We answer tickets in about fifteen minutes on average. People ask how, usually assuming there is a large team behind it.
There is not. Here is what we actually do.
No tiers
There is no first line whose job is to ask whether you have tried turning it off and on again before passing you to someone who can help.
The person who reads your ticket can fix your problem. If they cannot, they own it until it is fixed rather than transferring it and closing their copy.
Tiered support exists to protect expensive staff from cheap questions. It works, in the sense that it lowers cost per ticket. It also means every genuinely difficult problem spends its first hour with somebody who was never going to solve it.
No scripts
We do not have canned responses that get pasted at you. If your ticket says the site is down after a DNS change, you get an answer about your DNS, having actually looked at it.
Scripts scale. They also produce the experience where you explain a problem in detail and receive a reply that answers a different, more common question.
Support people who can see the systems
This is the actual answer, and it is boring.
Whoever reads your ticket can look at the live DNS zone, the mail logs, the error log and the certificate status. They do not have to ask you to run commands and paste output, and they do not have to escalate to someone with access.
Most of the fifteen minutes is reading. The fix is usually seconds.
We write the article afterwards
When a question comes up three times, we write it up properly and link it. That is where most of our guides came from — it is not a content marketing exercise, it is the same answers we were already typing.
This compounds. Every article is a question that stops arriving, which is time back for the harder ones.
We say when it will take a while
Some things genuinely take hours — a registry transfer dispute, a mail reputation problem, a migration from a host that is being difficult.
We say so, with an actual estimate, instead of going quiet. Most of the frustration in support is not waiting, it is not knowing whether anyone is working on it.
What it costs
Being honest about the trade-off: this does not scale infinitely, and it is why we are not the cheapest option in the market. Somebody with real access and real judgement answering your ticket costs more than a script.
We think it is the right trade for the kind of customer we have — people running a business who need the thing fixed, not people shopping purely on the monthly price.
If you are the latter, there are cheaper options and we will not pretend otherwise.
