Support Ticket times

[Sean]

What is the average time to get a response from a support ticket?

The last 3 tickets i have submiited with H9 have taken over 5 hours to get a response. My most recent ticket taking 8 hours ..

btw this is not a complaint, im just curious if this is the norm?

That's very odd as our normal response time is within 15 minutes during the day and in the evening it can be around an hour or so. What is your ticket number?

[Sean]

Here are some support ticket details:

ID: TJG-760163
Submitted: Posted On: 08 Jun 2007 09:13 AM
Replied: Posted On: 08 Jun 2007 01:16 PM (4 hours)

ID: SUV-962602
Submitted: Posted On: 06 Jul 2007 05:30 AM
Replied: Posted On: 06 Jul 2007 02:09 PM (9 hours)

Average time of other replys and tickets, 2 hours.

I'm sorry but we're not able to resolve issues with Kayako installs unless it's something related to our server such as Unable to load Kayako because Zend isn't installed, or a PHP Library is missing. As we told you previously your Kayako install is giving a PHP error related to the scripting or setup of the actual product and you will need to contact them for further support on that.

Sean, please understand ticket replies can take a bit more time on the weekends than the weekdays and I'm not sure I see a huge issue with a 2 hour response on a ticket. Most hosting companies take 18-24 hours to even respond once.

Please understand that we do have more than one customer and we're doing our best to reply to tickets ASAP. We're constantly hiring new employees, we actually just hired a new level 3 admin named Joshua who works 9-6 on saturday and sundays to assist customers via Helpdesk and Live Chat.

[Sean]

Originally Posted by H9Ben

I'm sorry but we're not able to resolve issues with Kayako installs unless it's something related to our server such as Unable to load Kayako because Zend isn't installed, or a PHP Library is missing. As we told you previously your Kayako install is giving a PHP error related to the scripting or setup of the actual product and you will need to contact them for further support on that.

Sean, please understand ticket replies can take a bit more time on the weekends than the weekdays and I'm not sure I see a huge issue with a 2 hour response on a ticket. Most hosting companies take 18-24 hours to even respond once.

Please understand that we do have more than one customer and we're doing our best to reply to tickets ASAP. We're constantly hiring new employees, we actually just hired a new level 3 admin named Joshua who works 9-6 on saturday and sundays to assist customers via Helpdesk and Live Chat.

Hey ben, that is understandable, my last 2 tickets have been responded to in under a hour

Great support anyways

[danuk]

Not once yet have i waited for a reply for more than 20mins and questiosn or issued are normally cleared in that time and it rules even more so becuz im uk based most of the staff are us based

[Ghedini]

Ben -

As I said in my post, the service usually is good, which is one of the reasons I was so suprised at the lack of response (It was a total of 8 hours). I also mentioned in my email that I was not expecting instant resolution, I just wanted to know what was going on.

Happily, the whole issue was in fact resolved by your tech Joshua, who suggested simply creating a seperate account for the suite. This did the trick and I am back in business.

Thanks and Kudos to Joshua!
David Ghedini

[webjive]

I have had a ticket in since yesterday without a response.

Hi,

What is that ticket number?

[Sean]

Ive got a support ticket which has not been responded to in almost 4 days, Its for a transfer of 3 domains which i paid for over 11 days ago and i still cant access them. i get this error message in my control panel.

There was an error accessing the requested
Domain. If you need further assistance, Please
contact your Administrator

My last response was at Posted On: 12 Jul 2007 12:41 AM and its now the 16th....

When i contacted livechat just to checkup i get this response.

Tyler: Ok Basically coming into chat is not going to speed the process. But its up in the Support queue so it should not be to much longer before an admin answers the ticket

Its just very frustrating as ive got 2 of these domains pointing to limbo and i need the sites up like 7 days ago ..