During holidays and Christmas, helpdesk traffic always decreases, allowing us time to do things we've been postponing all year. Today, we conducted an analysis of our technical support response time over the past 11 months. Eleven months ago, we started recording response time, resolution time, and the number of requests.
For clients with VPS servers and physical servers, we provide an interface for submitting requests with priority selection, solver selection, and time recording. Hosting clients are handled traditionally via email, phone, chat, and Jabber. Special server hosting products are not included in the statistics as they follow agreed SLA.
Server Hosting and VPS Servers:
- Requests: 219
- Average response time: 5 minutes
- Average request resolution time: 19 minutes
Hosting:
- Requests: 1,142
- Average response time: 8 minutes
- Average request resolution time: 21 minutes
MyDreams hosting technical support guarantees a response within 24 hours. However, the statistics show that the average response time over the past 11 months was within 8 minutes. With this quick response time, we were able to promptly repel dozens of DDOS attacks and ensure stable operation for large projects and VPS servers, where every minute counts.