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  • brithosterbrithoster Hosting Provider

    @AuroraZero said:

    @terrorgen said:

    @brithoster said: ticket response times are under 5 minutes - intention is to keep it that way too!

    it is a matter of when.

    I think 4 hours turnaround time is acceptable for non-critical tickets.

    4 hours for non critical I would think 24 in this particular niche would be okay

    Out of curiosity, how do you respond to people who are consistently chasing for updates? It is a fine balance between keeping them updated and them being unreasonable (may not be the right way to word it).

    I've had a client with a website issue, not related to server or setup - a configuration issue on the website he has installed. It's resolved now, but it was a constant live chat every 20 minutes chasing.

  • AuroraZeroAuroraZero Hosting ProviderRetired

    @brithoster said:

    @AuroraZero said:

    @terrorgen said:

    @brithoster said: ticket response times are under 5 minutes - intention is to keep it that way too!

    it is a matter of when.

    I think 4 hours turnaround time is acceptable for non-critical tickets.

    4 hours for non critical I would think 24 in this particular niche would be okay

    Out of curiosity, how do you respond to people who are consistently chasing for updates? It is a fine balance between keeping them updated and them being unreasonable (may not be the right way to word it).

    I've had a client with a website issue, not related to server or setup - a configuration issue on the website he has installed. It's resolved now, but it was a constant live chat every 20 minutes chasing.

    Ignore until you have an update and if they can't handle that they are not a client for you

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