Well, it happened again! I waited 17 hours for the customer service rep to write back and say “Send more information.”
(I wrote in to report slow FTP and telnet service. I checked the tracert (~15 hops, all < 70 ms), but did not include the tracert in my report. The customer service rep wrote back to say “Send the tracert.”)
I would like to suggest that you use “information triage” on incoming support requests. That is, have someone read every incoming request within a couple of hours or so, and evaluate it not on its substance, but on its information adequacy. If more information is needed, inform the client within a few hours so that the process is not unnecessarily stalled.
I am happy to wait 17 or 24 or 32 hours for a substantive response, when necessary. But to wait 17 hours to begin the resolution process is extremely frustrating.
Hope this idea is interesting to you.