We know eramba is far from perfect, but in some ways we do what we set to do when we started, deliver what all our suppliers can not do. One of this things is support, for 2.5k/year you get software and unlimited support, mostly from @sam.
93 minutes for a first reply (thats an anual average!), considering we working only 8hrs a day is unheard. In particular if you get support from someone that knows eramba and grc upside down. 2024 stats shared with you below.
If you look at the number of tickets we get, you can see that we do not get that many (more than 500 customers). Typically a new customer that completed our online trainings and purchased workshops will raise tickets the first couple of months then they will rarely need our help, that is the reason you see that number of tickets.
Well done Sam!
ps. “resolution” metric is much longer because we never set tickets to “Solved”, we leave them in “Pending” until the system automatically closes them.