Our typical response time would depend on what stage of relationship is the brand -
Prospecting - When a brand is at a prospect stage - evaluating feasibility : our response time is 3 to 5 days but sometimes it can even be 2 weeks depending upon the back-log of inbound inquiries
Product Development : Weekly updates | Response / resolution to queries via ticket/ email / calls as per your product development plan
Production : Daily Update | Dashboard Status | 24-48 hours reply | Escalation option from Account Manager to Team Leader.
It is important to note that each stage occurs based on payment confirmation.
At times, particularly in the past this has happened when new clients "thought" that they are in product development stage because they had confirmed verbally and in writing but the payment happened after 2 weeks.
However, for us - the clock starts ticking only After the receipt of payment. This is true for product development as well as production POs.