Why are support tickets taking hours before they are addressed?
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Answer #2
Over the years working with different hosting companies, Site5 has always been a standout when it comes to customer and technical support. Perhaps you sent a support ticket during a time of influx, as joliver had mentioned? I think that joliver pretty much summed it up but I had to chime in as Site5 really stands out in my mind in regards to support tickets wait times.
Answer #3
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
Answer #4
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.
Answer #5
Hello,
When you reply to a ticket after a staff member has sent a reply, it returns to the back of the queue. We answer all non-emergency tickets in the order which we received them.
Once again, I apologize for any inconvenience you have experienced.
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Answer #1
On behalf of the Site5 team, I sincerely apologize for the delay in response time you experienced.
We always strive for response times within 30 minutes on all tech support issues; however our other departments are not open 24/7. Because of this, response times may vary slightly from day to day depending on the department you are in communication with.
Normally the slowest time is during the first few hours when the department is working on the influx of tickets from the night before. We always review the tickets in the queue and work emergency tickets first (sites offline, non-functional, suspended, etc); from there we will work on all other tickets in the order we received them.
Once again, I apologize for the delay on your ticket.