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

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#89
A Provider should reply within 6 hours. But, as you said, if there is any service disruption / server down, they should report immediately & let their customers know about the situation.
 
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#90
It depends on the complexity of the issue, the urgency and how much you're paying. Surely you don't expect a budget host to reply and resolve every issue within 5 minutes but you do have expectations when you are paying a huge premium.
 

24x7serverman

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#92
Response time should be less but it should be quality support. If the support team get back to you within few minutes with useless reply then it's really not good support. If someone provide solution to your Ticket with some more time (within hour or two) with quality and correct answer with solution then it's really helpful and good support.

It's not matter of time but it's related to quality and exact solution they provide to you. There are some issues which should get resolve in few minutes so response time for those issue should be in minutes. If there is some server issue or setup then response time for those issues is always in hours but your support team should inform you that they are working on your Ticket and there should be Ticket status update hourly or after 2 to 3 hours with the exact tasks they performed so far.
 

vinaya

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#93
How fast the host can answer his/her customers' ticket depends on various factors such as time zone, active staffs and nature of question. If your host is in the US and you are in India, it takes time tyo get response because India's working time is US's sleeping time. How fast the ticket can be answered also depends on the staff. If you have a separate division for answering querries you can answer customers' ticket in no time.
 
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#94
In my experience with HostGator, they once replied to me within minutes. I have no idea about other web hosting providers, but think about the time zone also. That's why if they took more than one day then there's something and they should receive a negative review especially if your issue was that your website is down! I mean that's something that can't be joked with. If there's like some sort of delay or you have questions about the security then it might be okay. But not if the site is down
 

stew4

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#95
In general, it really depends on the nature of the problem, the workload of the technical support team, the type of your hosting solution and plan, but in my opinion the time it takes for them to respond is somewhere between 10-20 minutes and a few hours (let's say up to 4-5h)
 

vinaya

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#96
namecheap is my hosting provider, If I send a ticket, it will be answered in less than 10 minutes. I have raised tickets even during thw weekends and my tickets have been answered promptly. I have not sent tickets during the holidays like Christmas and New Year, therefore, I don;t know whether they will reply immediately during the weekends. I can't speak of other hosting providers.
 
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#97
As a general rule I change web hosts, if a host can not reply to my ticket in a hour or less. I am with Stable host right now and they reply to my tickets within 15 minutes or less and usually the problem is resolved in the first reply.

P.S. OP waiting hours for someone to reply to a ticket is crazy it's time for you to change web hosts.
 

24x7serverman

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#98
It is totally depend on the below factors -

1. Type of the query
2. Technical knowledge of your support team
3. Plan you have singed-up
4. Number of technical staff
5. Ticket flow
6. Server or hardware failure

The minimum response time would be 5 to 15 minutes but please note, it's totally depend on the issue you are facing. If your backup drive is crash and you are expecting the response and resolution within hour or 15 minutes then it's incorrect. There are simple DNS issue then those can resolved within half hour but server related issues will take the some more time to resolve.

Also, there are plans provided by the hosting provider with which they decide the time to respond to your query.
 
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#99
Lol. Are you tired of your server hosting provider ?
Well, there are many technical reasons to this question.
But some companies do provide prompt 24x7x365 technical support or else go for hosting vendors who give nearly 99.995% server uptime.
If you can use cloud vps hosting, you may never face such situations again. Enjoy !!
 

alpshost1

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Answering tickets should be done within 5-10 minutes time, that's what I know. But you cannot guarantee a solution right away for all kinds of scenarios. There are ticket issues that can be solved by just 1 click of a button and there are some that needs thorough investigations. For example a missing file or emails since most of hosting companies offers extra charge in retrieving missing files or emails if found out that it was customer's fault.
 

24x7serverman

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It totally depends on for which service you have singed-up. If you have singed-up for 24x7 service then you will get quick reply from the support team. If there is support system which has the ticketing system on the priority like urgent ticket, business ticket then you will be treated based on priority.

The response time varies according to ticket flow and the server activity. Minimum response time is 5 to 15 minutes.
 

Aree

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I would say a response within 24 hours would be good. If you need very fast response, you have to pay for it. The more important thing is the quality of the response. If all you get is a canned response which someone just copied and pasted, then you are not getting anywhere.
 

radwebhosting

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If your host has broken something important, affecting lots of clients, there will be increased ticket response times because of all the client tickets and they are trying to figure out what they have done and how to fix it so will probably not answer you at all :)
 

isix

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How the question is, so the answer is - it takes "long"...
 
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The capability of the hosting company to respond to their support tickets is reflected by a customer assistance. The hosting provider is responsible for it. The web hosting companies have an average time of 10-48 hours to response. However, there are some cases in which you get responded within just an hour. That depends upon the hosting company if they are the outstanding one.
 

Kieran2001

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Kieran2001
That would be us :)

Despite providing free hosting, we answer all tickets within 6 hours, and the average response time is 30-60 minutes.
 
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