TCWT Posted November 13, 2011 Share Posted November 13, 2011 I submitted a ticket almost 24 hours ago without any reply. Is it normally this slow on weekends? Link to comment Share on other sites More sharing options...
AndyF Posted November 13, 2011 Share Posted November 13, 2011 For a standard licence it can be up to 48 hours (business days) according to the SLA, here although that's the exception as its normally a lot, lot faster than that, within a few hours in most cases if not less than that, certainly during the week. :smile: , The ticket system is staffed 24/7 at least as far as I'm aware although it will take a bit longer over the weekend compared to weekdays. Obviously accounts / billing / advanced support and other departments will fall outside this given their nature. If your ticket has been escalated it may take a little bit longer too as it would have to go to advanced support or a developer, but this will depend on the nature of your ticket. Thank you for your patience. :smile: Link to comment Share on other sites More sharing options...
Aisha Posted November 13, 2011 Share Posted November 13, 2011 They don't answer tickets on weekends unless they're urgent. Link to comment Share on other sites More sharing options...
Rhett Posted November 13, 2011 Share Posted November 13, 2011 Normal support is Monday - Friday 8-5 EST..... however as mentioned there is normally someone around 24/7.... critical tickets and business accounts are at the top of the list always and get taken care of first. With that said, we do work on all ticket's during the weekends too... but it will be a bit slower on the weekends due to limited staff. Link to comment Share on other sites More sharing options...
Taylor J Posted November 13, 2011 Share Posted November 13, 2011 They don't answer tickets on weekends unless they're urgent. That's completely false, they answer on the weekend but not as much or fast as on business days as at random times someone can pop in and do some work. Link to comment Share on other sites More sharing options...
Aisha Posted November 13, 2011 Share Posted November 13, 2011 That's completely false, they answer on the weekend but not as much or fast as on business days as at random times someone can pop in and do some work.Oh ok. My bad. I thought they don't work on weekends unless it's marked as critical, but I guess not. Link to comment Share on other sites More sharing options...
Rhett Posted November 13, 2011 Share Posted November 13, 2011 Oh ok. My bad. I thought they don't work on weekends unless it's marked as critical, but I guess not. It's only your ticket's we skip on the weekends lol Link to comment Share on other sites More sharing options...
Aisha Posted November 13, 2011 Share Posted November 13, 2011 It's only your ticket's we skip on the weekends [img] [/img] lol That's ok, I rarely submit support tickets. I mostly just ask questions about the companies policies for stuff. :< Link to comment Share on other sites More sharing options...
Collin S. Posted November 13, 2011 Share Posted November 13, 2011 As others have mentioned: Standard license support has a 2 business day SLA. Although we're staffed almost 24x7 for critical issues, it may be slower on the weekend. :) Link to comment Share on other sites More sharing options...
jackflash Posted November 16, 2011 Share Posted November 16, 2011 I've always had good service with IPB weekdays, weekends, nights. . . :) Link to comment Share on other sites More sharing options...
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