Response time is the maximum amount of time taken for a technician to reply to a ticket. We offer a guaranteed response time of 30 minutes depending on the support plans. Our average response time is 15 minutes.
Resolution Time is the total time taken to resolve a ticket, starting from the time it was opened. In most cases, our technicians are able to maintain a resolution time of 6 hours. However some cases will require more time than usual, like migration, data restoration, malware scan etc.