Hey Weavers,
Providing amazing customer support to our user base is at the top of our priority list (right next to building a mind-blowing web building app 
).
Our community forum is just one support channel that we offer to RapidWeaver users. As this is a public forum everybody can see what’s going on, so it’s quite transparent. But did you know we also offer direct support via Email? It’s actually where we receive the bulk of our support requests, however it’s not very transparent as all our work there is handled behind the scenes.
That’s why starting this month we’ll be releasing a monthly Customer Support Transparency Report. This report breaks down some support metrics that might be interesting for those curious.
Without further ado, below is our report for the month of October 2024. If you have any questions or comments let us know.
Added an Email Support Widget to the Realmac website
If you visit https://www.realmacsoftware.com/ you’ll notice a new widget at the bottom right of our website. This makes is super easy to send us a quick email if you have any questions or need any help. Give it a try next time you need to send our support team an email.
First Response Time
The average amount of time a customer is waiting for the first reply from the team; subsequent response times are not included.
Response Time
The average amount of time a customer is waiting for a response from the team.
Handle Time
This represents the time from when we open the conversation to the time we press Send. If we save a draft and come back to it several times, only the final visit before sending will be captured as the handle time.
Resolution Time
The average amount of time it takes from the time a conversation is created to the time it is resolved. A conversation can only be resolved once and must include a reply.
Replies to Resolve
Number of replies sent to the customer before the conversation is resolved.
Small Caveat
Our support desk software allows us to enter in our Office Hours in order to more accurately calculate the above metrics, however unfortunately it doesn’t have any option to enter public holidays. This means if a customer contacts us after-hours the night before a public holiday, the system will calculate that holiday into the timeframes.
Good news is, this means the listed percentages for 1-2 days, and 2+ days, would be inflated depending on how many public holidays there were in the month. In reality, the percentages would be lower for those two timeframes. 
Hope y’all found this information useful. We’re happy to support our user base and want everybody to have the best experience possible.
If you have any questions or comments let us know, otherwise see you around for the November 2024 report.
Happy Weaving!
Odd I can’t just comment directly in the thread and it wants to make a new thread? So I have no idea where to put this comment?