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Why are support tickets taking hours before they are addressed?

Things used to be resolved pretty quickly around here. Not anymore. Now it took my last two tickets an average of 3 hours before I get any reply from anybody. Just plain sucks especially when you have...

6 Answers In: Site5 By: jjsuico [4 ]

Why don’t we have that option to unsubscribe from our account page? Isn’t it also required by the anti spamming law that you place an unsubscribe link in the emails you send us?

From: http://business.ftc.gov/documents/bus61-can-spam-act-compliance-guide-business

Tell recipients how to opt out of receiving future email from you. Your message must include a clear and conspicuous explanation of how the recipient can opt out of getting email from you in the future. Craft the notice in a way that’s easy for an ordinary person to recognize, read, and understand. Creative use of type size, color, and location can improve clarity. Give a return email address or another easy Internet-based way to allow people to communicate their choice to you. You may create a menu to allow a recipient to opt out of certain types of messages, but you must include the option to stop all commercial messages from you. Make sure your spam filter doesn’t block these opt-out requests.

I don’t even remember opting in to these notifications.

I really would like to know the answer to this also.

This is precisely why I am airing my sentiments here. I USED to have very quick response times with support. This is even the reason why I have 3 accounts with Site5. But over the last weeks, it takes HOURS to have my questions answered.

I understand that there are certain departments that don’t have 24hrs support people. But what ANNOYS me the most is when I get someone from a department (Billing) to answer my ticket (which means they are online) and when I reply to them I would get an answer 2-3 hours later.

If you have too much tickets to answer, THEN GET ADDITIONAL PEOPLE.

This is precisely why I am airing my sentiments here. I USED to have very quick response times with support. This is even the reason why I have 3 accounts with Site5. But over the last weeks, it takes HOURS to have my questions answered.

I understand that there are certain departments that don’t have 24hrs support people. But what ANNOYS