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?

I see nothing what monster said is wrong he is just voicing his opinon. I was wondering isn't this called freedom of speech? Well, I agree with monster. Unless of course you have a NOC with a staff that goes between shifts. I stay up 17 - 18 hours a day I could handle the amount of tickets from these hours. Hello, I have to sleep at least 6 hours and i'm not about to have heart failure due to the lack sleep for the convience of the customer. We are humans and we need sleep too.

To add a flavor to this thread, I seen many companies solving most of issues within 1hour time. It could be respond to the first ticket, but it still shows they have active staffs right? Most shared and Reseller hosting providers have the capability to resolve issues quickly than a dedicated server provider.

That would be a misleading one indeed. It all depends on how much detailed response they give and how much useful it to the end user.

Yes I agree that not every problem can be solved within an hour. The actual thread was "1 hour response time" not "1 Hour resolution time". So I don't find anything misleading here with those sort of informations. Response really means responding to a ticket or an email and like you stated, if all hosts offers it, then why not state it on their banner or site? Its just like you say, oh we got PHP, MySQL, and 24/7 support. Its a way of promoting not misleading as many hosts do with unlimited hosting packages.

It is a bit misleading because clients don't really understand usually the differance between resolution and just a response. My comment was made because I think it would be smarter to show what your average time to resolution instead of response because as I said anyone can respond to an email within an hour.

Well yea, that would be a good idea to work on :).