kenji3
Member
OP
- Joined:
- Jul 2024
- Posts:
- 138
- From:
- Osaka, JP
I have been tracking RackNerd support response times since 2024. My data:
Q1 2024: 23 min average
Q2 2024: 31 min
Q3 2024: 38 min
Q4 2024: 45 min
Q1 2025: 52 min
Q2 2025: 61 min
Q3 2025: 74 min
Q4 2025: 89 min
Q1 2026: 112 min
Q2 2026: 134 min
This is for technical tickets, priority "normal". I have 47 tickets in the sample. The trend is clear. I am not angry, just wondering if others see the same.
conbini > datacenter snacks
haroldgsm
Member
Grumpy Old Sysadmin
- Joined:
- May 2024
- Posts:
- 329
- From:
- Ohio, US
20 years in this business. Back when I started, you called a phone number and someone picked up. Kids these days measure "response time" in hours and call it acceptable.
I have seen this pattern before. New ticket system, new management, cost cutting disguised as "efficiency." Mark my words: by Q4 2026 they will outsource tier-1 to a chatbot and you will long for 134 minutes.
The decline is structural. They are not coming back.
IPv4, IRC, and irssi — fight me
