A lot of times a customers of web hosts submit tickets and then within say 10 minutes update the ticket and ask why they didn’t get a response yet. In another 10 minutes they submit another reply to ticket asking the same. This often goes on multiple times making the customer more and more frustrated and often leads them to a false conclusion on response time.
The thing the customers fail to realize is they actually further delay their response time with each reply they submit prior to receiving a response from staff.
The majority of web hosts use ticket systems where they have queues for different departments (sales, support, abuse, etc..). The tickets in these departments are worked on in the order received.
If there are 10 tickets in queue the oldest being from 10 minutes ago and yours (the newest) being from 1 minute ago, going in order you would be the 10th person to get a reply. Now lets says 5 minutes pass and there are now 10 tickets in queue, but 5 of the original tickets have been updated by staff. At this point you would be 5th in line to receive a reply with another 5 customers after you.
Without waiting you decide to respond to ticket and ask why you didn’t get a reply yet thinking this will expedite your response time.
In reality you just moved your ticket from number 5 back to number 10 as a customer reply will reset your ticket time making it once again the newest.
To receive the fastest response you should always include all relevant details in your initial reply and wait for staff to respond. If your situation requires immediate assistance you may set your ticket to a higher priority, include EMERGENCY in the subject line of ticket or use one of the live contact methods such as telephone, or live chat.
