Support time?

[Host47]

How long would you say is a fair time to wait for support from a web host...either by support ticket, msn, aim, email...

Also, say if you purchase a hosting account/server/reseller would you consider not being able to use it for the 1st 24hours since creation a bad omen?

Thanks for reading.

 

[HHDomains]

To question one.
Up to 6 hours would be reasonable, of course less is better.

To question two.
I don't think that 24 hours is unreasonable. Again less is better but give it a little time.

 

[Host47]

6 hours even for aim/msn? even if their online but not away?

 

[webfreak]

I personally wouldn't rely on AIM and would like a response within 12 hours for common questions.

 

[HHDomains]

6 hours even for aim/msn? even if their online but not away?

Regardless of the support method 6 hours would be the outside limit.
I'm not a fan of chat support. I find it to lack professionalism and is generally used by startup and kiddie hosts because it is free.

 

[d.clint]

How long would you say is a fair time to wait for support from a web host...either by support ticket, msn, aim, email...

In case of ticket and email 5 to 15min is enough and for critical issues lil more time should be acceptable.

 

[Morph]

Up to an hour is acceptable :imho:
I like live chat systems, decent ones like PHPlive though.

 

[Host47]

well it's taking 5+hrs for support tickets, quickest tick was 5hrs 50 mins, webchat never gets answered nor does aim now..requested refund twice, no response..
d.clint would you call not being able to use your whm to create accounts a critical issue? or anyone for that matter.

 

[ihosty]

I am actually the one who is hosting reapers account... now to defend myself and my company I would like to say that support is a little bit slower around the weekends etc. Also we have had a large volume of support tickets that we are trying to handle so ticket report time is slow. Now as for the whm account isssue, we have been trying to wokr with reaper to help solve the issue and we hope he will remain a client. I find that many hosts cannot even offer the current support we are giving reaper so I think we are doing a decent job, but if reaper would like a refund we are always open to that, as we want the client to always be happy, even if it means giving out a refund.

 

[Host47]

I didn't actually want to tell people who the host was unless I had to, but what I will add, is that I have had different stories as to whats wrong and have asked for a refund 4 times. I have nothing against this host, it's just not for me, although they did me an excellent package.

 

[ihosty]

Just check your ticket reaper.

 

[swimjenni]

Support time varies greatly on the issue. It sounds like sectorfour is working hard to resolve the issue and is trying very hard. Response time is not allows as fast on the weekends. When more tickets are being processed it takes longer to check each issue and work on a solution for each of the problems.

 

[HHDomains]

One would have to ask why support takes longer on the weekends.
Sites are online 7 days a week, they don't take weekends off and neither should support.
One would also ask why there is such a high volume of support tickets.

 

[ihosty]

When you run a larger hosting service you will have a good amount of tickets at times, if you know anything about hosting you will realize this does happen at times.

One would have to ask why support takes longer on the weekends.
Sites are online 7 days a week, they don't take weekends off and neither should support.
One would also ask why there is such a high volume of support tickets.

 

[HHDomains]

When you run a larger hosting service, you will know that you hire support staff to compensate for support requests, regardless of the time of week the requests occur.

 

[ihosty]

Ok thank you for your advice and I have plenty of staff members, but there are still busy times. Thank you for your concern.