How quickly we answer your question depends on the type of question. We make a distinction between answer time and resolution time:
Response time is the time when you get our first answer to your question. Preferably with an immediate solution, of course, but in any case you will receive an update. This can happen if another department has to examine your question, or if we need more information. If you start a chat or call us, we assume that you already have an initial answer during that conversation.
Resolution time is the time in which we provide a complete answer to your question.
In the table below you will find an overview of the response and resolution times we aim for. The days are working days, and the hours are working hours within our opening hours. To give you an idea: throughout 2018, we answered 92% of the questions on time, and 94% of the questions were solved on time.
- For financial and admin questions; we will respond within 4 hours and try to resolve within 2 days
- Support questions, sales questions or cancellations; we will try to respond with 2 hours and try to resolve within a day
- Complete outage shared hosting; we will try to respond within 1 hour and try to resolve within 4 hours
- Complete outage private server; we will try to respond within 15 minutes and try to resolve within 2 hours