to respond, its better to see how many times you are asking for support.

Is their server go down frequently? Their servers are unstable?

If these are the reasons for support tickets, then you should probabily look for a new host.

Yes, hosting companies get email notifcation by support ticketing system, whenever they got a ticket raised by customer. Sometimes, they may ignore it due to level of priority of ticket or overloaded by tickets.

Less than 6 hours response is good in most cases (general) . In case of server is down, then 30 mins or less is good. These are just approximate times, I am providing here. Each company have its own SLA and Terms. Customer should read and understand things prior to purchase.

Note: My personal opinions. Some people may not agree or agree. This is what I think is good, when it comes to support for web hosting.

VictorVictories · Apr 4, 2017

The reply for a ticket depends on various factors like the magnitude of the issue, the SLA of the web host, experience and skills of the support staff of the web hosting provider, etc. Thus the reply to the ticket can be anywhere from 5 minutes to 2 hours or until a solution is achieved.

Sonwebhost · Apr 17, 2017

There is a process to handling support tickets, site down means you respond right away as this is a real problem, ip not responding can be a problem you have to address right away, my bill is not correct can you fix, this can be a not so high priority issue, so it also depends on the nature of the problem.

SvenHost · Apr 18, 2017

This depends on your hosting provider. Some provider offers paid managed support for quick resolution. Free managed always takes time many times due to workload. Must always check SLA before choosing your hosting provider which will help to estimate to expect the support reply as per your hosting package.

Kieran2001 · Apr 18, 2017

Hello,

This completely depends on the size of the web host, the time of day, the workload and the listed support Hours.

For example, at my host I have people available throughout the night for Downtime resolutions etc in the unlikely case it happens, however they don't usually deal with support requests.

During work hours, I usually have staff respond to tickets within 30-45 Minutes of a ticket been received, if not less depending in the avilablilty of staff and how busy they are.

SakamHost · Apr 30, 2017

12 hours, but in mostly if there more supporters you can get it in 15 minutes maybe.

Hostpad · May 10, 2017

It depends upon the company. while most of the good company response the ticket in 15 min. We use live chat to clarify our customer quires.

AlphaNine Vini · May 10, 2017

Best is to contact them through a live chat for an emergency .

hostinfuse · May 12, 2017

I think the response time to a ticket should be less than 1 hour and no matter how big is the hosting provider.
I have stricked my team to answer less than 1 hour and for bow they are doing it very well.

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

Member

Member

Well-known member

Member

Member

Member

Well-known member

New member

Member

Member

Active member

Well-known member

Well-known member

Well-known member

Active member

Well-known member

Member

Well-known member

Member

Member

Sponsors

Tag Cloud