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what is the average response time of support tickets from your "lowend" provider?
Thinking maybe i am an impatient.
Since i have a dedicated server and not a 20$/year vps.
Would be good to know what is the average response time of support tickets what you guys have from your low end providers
average response time of support tickets?
- <1Hr28 votes
- <4Hrs32.14%
- <8Hrs17.86%
- <12Hrs7.14%
- <24Hrs7.14%
- <48Hrs35.71%
Comments
Depends, Hetzner does easy 1 hour or less.
Online/Ikoula 2-8 hours.
If you are unlucky, and got services with OneProvider/Kimsufi/SYS you could easily wait 24+
However, SYS/KS have detection systems, that can do for example a disk or mainboard replacement in 40 minutes if they detect it.
At OneProvider, you have to argue with the Support, even if the disk for example has bad sectors, which is fucking terrible.
I'm a provider, but I try for 30 minute response times.
I have a ticket which has not been responded to for more than a week, and now it's the 2nd week and I just checked that it has been closed without a response
The slowest support i ever saw in my life was with https://vpsfast.net , i opened ticket in
03/03/2018 and they responded in 03/07/2018 , it took them 4 months to respond
IMO anything under 24H is decent (excl. weekends and national holidays), however I usually get responses after few hours
Less then one hour.
NexusBytes @seriesn response time is 5-15 minutes even on weekends. In the last 6-7 years, I have used VPS from many providers (both managed and unmanaged), but never found such quick support team. NexusBytes is an unmanaged provider, so such response time is definitely a great thing.
I love what I do and deeply care about my family members and my business
FRT (First Response Time) is 15-30 minutes. However, the solution would take higher depends upon the issues.
Excluding to obvious message about your ticket been created we try always try to get the first reply sent within an hour of the case being opened. Even if that is only to add the human touch of 'we have your message and I'm looking into this for you' of course this can slip on odd occasions but generally that's the target.
As others have said though you also need to see what the providers office hours are. We are not 24x7 so if you raised an issue at midnight our time you might not get an answer for 8 hours although if I'm still up you might.
custom server setup takes 1-3 days normally. and if provider already setup and selling then they provide 10 min- 2 hour
I've got an SLA credit ticket open with a datacenter provider (that's not even low-end) that's been open since 08/25/2019. Bad. Very bad.
48 hours to 2 weeks should be norm for lowend hosts.
In short, you are all spoiled.
Its A VPS not custom or dedicated server !
I'm a provider, although no tag yet (hope i'm not breaking any rules?)
We aim to reply within 30 minutes of a ticket being submitted, however it does usually end up being less. In most cases, tickets are resolved in under that amount of time anyway.
MXRoute 1 min + immediate fix
Buyshared 15 min or 8am on Monday if weekend.
Our first response is usually within few minutes unless the support staff is on break in such cases it may take upto 1 hour, depends when the ticket was submitted and when the techs went out for break
less than 1 hour.