# Response times for support **URL:** \ **Category:** General Discussions\ **Created:** [May 19, 2024, 6:06pm UTC](https://hub.mender.io/t/response-times-for-support/6835 "2024-05-19T18:06:37Z")\ **Posts on this page:** 6\ **Page:** 1
**Author:** ![Michael-staytuned.co](https://avatars.discourse-cdn.com/v4/letter/m/5f9b8f/32.png) [@Michael-staytuned.co](https://hub.mender.io/u/Michael-staytuned.co)\ **Post date:** [May 19, 2024, 6:06pm UTC](https://hub.mender.io/t/response-times-for-support/6835/1 "2024-05-19T18:06:37Z")
I’m curious what the general experience has been for response times of P0 issues? I have a current P0 preventing a production rollout of Mender, so I opened an email thread for support. The last response was 10 days ago. For the price of Mender Professional I expected better response times. Has this been the general experience for folks using Mender? Has anyone used alternatives that offer reasonable SLAs on non-Enterprise plans? For other software vendors in general, response times over a week long seem pretty uncommon. ---
**Author:** ![TheYoctoJester](https://yyz2.discourse-cdn.com/flex036/user_avatar/hub.mender.io/theyoctojester/32/1444_2.png) [@TheYoctoJester](https://hub.mender.io/u/TheYoctoJester)\ **Post date:** [May 19, 2024, 8:42pm UTC](https://hub.mender.io/t/response-times-for-support/6835/2 "2024-05-19T20:42:55Z")
Hi @Michael-staytuned.co, Sorry to hear that you are blocked, and I apologise for possibly suboptimal communication. I do not have access to the ticket system, so I can neither confirm nor deny any activities here or which came last, but I’ve pinged the support people. However one short remark: this post - being written on the evening of Pentecost Sunday - refers to a time span which includes no more than five working days, and at least in Europe most people won’t be back until Tuesday. I understand and agree that this is an unfortunate coincidence. Greets, Josef PS: I am aware of the other thread, and if I had an answer then I would have obviously given it as fast as possible. Sorry. ---
**Author:** ![Michael-staytuned.co](https://avatars.discourse-cdn.com/v4/letter/m/5f9b8f/32.png) [@Michael-staytuned.co](https://hub.mender.io/u/Michael-staytuned.co)\ **Post date:** [May 20, 2024, 4:28pm UTC](https://hub.mender.io/t/response-times-for-support/6835/3 "2024-05-20T16:28:55Z")
Thank you for the clarification. As you point out, there were merely 5 working days in that time span. Would 5 working days to respond on a P0 incident seem acceptable to you? ---
**Author:** ![TheYoctoJester](https://yyz2.discourse-cdn.com/flex036/user_avatar/hub.mender.io/theyoctojester/32/1444_2.png) [@TheYoctoJester](https://hub.mender.io/u/TheYoctoJester)\ **Post date:** [May 20, 2024, 4:55pm UTC](https://hub.mender.io/t/response-times-for-support/6835/4 "2024-05-20T16:55:46Z")
Hi @Michael-staytuned.co , like I said, I understand that you are unhappy about the timeline of your particular incident handling, and I also agree that 5 working days is not particularly fast. I will try to follow up and understand where the delay happened. ---
**Author:** ![dpv](https://avatars.discourse-cdn.com/v4/letter/d/b4bc9f/32.png) [@dpv](https://hub.mender.io/u/dpv)\ **Post date:** [August 2, 2024, 7:11am UTC](https://hub.mender.io/t/response-times-for-support/6835/5 "2024-08-02T07:11:53Z")
We only pay for Mender Basic right now. Our first emailed support ticket got a fairly prompt response (I believe one or two days, max). However, a month later, I was flabbergasted by the timeline of our second ticket: - May 23: sent initial emailed question, received automated acknowledgement - May 30: I solved the problem on my own and asked why service was so slow - June 20: Received response explaining thats the nature of the “best effort” service that Basic and Professional get Also its kind of silly that the so-called “Professional” tier may, potentially, be waiting a whole month for a response. Professionals have deadlines. ---
**Author:** ![nickanderson](https://yyz2.discourse-cdn.com/flex036/user_avatar/hub.mender.io/nickanderson/32/2257_2.png) [@nickanderson](https://hub.mender.io/u/nickanderson)\ **Post date:** [August 2, 2024, 5:15pm UTC](https://hub.mender.io/t/response-times-for-support/6835/6 "2024-08-02T17:15:28Z")
I messaged @dpv directly to look into the issue he cited. 100%, our bad. It was 27 days before he got a human response. While we currently only provide SLAs for Enterprise customers, we aren’t looking to ignore non-enterprise customers. There is just really no excuse for it. I hope that we can provide a better experience going forward.