There are two different clocks in support, and mixing them up causes most of the frustration around timing.
Response time
This is how long before a human reads your ticket and replies. The reply tells you we have it, what we understand the problem to be, and what happens next. Response is fastest for Urgent tickets and scales down through High, Medium and Low.
Resolution time
This is how long until the problem is actually fixed. It depends entirely on the cause. A misconfigured DNS record can be corrected in minutes. A conflict between a theme and a third party plugin can take a day of testing. Something that needs a fix from an upstream vendor takes as long as that vendor takes, and we keep you posted while we chase it.
Business hours
Our support desk operates during Malaysian business hours, Monday to Friday, excluding public holidays. Tickets raised outside those hours are queued and picked up at the start of the next working day. Genuine outages are handled outside business hours through the emergency route described in our emergency contact article.
What affects the clock
- Waiting on information from you. The clock effectively pauses while a ticket sits in "awaiting customer" state.
- Waiting on access. If we need credentials to a system you control, we cannot start until they arrive.
- Third party dependencies such as domain registrars, payment gateways and MYNIC.
Staying informed
For anything that will take more than a day, we post progress updates on the ticket rather than going quiet. If you have not heard from us and expected to, reply on the ticket and ask. A nudge on the existing ticket is always faster than a new one.
If timing on a particular request is critical for you, say so in the ticket. Reply to your email thread or contact [email protected] and we will tell you honestly what is realistic.
