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Re: How long is the wait for Level 3 support (Prio 1 ticket)

BlackCloud
Tutor

How long is the wait for Level 3 support (Prio 1 ticket)?

The support I had over live chat logged a prio 1 ticket to Level 3 support seven hours ago - does anyone have same experience that Level 3 take a long time to respond?
Message 1 of 4
mdgm-ntgr
NETGEAR Employee Retired

Re: How long is the wait for Level 3 support (Prio 1 ticket)

Can take a few days. Depend on various factors such as how busy the L3 techs are with other cases.
Message 2 of 4
chirpa
Luminary

Re: How long is the wait for Level 3 support (Prio 1 ticket)

Live Chat is usually L1. It may be in the L2 queue still. Probably looking at 24-48 hour response time.
Message 3 of 4
BlackCloud
Tutor

Re: How long is the wait for Level 3 support (Prio 1 ticket)

Level 3 got through an hour ago (after c. 21hrs) and sorted out the issue (system corruption due to failed DB creation) in about 20 minutes.

I have been impressed with the help at both Level 1 and 3 once through - I guess it is easy for ones emotions to run high during the early hours, as one is thinking about the backups of family photos etc.
Message 4 of 4
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