Expectations in regards to ticket reply
- Thread starter danni
- Start date
drmike
100% Tier-1 Gogent
Yikes, folks sure are liberal with the ticket times.
Regardless of pricing, I expect to see 30 minute or less ticket responses. Those might not be complete resolutions, but at minimum a live human working on the issue and some update to that effect.
Average ticket times that sit at or above 30 minutes across all the tickets indicate a problem with the provider --- to me at least.
Regardless of pricing, I expect to see 30 minute or less ticket responses. Those might not be complete resolutions, but at minimum a live human working on the issue and some update to that effect.
Average ticket times that sit at or above 30 minutes across all the tickets indicate a problem with the provider --- to me at least.
I usually expect within 30 minutes during weekdays at normal operating hours for the companies locale. Otherwise, on weekends and nights I expect it to be replied to on Monday or at least the next morning.
It also depends on the scale though, if there is a major outage, I expect it to be worked on without any tickets or notifications from me as a customer regardless of time/day.
It also depends on the scale though, if there is a major outage, I expect it to be worked on without any tickets or notifications from me as a customer regardless of time/day.
I'd rather wait for a detailed response that is helpful and addresses my problem, letting me know the support tech actually read my inquiry as opposed to getting a fast response that is lacking in content.
I agree.
Getting BS replies of 'yes we have picked up your ticket' does me no good if I need something fixed up.
Granted, getting a solid reply right away is excellent too
Francisco
I, personally, do my best to not make filler replies. As a client, I also prefer meaningful replies which are actually USEFUL, rather than a "We are working on this problem. I hope to have informed you sufficiently." response.
TheLinuxBug
New Member
The group I work with specializes in an average response time of 15 minutes. This may be just an update to let you know we are working on the issue, or a complete resolution to this issue depending on the severity. Now, this is by no means low end support services, but we do have a mixture of services from shared cPanel to HA Cloud Servers. We extend the same support quality to all of our services.
Now, for low end services like we are used to here and on LE*, I think at least receiving a response that the ticket is being handled is nice with-in the hour. The resolution can take up to 6 hours and I will still see that as acceptable. However, sometimes when companies don't take the time to at least know they are working on things, 6 hours can seem like a long time. Some groups on the very low end still have a 12 hour response, which can be acceptable if I am only paying a few dollars a month for that service. Things on the 7-20$ a month range I would expect at least an update with-in the hour and a resolution with-in 4-6 hours.
My 2 cents.
Cheers!
Now, for low end services like we are used to here and on LE*, I think at least receiving a response that the ticket is being handled is nice with-in the hour. The resolution can take up to 6 hours and I will still see that as acceptable. However, sometimes when companies don't take the time to at least know they are working on things, 6 hours can seem like a long time. Some groups on the very low end still have a 12 hour response, which can be acceptable if I am only paying a few dollars a month for that service. Things on the 7-20$ a month range I would expect at least an update with-in the hour and a resolution with-in 4-6 hours.
My 2 cents.
Cheers!
ZekeServers
Jail
We fall short often with an all-volunteer staff however we try for 30 minute reply and 2 hour resolution.
I try to get all tickets <1 hour, but sometimes if a ticket is at an awkward time (say i go to a drive to the shop) It ends up being a few hours.
- Alexander
- Alexander
Here is a mixed picture.
Basically, it depends.
We have automated warnings about problems, from ping and ssh monitoring to DoS, both incoming and outgoing so those are handled within a few minutes without needing any ticket. Same with storage latency, load, even pps count.
The remaining issues are usually about specific problems, like customer being unable to find the rDNS setting in solus or getting an error because the subdomain is not yet propagated, sales inquiries, maxmind issues, asking us to deliver the server faster (if the order is done today and payment tomorrow, it may be that it slips under the first page and might be overlooked). Those are handled within a few hours at max. It did happen to have a few tickets overlooked, some for days until got bumped, I hope it didnt happen for a couple of months now.
Basically, it depends.
We have automated warnings about problems, from ping and ssh monitoring to DoS, both incoming and outgoing so those are handled within a few minutes without needing any ticket. Same with storage latency, load, even pps count.
The remaining issues are usually about specific problems, like customer being unable to find the rDNS setting in solus or getting an error because the subdomain is not yet propagated, sales inquiries, maxmind issues, asking us to deliver the server faster (if the order is done today and payment tomorrow, it may be that it slips under the first page and might be overlooked). Those are handled within a few hours at max. It did happen to have a few tickets overlooked, some for days until got bumped, I hope it didnt happen for a couple of months now.
Just to note that "bumping" the tickets will normally put them back to the bottom of the queue as it will be showing up with a newer time. Very frustrating, I know, but bumping the ticket is usually the last thing you want to do.
TheLinuxBug
New Member
@WSWD,
Sorry, but, what?! If you bump a ticket in most systems that I have seen (assuming you sort your tickets newest to oldest to be able to see new issues and emergencies first) it end up at the top of the list as it is the newest. It sounds strange to me that you would do this in reverse and have them on the bottom?
Cheers!
Nope, we do not take them in order, we solve each and every ticket as soon as we are on it and dont stop until all are done. I suppose most providers on the low end do the same, those with hundreds of thousands of customers and a dedicated helpdesk are rare.
drmike
100% Tier-1 Gogent
Cost shouldn't have any bearing on responsiveness.
Companies experiencing high wait times on support even picking up the ticket for processing really need to reconsider their business model and affording actual helpdesk staff.
I do expect / allow lousier customer support where cost is less. That's basically quality of responses, not the timeliness of such.
Two styles of support I detest:
1. We copy everything from Google / know nothing.
2. Our comprehension of English is so small that automagic language translation tools from native tongue would be improvement in communications. Folks outsourcing helpdesk/support to these folks, GROWL just throw your money in a chipper.
Companies experiencing high wait times on support even picking up the ticket for processing really need to reconsider their business model and affording actual helpdesk staff.
I do expect / allow lousier customer support where cost is less. That's basically quality of responses, not the timeliness of such.
Two styles of support I detest:
1. We copy everything from Google / know nothing.
2. Our comprehension of English is so small that automagic language translation tools from native tongue would be improvement in communications. Folks outsourcing helpdesk/support to these folks, GROWL just throw your money in a chipper.
Cogent responds to tickets within 2 days for support and 5 days for billing. Best sla