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Support stats for February 2025
Rixxo is an agency focused on supporting our clients, that's why we closely monitor our support stats each month to ensure we are offering quick and positive responses for every ticket.
1.7hrs
Average time to first response
13.3hrs
Average resolution
100%
Time to resolution SLA met
100%
Time to first response met
How we support you
The systems we have in place result from years of refinement and our belief in better. Designed to be transparent and responsive, while following industry best practices, our relentless focus is on keeping your business going.
Requesting support (raising a ticket)
Submit your request using the link above or email our support team. Please include as much detail as possible, especially clear steps to reproduce the issue and what you expected vs. what happened.
This helps us resolve issues up to 70% faster. If your issues aren’t related, it’s best to log them separately.
Prioritisation
We usually start working on tickets within a few hours. If we need more info to reproduce the issue, we’ll follow up with questions.
Critical issues are escalated to the development team immediately. For non-critical issues, if a quick fix isn’t possible, we’ll estimate the work and agree on timelines before scheduling it.
Progress
We will keep you informed of ongoing progress. For continuity, all communication will be done within the ticketing system where possible.
Resolution
Once your issue is resolved, we will check with you to confirm that things are working as expected before closing the ticket.
Get in touch
Think of us as an extension of your team.
Whether you need strategic aice, hands-on training, or a long-term eCommerce mentor, we’re here to help.