It depends on the ticket and on the agreement that covers your account. Rather than quote a figure here that may not apply to you, ask us and we will confirm in writing the commitments that apply to your specific plan.
What follows is about what actually affects how quickly something gets resolved, because a first response and a fix are not the same thing, and several of the factors are within your control.
Response is not resolution
A first reply confirms we have the ticket and usually tells you what we need or what we are doing. How quickly it is then resolved depends on what the problem turns out to be. Something we can see and change on our side is fast. Something that depends on a registry, a third-party provider, a DNS propagation window or a decision from you is not, and no service level changes that.
What slows a ticket down — and how to avoid each
- A ticket that cannot be acted on. "The site is slow" starts a conversation. A specific address, what you measured, from where, whether it is constant or intermittent, and what changed recently gets a real answer on the first reply.
- The ticket sitting in Answered. That status means we are waiting on you. Days can pass on a ticket both sides think is with the other. Check your open tickets for it.
- Replies not reaching you. If our answers are landing in a junk folder or an administrator quarantine, the ticket stalls invisibly. Test this once at a quiet moment rather than discovering it during an outage.
- The wrong department. A misfiled ticket gets moved, and the move costs time.
- Duplicate tickets. They split the history and typically make both slower.
- Everything marked High. When the priority field stops carrying information, genuine emergencies are harder to spot — including yours.
Help us prioritise honestly
Set the priority field, but also describe the impact in the body: how many people are affected, whether customers can see it, and whether there is a deadline. That description drives handling more than any dropdown, and it is what allows a genuinely urgent ticket to be recognised as one.
If something is down right now
Mark it High, state the business impact, and include a phone number that works if the outage affects your email. The article on what to gather before reporting an outage lists exactly what to send — five minutes of observation first will usually save more than five minutes.
What is covered on your specific plan
Support commitments vary by agreement. If you need the precise terms that apply to your account, ask us and we will confirm them in writing rather than have you rely on a general article.
