Do you think hosts should be in business if they can not answer support tickets...

[wswd]

Yeah, not surprising, CS Squad. Looks like he just does the "drive by posting" without any intention of actually participating in the forum, to get his signature out there. Ah well.

[CS Squad]

Yeah, not surprising, CS Squad. Looks like he just does the "drive by posting" without any intention of actually participating in the forum, to get his signature out there. Ah well.

Well, as usual, Exabytes people just come here and post offers and make sure their signature was crawled by Google bots, then leave.
To be honest, they do not really care about their servers anyway.

[VPS6NET]

I believe every service business that communicates with clients via the Internet should strive to answer inquiries within 1 hours, maybe 2.5 at most, and that they should seriously reconsider their strategies if they cannot meet this standard.

[JamesZach]

I would say sooner the better. To be competitive, one needs to keep reducing the response time and resolution time. Everybody is in a hurry and nobody wants to wait.

[Steve-Hostirian]

Response and resolution times can vary widely. We average about 10 minutes for response times, but resolution depends on the specific issue. Of course, the goal is to minimize downtime and prevent customer churn. There are some clients who try to push your buttons, moving from host to host when their demands become intolerable. As long as they are your client however, you should make every attempt to exceed their expectations.