Worldwide Customer Support Response Time
Response time is the total time it takes during local business hours for you to contact a Customer Applications Engineer (CAE) from the time you open a service request. Our goal is to connect you with the appropriate CAE within two business hours, whether you contact us by SupportNet or telephone. In practice, if you contact us using SupportNet, over 75% of the time you are likely to find an answer immediately. If you need to open a Service Request we achieve much faster response times than our 2 hour goal. Our median response time for the past several years has been less than 12 minutes. Here are the median response times for the past several quarters.
Worldwide Customer Support Resolution Time
Resolution time is the total time it takes to resolve a support issue to your satisfaction. This may be different from the time Customer Support is directly involved because your issue may include work by other departments. Since each situation is different, we don't have a universal resolution standard. Our goal is to make sure our surveys tell us you are satisfied with the resolution time. Specifically, on our Service Request Incident Surveys, our goal is to have 90% of our customers satisfied (rating of 5, 6, or 7) with their resolution time. Here are the percentages of satisfied customers for the past several quarters.