Thanks for the clarificationSo yeah... we do it when it's justified and when it improves the overall user experience.
I wouldn't consider 2-4 hours slow. Thanks for the clarification.We're working on keeping them low. Our AVERAGE (over this 3 month period) is about 2-4 hours (depending on priority, and support status. LImited Support Products get a lower priority). We're under a heavy load right now due to the disk failure (people want credit and want to complain), and I personally won't be answering tickets most of tomorrow, Christmas, and a day or two after (family stuff). The day or two after Christmas will be busy too, dealing with any backlogs from the days off.