Benchmarks for response time

48 hours here 😀

We monitor the 48 hour and 5 hour marks.

Hi ​@Thomas Deely 

My view is that this really depends on the type of question being asked.

For example, bug or glitch-related issues typically receive a response in under 24 hours, with the fastest possible path to resolution.

For general questions, response times are usually within 24–48 hours. If a question rolls into the weekend, it may stretch slightly beyond that window 😅.

That said, I genuinely like the idea of letting a customer question “simmer” in the community before jumping in. It creates more space for peer-to-peer support and helps members learn from each other.

I think the right answer for everyone is “as quickly as possible.” 😂

We’re similar to what ​@revathimenon said...we monitor all incoming posts, especially questions. If one warrants a response from an employee, we help facilitate that as quickly as possible, ideally within 24-48 hours max. Otherwise, we’ll let it “simmer” for the Community to handle. 

That said, we also have an automated notification that alerts us if a question receives no replies 72 hours after posting. We can then decide whether to take action or let it continue to simmer.