In December 2016, we received 106 support messages. Our average response time was 14h (That’s 7% faster than the previous month). Despite this, we provided a response in less than an hour to 47% of tickets.
The waiting time for a customer to contact support is divided into 4 categories:
- A+ for a response received less than an hour after the message was sent to support
- A for a response received between 1 and 4 hours after the message was sent to support
- B for a response received between 4 and 24 hours after the message was sent to support
- F for a reply received more than 24 hours after the message was sent to support
In the diagram below, the size of the circle indicates the number of messages received, and the color indicates how long users have to wait for a response. Areas with a blue background indicate time slots when our teams regularly respond to tickets.
Questions for support?
The answer may already be in our documentation!
