Drespar said: For reference for others who may be curious as well, we tend to aim for a first response within ~24 hours or less. Is this both for weekdays and weekends? I'd assume there is a spike in users & tickets during Friday-Sunday, leading to above average number of tickets compared to weekdays, which might lead to having at least equal amount of support staff active on weekend, compared to weekdays. Edit: (I'd still assume the time between first response and potential escalation is slower on weekends, with less devs and higher tier support working then)
