How We Measure Response Times

Current Performance

Response times vary based on advisor availability, time of day, and current demand. When advisors are online and available, typical match times range from immediate to a few minutes.

What Affects Response Time

✅ Advisor Availability

Our platform operates 24/7, but advisor availability varies. Peak hours (9 AM - 9 PM EST) typically have more advisors online.

📊 Current Demand

During high-traffic periods, wait times may increase. We display estimated wait times when you start a consultation request.

🔍 Question Complexity

Specialized questions may take longer to match with the right advisor. Common issues in popular categories typically get faster responses.

Our Commitment

We continuously monitor response times and work to improve advisor availability
You'll see a status indicator showing if advisors are currently available
If no advisors are available, we'll notify you and allow you to leave a message
Historical average response times are displayed when you start a chat request

⚠️ Important Note

Response times are estimates only and not guarantees. Actual times vary based on real-time conditions. We do not guarantee specific response times or advisor availability.

Data Methodology

Our quoted response times are based on:

Measurement Period: Rolling 90-day average
Metric Tracked: Time from chat request submission to first advisor response
Exclusions: Off-peak hours (12 AM - 6 AM EST) and maintenance windows
Sample Size: Based on all completed consultation requests in measurement period

Questions?

If you have concerns about response times or advisor availability, please contact us:

Contact Support

Response Time Transparency