In general I'd agree with the others. From a technical perspective there are reasons some things may take longer or not. And yes some agencies will simply be faster than others (more experience, more understanding of Drupal itself, more technical depth, etc).
However I'd argue that this shouldn't be your issue to worry about. The purpose of a support service is just that, to provide service. It's not your job to know what issues are technically difficult or not. That's the whole point of why you have an agency. They have the technical expertise and should be assessing your change requests, understanding the work and timing involved in fulfilling them, communicating that, and delivering. If this is their business they should have processes in place to provide all this. If they've gotten familiar with your site they should often have a sense from your request whether it will take time to fulfil or not.
If you're purchasing this service from them, it's only fair for both of you to be on the same page about what you're paying and what you're getting. What is the expected time for an initial response? What is the expected time to resolution for routine issues? What is the communication protocol for issues that require more investigation? What is the escalation path for you, if these standards are not being met?
My perspective is, you're agreeing to a deal where you both have expectations from each other (you give them money, they give you service). Both parts of that arrangement deserve equal clarity. If it's not clear to you what service should be delivered, that's akin to them not being clear how much money you'll deliver.
I'd suggest that the next step is to try and escalate with them, sit down and have a conversation about what's not working for you with a senior person there, and move towards getting everyone on the same page around expectations going forwards.
Sorry, not to come off too negative or anything, but communication is important and setting expectations is only fair, and generally really does help everyone involved. :)
Martin Hansen Senior Consultant / R&D Lead 519.725.7875 x2120 | 888.817.3048
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I would agree with Tim. We do a ton of Drupal rescue and see a range of implementation styles. That has gotten us to be very good at sifting through the site looking for ways that something may have been setup out of the norm. And sometimes it takes a lot of hours to untangle things to make them more usable in the long run.
Patience is really needed in a rescue, but so is communications. Although sometimes we just need the time to fix what isn't working and reporting progress would be like speaking a foreign language!
Best of luck!
Dori Kelner, MS | Managing Partner
Sleight-of-Hand Studios LLC
firstname.lastname@example.org | 703.758.7178 | http://www.sohstudios.com
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