I have had a reseller account with Site5 (www.site5.com) since the last 14 months. One of the things that could be better is their human response time for a trouble ticket.

Site5 guarantees a response (not a resolution of the problem, which is fine) to any trouble ticket within 24 hours. They claim that their average response time is about 25 minutes. In reality, a human response to a trouble ticket (as opposed to their autoresponder acknowledgment) takes more than 12 hours almost every time I have raised one.

For instance, yesterday I had a problem where the IP address of the Site5 server that hosts my reseller account has been blacklisted at secureserver.net for possible spam abuse. As a result, an important email I sent to a particular client bounced back within seconds of my sending it. I raised a trouble ticket at 4.35 p.m, Indian time (GMT+5.30) on 20th November. It is now 9.00 a.m, Indian time on 21st November and I am yet to get a human response. That is nearly 16.5 hours.

I am pretty sure that Site5 will meet their target of sending a human response within 24 hours (another 7.5 hrs to go), but it isn't funny when you want to desperately send out an important mail. Sure, I could use some other email id, but that defeats the purpose of having a domain for your professional work, doesn't it?

Update
I finally received a reply from Site5 saying they would put in a request to secureserver.net to unblock the IP address of my reseller account's server from their spam source registry. I noted the time of the reply- Tue, 21 Nov 2006 19:22:47. Their auto-responder acknowledgement for my trouble ticket was marked Mon, 20 Nov 2006 06:05:30. In other words, Site5 took nearly 37 hours to respond to my ticket.

Hmmm...time to enforce their promise to refund a certain % for late responses?