How long should web hosting ticket support take?

How long should web hosting ticket support take?

Discussion in 'Web Hosting' started by Kania, Aug 29, 2017.

  1. Kania

    Kania Active Member

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    My web host has been getting worse with taking longer to reply to my support tickets and even when they are something easy. I used to get some replies in an hour or maybe 2 hours but some were long. Now they are all long and are taking at least 8 hours. How long should it take to reply to support tickets at a web host?
     
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  2. vishwa

    vishwa Active Member

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    Its depends on the web host. My web hosting provider replied to my tickets in just 5 minutes. Usually all my queries and problems has been sorted out in live chat. So, it is quite in real-time.
     
  3. Marcos

    Marcos Active Member

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    I think that a host answering support tickets should not take longer than 1 hour at the most. at least they can reply to let you know what they will be doing. Taking 8 hours or more is way too long.

    That is very good. I don't think I have heard of ticket support in only 5 minutes. That is a very nice benefit to have.
     
  4. Kania

    Kania Active Member

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    Really only 5 minutes? was that to help you or just to send a reply that they will be working on your support needs?

    Mine has been getting worse and worse over the time I have been there. Maybe they are just tired of me as a customer.
     
  5. vishwa

    vishwa Active Member

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    No, They sorted my issues in this time frame and relied back to me.
     
  6. JohnQ

    JohnQ Member

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    My tickets have never really taken more than an hour except on a rare occasion. I would say that since yours is taking that long you might want to look for a new host.
     
  7. KeralMTG

    KeralMTG Active Member

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    If it is taking at least 8 hours for ticket support help then you need a new host mate. I thought mine was slow and it takes 2 or 3 hours when they are busy.
     
  8. Catherine1

    Catherine1 Active Member

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    Mine usually takes about 30-45 minutes most of the time. There was one time it took a couple of hours but that was a rare occasion.
     
  9. Ben

    Ben Active Member

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    My friend, if you are having support ticket that are taking 8+ hours then you should be shopping for a new web host. If it was once in a while then that would not be as big of a deal but if it's regular then you should be checking on getting new hosting.

    Mine have never really taken more than 30-60 minutes for the most part.
     
  10. vinaya

    vinaya Member

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    I am with Namecheap since two years. One of the reasons why I am with name cheap is because they reply to tickets very fast. My friends using Go Daddy say it takes around 48 hours to get reply on theit tickets, where as on Namecheap my tickets are answered within 10 minutes, at any day, at any time. Namecheap has a wonderful support system, they really care about theri customers. I cannot imagine getting answer after waiting 48 hours.
     
  11. Soulwatcher

    Soulwatcher New Member

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    A webhost shouldn't take longer than a hour to respond. And a good host will respond in 15 minutes. When I was with stable host they respond to my support tickets in 15 minutes and usually had the problem fixed the first reply. And the longest I ever waited for a problem to be fixed was 1 hour.
     
  12. Marcos

    Marcos Active Member

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    Often a business will work harder to get you as a customer than they will to keep you as a customer. Perhaps you should be shopping for a new web hosting service.
     
  13. Kania

    Kania Active Member

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    That is super fast. I will have to check on the host you are using soon because I need to make a switch to a new one.

    Yes I know that and will be looking for a new one soon.

    They are taking 48 hours for support tickets? Really?

    That is just crazy long times. What happens if your website goes offline for that long and the search engine websites see that? It will hurt your rankings.

    I have not heard of them but they sound good. I might have to check on them because I need to find new hosting because mine is getting worse.
     
  14. Ben

    Ben Active Member

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    Good for you.

    Make sure to check any out before you are thinking about using them so you don't wind up in the same situation or worse.
     
  15. Traveler

    Traveler Active Member

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    If my web host was taking 8 hours long for ticket support I would have left them long ago. At the most it should be no more that 1 or 2 hours.
     
  16. Kania

    Kania Active Member

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    I will now always check on them before buying since I learned the hard way of that.

    I also think it should take maybe 1 or 2 hours for the most and if it is a big problem. I have tried to stay with them but they are just getting worse all the time.
     
  17. Ben

    Ben Active Member

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    Many things that I have learned have come the hard way so I know what you mean.
     
  18. Traveler

    Traveler Active Member

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    Well it seems like you have given them a good enough chance but now it it time to look for a new web host.
     
  19. Kania

    Kania Active Member

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    I have given them many chances and they keep disappointing me. You are right about the time to find a new host. I will be looking in the next days ahead.
     
  20. Dean

    Dean Well-Known Member

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    I think that a good web host should answer most support tickets in no more the 30-60 minutes unless there is something that would require more time due to unknown circumstances.

    My support tickets are usually taken care of in under 20-30 minutes and often less than that.

    If yours are taking 8 hours then it's time to get new hosting.