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The chart below will give you a peek into the volume and responsiveness of our support based on help requests from our clients.
Month/Year |
# of Requests |
# of Replies |
Average Response Time |
05/2013 |
356 |
1190 |
0hr: 3min: 21sec |
04/2013 |
465 |
1400 |
0hr: 2min: 54sec |
03/2013 |
530 |
1705 |
0hr: 2min: 58sec |
02/2013 |
496 |
1742 |
0hr: 3min: 39sec |
01/2013 |
514 |
1799 |
0hr: 3min: 21sec |
12/2012 |
314 |
971 |
0hr: 5min: 28sec |
11/2012 |
380 |
1123 |
0hr: 3min: 49sec |
10/2012 |
419 |
1515 |
0hr: 3min: 37sec |
09/2012 |
407 |
1170 |
0hr: 3min: 13sec |
08/2012 |
409 |
1348 |
0hr: 5min: 45sec |
07/2012 |
381 |
1228 |
0hr: 4min: 18sec |
06/2012 |
391 |
1166 |
0hr: 4min: 57sec |
05/2012 |
468 |
1360 |
0hr: 5min: 3sec |
04/2012 |
433 |
1323 |
0hr: 4min: 3sec |
03/2012 |
511 |
1446 |
0hr: 5min: 46sec |
02/2012 |
487 |
1482 |
0hr: 5min: 4sec |
01/2012 |
421 |
1077 |
0hr: 4min: 33sec |
- Month/Year - Requests and replies are grouped by month based on the month the support ticket was opened and reply was sent.
- # of Requests - The total number of support tickets opened during the month by Administrator(s).
- # of Replies - The total number of replies sent by Administrator(s) and our Support Team during the month.
- Average Response Time - The average time for our Support Team to reply to an Administrator's message during the month. Time is calculated on the difference between the time a message was sent by an Administrator and the time the Support Team responded to the Administrator's message minus time excluded due to being outside of support hours. Our support hours are based on Monday through Friday 8:00am - 5:00pm EST excluding holidays. Some after hours support is provided as well.
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