We respond to a call on an average within 20 seconds and 80% of calls are answered in less than 60 seconds.  We typically return calls for messages left within 30 minutes.
 
For e-mail/Web based support, typically, within 15 minutes of submitting a ticket, the ticket is acknowledged and appropriate technician is assigned to work on the issue.  Most of the simple issues on an average are resolved within an hour and anything that requires configuration change on the server or requires further investigation is resolved on an average with in 4 hours.  Issues that require contacting Vendor support or further investigation are responded within 24 hours with a solution or recommendation.
 
We provide end user help desk support from 8AM to 5PM in your time zone.  Our server monitoring and support service is 24x7x365.