I see far too many businesses accept painfully slow IT support as normal, even though waiting hours for a first response can throw off an entire workday.

Across the industry, top-performing support teams aim to reply to email in under 4 hours, but average response times are often much slower, in the 7- to 12-hour range.

That might sound manageable on paper, but it rarely feels that way when someone cannot access email, a new starter is blocked, Google Drive permissions are wrong, or a meeting link is not working five minutes before an important call.

So we decided to measure ours properly.

Looking at 599 real IT support conversations between April and August 2026, Kimbley IT’s median first response time was 1 minute.

And 90% of requests were answered within 5 minutes.

That matters because when support is quick, small problems stay small. People get back to work faster, operations managers stop chasing updates, and business owners are not left wondering whether anybody has even seen the issue yet.

It also changes how people use support. When replies are fast, teams ask sooner, fixes happen earlier, and less time is wasted on random internal workarounds.

This is all part of how we run support at Kimbley IT: quick replies, practical help, and no disappearing into a ticket queue for half a day.

If your team is putting up with long waits and patchy support, drop me a message, and I can show you how we handle it.