Casey Grim Posted December 4, 2007 Share Posted December 4, 2007 I put in a support ticket for a problem I was having today at 02:48 PM and it has not been in the system for 55 min now, tech support is usally fast answer my tickets in a few minutes Link to comment Share on other sites More sharing options...
Keith J. Kacin Posted December 4, 2007 Share Posted December 4, 2007 Please note our published response time is 48 business hours, but it is usually a lot sooner than that.We are experiencing a slight backlog right now, but I assure you that if you have a ticket in queue, it will be addressed as soon as possible.We must be doing a good job overall, if a ticket waiting 55 minutes is longer than usual, and reason to complain. Link to comment Share on other sites More sharing options...
Casey Grim Posted December 4, 2007 Share Posted December 4, 2007 Okay I need to to be taking care of as soon as possible. Link to comment Share on other sites More sharing options...
Guest Posted December 4, 2007 Share Posted December 4, 2007 I put in a support ticket for a problem I was having today at 02:48 PM and it has not been in the system for 55 min now, tech support is usally fast answer my tickets in a few minutes55 minutes is slow? :blink:The SLA for support on a standard license is an up to two business day response time. Link to comment Share on other sites More sharing options...
bfarber Posted December 4, 2007 Share Posted December 4, 2007 We must be doing something good if 55 minutes is our new standard. :DOh, ETA, I started cracking the whip at Keith over the cubicle wall to get him moving quicker. Link to comment Share on other sites More sharing options...
FrostedPopTart Posted December 4, 2007 Share Posted December 4, 2007 55 minutes is slow? :blink:The SLA for support on a standard license is an up to two business day response time.I must agree.We won't talk about my one ticket that had a 45 day wait though... :blink: Link to comment Share on other sites More sharing options...
Keith J. Kacin Posted December 4, 2007 Share Posted December 4, 2007 We won't talk about my one ticket that had a 45 day wait though... :blink:Surely it wasn't a support ticket. It was likely an issue addressed to a specific person. Link to comment Share on other sites More sharing options...
Casey Grim Posted December 4, 2007 Share Posted December 4, 2007 We must be doing something good if 55 minutes is our new standard. :DMy tickets usally get answered faster then a 55 or and hour Link to comment Share on other sites More sharing options...
Keith J. Kacin Posted December 4, 2007 Share Posted December 4, 2007 My tickets usally get answered faster then a 55 or and hourWell I am glad to hear that. Thank you for the compliment. :D Link to comment Share on other sites More sharing options...
Casey Grim Posted December 4, 2007 Share Posted December 4, 2007 Your welcome!! Link to comment Share on other sites More sharing options...
Andrew-T Posted December 4, 2007 Share Posted December 4, 2007 I have no probulems ether with Ticket Support they are pretty quick. :) Link to comment Share on other sites More sharing options...
Casey Grim Posted December 4, 2007 Share Posted December 4, 2007 It's been 2 hours now and no response Link to comment Share on other sites More sharing options...
Louis M. Posted December 4, 2007 Share Posted December 4, 2007 They still get 48 hours... by my math..... 46 more hours. Patience grasshopper. Link to comment Share on other sites More sharing options...
Chase. Posted December 5, 2007 Share Posted December 5, 2007 It seems a little slow when vBulletin responds to report tickets within half an hour. even in the middle of the night. :) Link to comment Share on other sites More sharing options...
Rikki Posted December 5, 2007 Share Posted December 5, 2007 It seems a little slow when vBulletin responds to report tickets within half an hour. even in the middle of the night. :)Really, and they never have a single ticket take a little longer? I find that hard to believe :) Most of our customers would tell you that we, too, have exceptionally fast ticket response times on the whole.As mentioned above, if people are complaining about one taking 55 minutes, then I think that shows we're pretty darn fast usually :) Link to comment Share on other sites More sharing options...
.Ryan Posted December 5, 2007 Share Posted December 5, 2007 Well from opening a wealth of tickets of various topics it depends on who's its going to and who is the person that gets to it first. Tech Support with general problems I have not had problems with usually within a couple of hours that day I get a response and if I get on at the right time we can shoot replies back to fix something, same deal with people's accounts I manage.Escalated tickets are usually take longer or things generally to the sales department. :PAnd while its appropriate here THANKS DEBBIE for all the recent help, your support is great. Link to comment Share on other sites More sharing options...
Louis M. Posted December 5, 2007 Share Posted December 5, 2007 Have you ever worked customer service?If you have then you should know that not everything always goes 100% like it should. 55 minutes is an awesome response time, unless you are expecting your own personal support department. Link to comment Share on other sites More sharing options...
Lindsey_ Posted December 5, 2007 Share Posted December 5, 2007 Do not complain about the ticket times.They are good.Ive got a ticket open at 10.00pm and it is in progress so it is great serviceThanks Jason H Link to comment Share on other sites More sharing options...
Louis M. Posted December 5, 2007 Share Posted December 5, 2007 Not fair! I wanted Jason H. I got Kieth :P. Wanna trade :D Link to comment Share on other sites More sharing options...
Lindsey_ Posted December 5, 2007 Share Posted December 5, 2007 Only if he is on now :PIt is great serviceI hate it when People say bad things when there false Link to comment Share on other sites More sharing options...
Louis M. Posted December 5, 2007 Share Posted December 5, 2007 You and me both. I also hate unrealistic expectations people place on others. Link to comment Share on other sites More sharing options...
bfarber Posted December 5, 2007 Share Posted December 5, 2007 Jason H works off hours to ensure things are always moving. Naturally there are things that are beyond his control (i.e. IPS Beyond accounts) so as stated previously it all depends on what the ticket is regarding.When things are escalated it's usually because it's not a clear cut answer, or a bug was found that wasn't known, there's an odd issue with a version of PHP/MySQL/Apache/etc., or something along those lines. In many of those cases it takes more time/troubleshooting to get to the bottom of the issue. Link to comment Share on other sites More sharing options...
Lindsey_ Posted December 5, 2007 Share Posted December 5, 2007 Im very thankfull for all the help he gives meone thingDoes he get paid for working off hours Link to comment Share on other sites More sharing options...
Keith J. Kacin Posted December 5, 2007 Share Posted December 5, 2007 Employees are paid, yes. Link to comment Share on other sites More sharing options...
Debbie Posted December 5, 2007 Share Posted December 5, 2007 Wow. If people are complaining about having to wait 55 minutes for a ticket response and that tickets are usually addressed sooner than that, then I personally think we must be providing the best support ever :D Link to comment Share on other sites More sharing options...
Recommended Posts
Archived
This topic is now archived and is closed to further replies.