We (McKremie) just conducted an audit of our support tickets to give our potential customers an idea of how our response times are.  We went through the support tickets for January and February to see how fast or slow our team has been responding to tickets.  It took a little time but we went through the data and were quite pleased.

First off we knew that the response times have been good as myself and the management team often monitor tickets that comes through our Helpdesk.  But, I didn’t have an exact response time just a few estimations.  Anyway, I’m happy to report that our average response time for web hosting issues is 7.5 minutes.  What does this mean to our customers and potential customers?  If you need to contact our support team you can expect a response on average in a little over 7 minutes.  (currently) Our fastest response time was 2 minutes and our slowest response time was 17 minutes.

Not too bad for a 24/7 operation!

On November 23, 2008 at 10:00 PM PST we updated our ticket support system with new and improved software. We strive to find better ways to help our customers and our old support ticket software was OK but not great. It lacked some functions that we really need like;

1) ability to move tickets between departments
2) ability to assign tickets to a specific staff member
3) ability to suggest knowledgebase articles

There are other reasons but the above mentioned were are main criteria. We were able to close most of the open support tickets with our old system prior to the software switch. Those that had tickets opened 24 hours later on the 24th of November had new tickets created as we turned off the old system at that time. We are happy to report that the transition was smooth and the new support software is working great.

The main support URL has changed to this one here. I recommend to all our clients to bookmark this page for future reference. You can also access the support department via any page of our website in the top navigation.