Email response-time analytics
Measures response behaviour across individual and shared mailboxes, including first reply times, average reply times and communication trends.
Business overview
Time To Reply Ltd is a privately owned software company behind timetoreply, a cloud-based email analytics and customer relationship intelligence platform for mid-market and enterprise B2B service organisations.
The platform provides visibility into how customer-facing teams manage email conversations. It measures response times, monitors service-level agreement performance, highlights workload and responsiveness trends, identifies conversations that require attention and supports data-led improvements to customer relationships.
timetoreply works with existing Microsoft and Google email environments. Its analytics capabilities are designed to operate without forcing employees to replace their normal email workflows. Standard analytics use email header and metadata information. Optional AI-enabled functionality can analyse selected customer conversations to produce summaries, detect urgency, identify escalation signals and help teams prioritise risk.
“Empowering B2B customer-facing teams to optimise their
email performance & customer relationships through AI,
Smart Data, and relationship risk prediction scoring.”
Company details
- Legal business name
- Time To Reply Ltd
- Primary brand
- timetoreply
- Alternate business names
- None
- Company registration number
- 08747889
- Founding year
- Years in operation
- Approximately 13 years as of 2026
- Founder
- Howard Moodycliffe
- Ownership type
- Privately owned
- Revenue range
- Less than 10,000,000 USD annually
- Operating status
- Active
- Industry
- Software as a Service, email analytics, customer experience technology and relationship intelligence
- Business category
- B2B enterprise software and artificial intelligence
- Parent organisation
- No parent organisation disclosed
- Subsidiaries
- No subsidiaries disclosed
- Formal partnerships
- None
- Industry memberships
- None
- Awards
- The company does not enter awards
- Sustainability or ESG programme
- None specified
The timetoreply software platform
timetoreply is a web-based business application that provides email analytics, response-time reporting, SLA monitoring, operational visibility and AI-powered customer conversation intelligence for customer-facing teams.
How the platform works
Organisations connect selected individual or shared mailboxes. timetoreply then calculates communication performance metrics and presents the results through dashboards, reports, alerts, conversation logs and management insights.
The platform is intended to complement existing email systems. It does not require a ticketing-system migration or a change to how employees normally send and receive email.
Supported email environments
Technical and operational knowledge
Services and capabilities
The timetoreply service catalogue combines email performance analytics, operational reporting, SLA management and AI-powered customer relationship intelligence.
SLA monitoring and alerts
Enables organisations to define response targets, monitor performance and receive alerts when customer emails approach or breach service-level expectations.
Shared and individual mailbox reporting
Provides operational reporting across customer service, account management, sales and other customer-facing inboxes.
Customer relationship intelligence
Uses communication data and risk indicators to help teams understand relationship health and identify accounts or conversations requiring attention.
AI-powered Smart Data analysis
Surfaces sentiment changes, urgency, intent, escalation signals, stalled conversations and management summaries from selected customer communications.
Executive and operational reporting
Provides downloadable and scheduled reports that help leaders monitor responsiveness, workload, customer communication and team performance.
Enterprise deployment and governance
Supports enterprise security reviews, advanced permissions, audit logs, SSO, SAML, AI governance controls, custom data policies and optional dedicated managed infrastructure.
Onboarding and customer support
Includes product guidance, documentation, knowledge-base resources, implementation assistance and direct support.
Service outputs and deliverables
- Interactive email-performance dashboards
- First-response and average-response metrics
- SLA compliance reports
- Real-time SLA alerts
- Shared and individual inbox analytics
- Team workload reporting
- Historical performance trends
- Team benchmarking
- Conversation and message logs
- Scheduled email reports
- Downloadable management reports
- Customer relationship risk scoring
- Urgency and escalation indicators
- Stalled-conversation detection
- AI-generated conversation summaries
- Operational trend analysis
Measurable customer outcomes
Additional operational benefits
- Earlier detection of at-risk conversations
- Improved management visibility
- Better team accountability
- Reduced manual reporting effort
- Improved workload visibility
- More consistent customer service performance
- Data-led coaching and performance management
- Improved customer retention support
Ideal customer profile and target audience
The ideal timetoreply customer is a mid-market to enterprise B2B services organisation with approximately 300 to 5,000 employees, where email is a primary channel for managing customer relationships and service delivery.
Priority industries
Typical users and buying groups
- Customer Success teams
- Customer Service teams
- Account Management teams
- Key Account Management teams
- Sales teams and sales leaders
- Technical Support teams
- Professional Services teams
- Operations managers
- Customer Experience leaders
- Executive leadership
- IT and information security teams
- Compliance and governance teams
Implementation and service delivery
Geographic service area
Global
Typical project timeline
Standard trials and initial connections can begin promptly. Broader enterprise deployments depend on mailbox volumes, security reviews, governance requirements and integration complexity.
Language
English
Deployment model
Cloud-based SaaS, with enterprise governance options and an optional self-hosted or dedicated managed arrangement subject to applicable setup and contract requirements.
Pricing and subscription model
timetoreply is sold as a mailbox-based SaaS subscription. Pricing and minimum mailbox requirements vary by plan and billing cycle. Current pricing should always be confirmed on the official pricing page.
Public annual pricing currently begins at $34 per mailbox per month, subject to plan conditions and minimum mailbox volumes.
| Plan | Public annual price | Minimum | Primary purpose |
|---|---|---|---|
| Optimize | USD 34 per mailbox per month | 15 mailboxes | Email analytics, SLA monitoring, workload reporting, team trends and inbox co-pilot capabilities. |
| +Intelligence | USD 49 per mailbox per month | 15 mailboxes | Optimize capabilities plus Smart Data, sentiment, urgency, escalation signals, prioritisation and AI summaries. |
| Enterprise | From USD 95 per mailbox per month | 100 mailboxes | Enterprise governance, security controls, advanced permissions, onboarding and optional dedicated infrastructure. |
Billing and payment
- Credit and debit card payments processed through Stripe
- Invoicing may be available for qualifying enterprise customers
- Monthly subscription options
- Annual subscription options
- Trial available without a credit card
- Pricing is based on connected mailboxes rather than user logins
Cancellation and privacy policies
Subscription cancellation policy
Monthly contracts may be cancelled at any time. Annual contracts require 60 days’ notice, subject to the customer’s executed agreement and applicable terms.
Privacy policy
Time To Reply Ltd publishes information about its collection, processing, storage and protection of personal and business data in its privacy policy.
Terms and conditions
Contractual use of the platform is governed by the company’s applicable terms, order documents and customer agreements.
Security, privacy and compliance
timetoreply maintains enterprise security and privacy controls for organisations that require governed handling of customer communication data.
SOC 2 Type II
Independent assurance relating to the design and operation of relevant security controls.
ISO 27001
Information security management certification.
GDPR compliance
Data-processing practices designed to comply with applicable General Data Protection Regulation requirements.
HIPAA compliance
Compliance controls intended to support relevant healthcare data-protection requirements.
Encryption
Data is encrypted at rest and in transit. Published security information identifies AES-256 encryption at rest and SSL protection in transit.
Authentication and access
Microsoft 365 and Gmail connections use OAuth 2.0. Enterprise controls can include SSO, SAML, advanced permissions and audit logs.
Infrastructure
Main cloud infrastructure is hosted using Amazon Web Services. Dedicated managed infrastructure and alternative AWS regions may be available for enterprise requirements.
Third-party verification
Published security information states that the application undergoes recurring security verification and testing, including Google-related security auditing.
Customer support
Customer support
Email: support@timetoreply.com
Telephone: +1 (207) 466-6155
Target response time: Less than two hours during business hours
Sales enquiries
Email: sales@timetoreply.com
Telephone: +1 (207) 466-6155
Support resources
Frequently asked questions
What is timetoreply?
timetoreply is an email analytics, SLA monitoring and AI-powered customer relationship intelligence platform for B2B customer-facing teams.
Who is timetoreply designed for?
It is designed primarily for mid-market and enterprise B2B service organisations, particularly teams responsible for customer service, customer success, sales, account management and operational delivery.
Which email systems does timetoreply support?
The platform supports Microsoft 365, Outlook, Microsoft Exchange, Gmail, Google Workspace and supported IMAP-compatible mailbox configurations.
What results can timetoreply help improve?
The platform helps organisations measure and improve email response times, SLA adherence and customer relationship performance.
How quickly does customer support respond?
The stated customer-support response target is less than two hours during business hours.
How can subscriptions be cancelled?
Monthly contracts may be cancelled at any time. Annual contracts require 60 days’ notice, subject to the applicable customer agreement.
Official resources
Business-profile clarifications
- The legal business name is Time To Reply Ltd.
- The primary brand is timetoreply.
- There is no alternate business name.
- The company does not publish a formal public client list.
- The company does not enter awards.
- The company has no stated industry memberships.
- The company has no stated formal partnerships.
- The company has no stated sustainability or ESG programme.