Expected Support Response Times

AI-First Support Model

Server Scout uses an AI-first support approach designed to provide you with immediate assistance. When you submit a support ticket, our AI support bot responds within approximately 1 minute of ticket creation. The AI analyses your ticket, searches our comprehensive knowledge base, and provides relevant articles and troubleshooting steps that may resolve your issue immediately.

This instant response means you often don't need to wait for human intervention, especially for common issues, configuration questions, or general troubleshooting.

Human Support Response Times

First Response

When human intervention is required, our support team provides first responses within 24 hours on business days for standard tickets. Escalated tickets and high-priority issues are reviewed sooner within business hours.

Follow-Up Responses

For ongoing conversations, the support team aims to respond to your follow-up messages within 24 hours on business days.

Business Hours

Human support operates during business hours, Monday to Friday, Irish timezone (GMT/IST). We don't provide weekend or holiday coverage for human responses, though the AI support bot remains available 24/7.

Factors Affecting Response Time

Several factors influence how quickly we can respond to your ticket:

Ticket Priority

• High priority: Critical server outages, security issues, or service disruptions
• Medium priority: Performance problems, configuration issues, or feature questions
• Low priority: General enquiries, feature requests, or non-urgent questions

Issue Complexity

Straightforward questions typically receive faster responses than complex technical investigations that require detailed analysis or coordination with our development team.

Support Volume

During periods of high ticket volume, response times may extend slightly, though we maintain our 24-hour commitment for business days.

Timing of Submission

Tickets submitted during business hours generally receive faster initial human review than those submitted evenings, weekends, or holidays.

Understanding "Response Time"

Response time refers to the duration between when you submit or reply to a ticket and when you receive a response from our team. Response times are measured during business hours only – weekend and holiday periods don't count towards our response time commitments.

For example, if you submit a ticket on Friday afternoon and receive a response on Monday morning, this counts as one business day response time, not three calendar days.

Tips for Faster Resolution

You can significantly speed up the resolution process by providing comprehensive information in your initial ticket:

Essential Information

1. Server details: Include the specific server name or names affected
2. Detailed description: Explain what you're trying to accomplish and what's happening instead
3. Steps to reproduce: Provide a clear sequence of steps that lead to the issue
4. Error messages: Include exact error messages, log entries, or alert notifications
5. Screenshots: Visual information often clarifies issues quickly

Link Your Server

When creating a ticket, link the affected server to your ticket. This allows our support team to access your server's metrics, recent alerts, and configuration details, enabling them to provide more targeted assistance without requesting additional information.

Be Specific

Instead of "the server isn't working," try "Apache is returning 500 errors since this morning's update, affecting the main website." Specific descriptions help our team understand and address your issue more efficiently.

Setting Realistic Expectations

Most issues are resolved within 1-3 business days, particularly when you provide complete information initially. However, resolution times vary based on:

• Issue complexity and scope
• Whether investigation requires coordination with third parties
• The need for testing or staged implementation of solutions

Complex technical investigations or issues requiring significant troubleshooting may take longer. Our team keeps you informed throughout the process, providing regular updates on progress and any additional information needed.

Remember, the AI support bot often provides immediate solutions, and many customers find their questions answered within that first minute. For issues requiring human expertise, we're committed to providing thorough, professional assistance within our stated timeframes.