19 min
Goal response time
HOW WE WORK
How We Measure 19 Minutes
“Rapid response time” is the time from when a support ticket is submitted to the moment a real engineer acknowledges it. Our published goal is 19 minutes—and in practice, we frequently beat it.
Current Highlights
8.20 min
December 2025 average
7.77 min
Overall monthly average (this year)
94.6%
Weeks this year where the average response rate was under 19 minutes
What counts as “Rapid Response Time”?
We calculate rapid response time from the exact timestamp a client submits a support ticket to the exact timestamp when a certified engineer (not a bot) first acknowledges the ticket.
Included ticket channels
- Client dashboard submissions
- Email-to-ticket
- Phone-to-ticket
What “acknowledged” means
- An engineer has read the ticket and responded directly to the client or initiated triage actions.
What does not count
- Automations or autoresponders
- Marketing or sales inquiries that don’t create a service record
How We Communicate Our Response Time
Our average rapid response time is sent to our clients on a weekly basis in our email newsletter. In addition to this, we have begun to publish the average response time on a monthly basis here on this page.
Got any questions?
Send us a message!