Best support response
time in the industry

We are happy to share our real-time support volume and responsiveness based on support requests from our clients.

The chart below shows our consistently rapid response times all year long. Our responsiveness remains under 4 minutes, even during the busier months.

Month/Year # of Requests # of Replies Average Response Time
12/2024 169 649 3m: 12s
11/2024 658 2501 2m: 40s
10/2024 882 3326 2m:36s
09/2024 900 3411 2m: 26s
08/2024 952 3363 2m: 26s
07/2024 819 3260 2m: 37s
06/2024 841 3064 2m: 38s
05/2024 819 2657 2m: 43s
04/2024 859 2998 2m: 38s
03/2024 896 3064 2m: 32s
02/2024 957 3216 2m: 35s
01/2024 1067 3716 2m: 42s
12/2023 700 2343 2m: 42s
11/2023 832 2628 2m: 38s
10/2023 1070 2854 2m: 43s
09/2023 706 2555 2m:36s
08/2023 826 2961 2m: 42s
07/2023 669 2416 2m: 27s
06/2023 758 2580 2m: 39s
05/2023 897 3020 2m: 24s
04/2023 849 2847 2m: 19s
03/2023 1096 3753 2m: 30s
02/2023 1044 3783 2m: 41s
01/2023 1080 3725 2m: 20s
12/2022 660 2498 2m: 11s
11/2022 758 2616 2m: 29s
10/2022 877 2926 2m: 11s
09/2022 839 3140 2m: 34s
08/2022 971 3382 2m: 15s
07/2022 802 2933 2m: 21s
06/2022 963 3145 2m: 16s
05/2022 892 3373 2m: 12s
04/2022 916 3113 2m: 13s
03/2022 1082 3812 2m: 13s
02/2022 1094 3835 2m: 11s
01/2022 1038 3573 2m: 20s
12/2021 689 2326 2m: 24s
  • 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 for live websites. Time is calculated on the difference between the timestamp a message was saved by an Administrator and the timestamp our Support Team saved the response to the Administrator’s message minus time excluded due to being outside of support hours. Support hours are based on Monday through Thursday 8:00am – 5:00pm EST and Friday 8:00am – 4:00pm EST, excluding holidays and company outings. Some after-hours support is provided.