We thought it might be nice to publish some stats on our support ticket response times. We raise a ticket whenever a customer reports a problem and we close it off when the customer confirms the issue has been resolved.
We aim to revolve all issues within an hour when raised during normal business hours.
In March we just about managed that on all but 2 days. We had a total of 111 tickets raised and the average time a time was open before being resolved was 36 minutes.