What Sort Of Turnaround Times Are Typical For The Support Desk?

[Saenol]

I've got an open support ticket, submitted before the Easter weekend, that hasn't had any reply or acknowledgement of any kind. I realize it's shortly after a major update and a long weekend for DE, but some sort of automated reply or a hint at typical ETAs would be nice.

 

How long have support tickets typically taken you to receive a response?

Edited April 23, 2014 by Saenol

[Corrupted_Ertai]

Keep in mind they were closed Friday and all weekend for the Easter holiday. That adds at least 3 days to any expected turnaround.

[Saenol]

Yes, but what is the expected turn around?

[Genos27]

I submitted two tickets about a month ago that were classified into two different areas.  One for event_alert_ops, which took about seven days.  The other for bug_map_mission, which I got a reply the next day.

 

I think it just depends what time of the week and what type of ticket it is classified as.  The bug_map_mission ticket was probably addressed quicker, because of there being less tickets of that type in the queue.  Just an idea.  From what I usually hear though, it is typical for it to be more than a week of business days.

 

Edit:  Font color was black...

Edited April 23, 2014 by Genos27

[Saenol]

 

I submitted two tickets about a month ago that were classified into two different areas.  One for event_alert_ops, which took about seven days.  The other for bug_map_mission, which I got a reply the next day.

 

I think it just depends what time of the week and what type of ticket it is classified as.  The bug_map_mission ticket was probably addressed quicker, because of there being less tickets of that type in the queue.  Just an idea.  From what I usually hear though, it is typical for it to be more than a week of business days.

 

I guess I'll just have to be patient.

 

Thanks.