In the month of May 2017, we received 115 messages on support. Our average response time was 17h (That’s 16% slower than the previous month). But in the majority of cases (52% of tickets), we provided a response in less than an hour.
The waiting time of a customer who has contacted 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!
