Response time is one of those phrases the IT industry uses loosely, so here is exactly what it means when we say it, and what we deliberately do not claim.

What response time means here

Our response target is the time it takes for a qualified engineer to start on your ticket and come back to you. It is measured in business hours, and it depends on your package:

• Essentials - 4 business hours
• Managed - 2 business hours
• Complete - 1 business hour

Business hours means Monday to Friday, 8:30am to 5:30pm Melbourne time, excluding Victorian public holidays. The clock only runs during those hours.

The automatic email is a receipt, not a response

When you lodge a ticket you get an immediate confirmation with a ticket number. That message is proof we have it. It is not the response, and it does not stop the clock. A response is a person who has looked at your problem writing back to you about it.

We say this plainly because some providers count the auto-reply as the response and report excellent numbers as a result. It is not a useful measure for you, so we do not use it.

A worked example

You lodge a ticket at 4:45pm on a Friday and you are on Managed, so the target is 2 business hours.

1. 45 minutes of the target is used before we close at 5:30pm.
2. The clock stops over the weekend.
3. It restarts at 8:30am on Monday, with 1 hour 15 minutes left.
4. You should hear from an engineer by about 9:45am Monday.

If that is not soon enough for the problem you have, the answer is not a faster email - it is a phone call to 03 9028 4358 during hours, or an after-hours arrangement set up in advance. See Our support hours, and how urgent problems are handled.

What we will not promise

We do not promise a resolution time. Not for a fixed fee, not in a contract, not verbally on the phone.

The reason is honest rather than defensive. Two tickets can look identical in the queue and be an hour apart in reality:

• A password reset takes minutes.
• A mailbox that has stopped syncing might be a setting on your laptop, or it might be a fault at the provider that thousands of businesses are also waiting on.
• A dead hard drive waits on a replacement part.
• A problem inside a specialist industry application waits on that vendor's support queue, which is not ours to control. We deal with them for you, but we cannot make them faster.

Anyone who gives you a fix time before they have diagnosed the fault is guessing. We would rather tell you what we know, when we know it.

What you get instead

1. A real person on it inside the target, with a plain-English note on what they have found.
2. An honest estimate once we know the cause, and a new one if the picture changes.
3. Updates while you wait, including when we are the ones waiting on somebody else. A ticket sitting quietly on hold with no explanation is a failure on our part - chase us if it happens.
4. A workaround where one exists, so you can keep trading while the proper fix is arranged.

Still stuck?

Log a ticket at portal.yougrowit.com.au or email support@yougrowit.com.au. If it is stopping you working right now, call 03 9028 4358.

Support hours are Monday to Friday, 8:30am to 5:30pm Melbourne time, excluding Victorian public holidays.