Ticket Acknowledgement
Zendesk is monitored by a team of people at Fastspot, which gives us the ability to act on new requests in the queue more quickly and efficiently. Fastspot is available to respond to client requests during our normal business hours from Monday to Friday, 9:00 a.m. to 6:00 p.m. ET. When your team submits a new request, Fastspot will acknowledge receipt within 24 hours during our normal business hours. However, please note that we cannot guarantee specific response times over weekends, holidays, or non-business hours.
Solution Identification & Timeframe
Within one to three business days from ticket acknowledgement, we will provide an estimate of when we will be able to execute the determined solution. Our production schedule can get tight at times, but we do our best to respond to any emergency needs as soon as possible and to slate in any larger initiatives in a reasonable time frame that works well for everyone.
Execution Time
Typically, you can expect a quick bug fix within a few days from identification of a solution, a small update within a couple of weeks, and a larger update (one that takes more than about 10 hours) within a month or two. These timeframes are flexible depending on the needs of each ticket and the availability of our developers, but we will always work with you to prioritize tickets appropriately.
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