In the past few months, I have tested 2/3 hosting companies. I have found that they were promised about quick response of their tickets. Most of them guaranteed the response time is below 60 minutes.
Yes, really interesting as I found that they keep their words by some technique. Suppose that, I have sent a ticket for a simple technical issue. Usually all provider sends ticket opening confirmation. So, I dont count it as a reply as it is automated. Within 2 – 5 mins I get a response from someone of their respective department something like:
“We have received your ticket. We are now checking the issue and will update you soon”.
So, one reply is made. The 60 mins promise is kept. Now they have another 110 mins to solve the issue.