I noticed one of the banners here says guaranteed 1 hour response time. This is in no way to say they can't do it or don't do it or any reflection of the companies support.

I find that interesting and a bit misleading at the same time. I hope the response time doesn't include the ticket sent back when you send a message to support.

What I would ask instead of response time is time to resolution. This is an important factor more then just a response time. Anyone can send a message saying "We'll look into this" in less then an hour.

Your thoughts?