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July 30th, 2007, 11:29 PM
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#2 (permalink) |
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Senior Member
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It's usually 10-20 for an initial response. But it depends on how many tickets there are in the system, and how many people are working. Even though there's supposed to be a full compliment of support techs working at night, I find it can take a little longer when the sun goes down in Florida.
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July 31st, 2007, 5:54 AM
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#3 (permalink) |
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Surpass Fan
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Joined in Oct 2004
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5-10 minutes for initial response.
If you are waiting for a follow up it may take longer as techs are already investigating the matter. This delay will then be highly dependant on the seriousness of the problem. For technical issue my longest wait was half a day. My longest wait was almost 3 days during a suspension. Whatever you do, don't reply to the same ticket as this puts the ticket at the back of the queue again. Don't submit new tickets for same issue as this causes confusion and blocks the system. But you already knew that right :-)
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David Kaspar | SH60 |
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