Ask HN: how quickly do you answer support emails?

Re:Ask HN: how quickly do you answer support emails? by jwilliams on Wednesday October 22, 2008 @06:37AM (#339900)

Think this depends on the pricing structure. Are you offering a free or a paid service? Is support part and parcel of this, or do you offer different levels of support?

[ Parent | on HN ]

Re:Ask HN: how quickly do you answer support emails? by jd on Wednesday October 22, 2008 @06:48AM (#339905)

No different levels of support: best-effort is the best we can do. This means that sometimes it may take a while for us to get respond to somebody, given that we have to sleep occasionally.

I'm mostly curious how other people deal with it. Do people carry a laptop everywhere so they can plug in whenever something happens? Or do people just hope for the best and deal with problems only during "office hours"?

[ Parent | on HN ]

Re:Ask HN: how quickly do you answer support emails? by veeneck on Wednesday October 22, 2008 @09:12AM (#339976)

If our team is going to be away for a few hours, we usually do have a laptop on hand. Otherwise, we just do it through our phones (which is slow and painful), or ask another team member to cover for a few hours.

Side note to parent comment -- we do offer the same support to free and paid plans right now.

[ Parent | on HN ]