How We Calculate Average Time to Respond
Our response time is the gap between two moments. First, when your ticket lands in our system. Second, when a real technician writes back to you. Nothing in between counts. An autoreply does not count. Assigning your ticket to someone does not count. A note we write to each other does not count. Only a real reply to you.
We count every ticket, not just the good ones. A small question counts the same as a full outage. That means the number shows our real workload, not a cherry-picked slice of it.
The number on this page comes straight from ConnectWise, the system we use to track tickets. It updates automatically through BrightGauge, our analytics platform. We do not add it up by hand. We do not round it down to look better. You are seeing what the data says, bad weeks included.
One thing to be clear about, since IT companies mix these up: this is time to respond, not time to fix. A response means a person read your ticket and answered you. How long a fix takes depends on what broke. We aim to fix all issues within 1 hour, but some issues take longer depending on how complex they are.
We share this because most IT companies promise response times they have never actually measured. If you are comparing us to someone else, ask them two questions. How do you calculate that number? Will you show me the dashboard?
We started Soaring Towers in 2017 in Culver City because we kept meeting business owners who had been let down by their IT company. Tickets sat for days. Nobody explained anything. The bill never matched the work. So we built the opposite of that, and we publish our response time on this page because we think you should be able to check.
We manage the computers, networks, and the Microsoft 365 & Google Workspace accounts that keep your business running. We watch for security threats 24 hours a day. Finally, we help you grow your business by recommending technology to help solve your business issues.
We work best with three kinds of companies: construction firms, wealth management/RIA, and retail chains. That focus is on purpose. For construction, we know the software you use: Procore, Buildertrend, and JobTread. For wealth management, we know what SEC examiners ask for and will be by your side during audits. For retail businesses, we keep your systems working at all times, reducing theft and lost transactions.
You should not have to teach your IT company how your business works.
Most of all, we answer the phone when our clients call.
