24/7 Live Help

[serversolutions]

is there anything such as 24/7 tech support?


if i wanted my company to be 24/7 what will they need?

[blue27]

Enough staff to run your support center 24 hours a day, seven days a week.

Minimum of 6 staff members.

[datums]

You could also look to outsource the support, so that you have a company that will answer all support calls. It might also be cheaper.

[tranz]

You can set the phone to ring loudly and just wake you up. Very cost effective if your just starting out.

[fsm]

We honestly offer 24/7/365 support and it is very helpful if you are going to market your business that way. If you are going to offer it live up to it, thats all we have to say. A thing that bugs clients and soon to be clients is that you offer it and don't back it up. They will complain left and right and night and day.

[beley]

You don't need 6 people for 24/7 technical support even if you have phone support. We offer 24/7 online technical support. Tickets are sent to pagers for whoever is on call that night. Even if they are asleep it will wake them up and they will look into the ticket online. If the ticket is urgent it will be handled immediately.

Non-urgent requests are scheduled for first thing in the morning (around 7 EST). We do not offer 24/7 phone support, that just doesn't make sense to me. I have people call our toll-free number and I usually answer it but I explain that I will not handle support requests via telephone and that someone may not always be available to answer the phone after business hours.

I'm still routing the calls to my phone wherever I am just because I can but there will come a time when I won't be answering any phones at 3 am. Since I have a 4 week old daughter I think that time is coming pretty soon (as soon as she starts sleeping through the night :))

[Toolz]

You can set the phone to ring loudly and just wake you up. Very cost effective if your just starting out.
Yes, especially if you've gone to bed - as opposed to just being at the office or reading the forums.

[newtsys]

we offer true 24/7 support. It's hard to do but we give it to the best of our ability. when I am at my day job or my partner is at his day job, we forward the toll=free lines to our cellular phones, plus when a support email or ticket is filled out it sends us a SMS to let us know. Generally I am not more than 30 feet from a computer 24/7 except when at the store or movies but always have some way for clients to reach me or my biz partner.

We went round and round about toll free tele support 24/7 but because I have first hand eperience as a customer, that when I want something fixed I want it fixed ASAP, and so I pass that on to my clients.....if they want something done I do it in the order it was received....even if that means waking up at 2am to fix FP extensions or show someone how to add features through their CP.

[fsm]

Originally posted by newtsys:
we offer true 24/7 support. It's hard to do but we give it to the best of our ability. when I am at my day job or my partner is at his day job, we forward the toll=free lines to our cellular phones, plus when a support email or ticket is filled out it sends us a SMS to let us know. Generally I am not more than 30 feet from a computer 24/7 except when at the store or movies but always have some way for clients to reach me or my biz partner.



Do you mind if I ask is it just you two who offer the 24/7 support?

[newtsys]

dont mind you asking at all....no it is not just the 2 of us that answer or offer the support... we have a total of 5 support persons. Each person has an area or 2 of expertise that are responsable for their areas.

Myself and business partner however do handle most of the support as we are the ones that built the systems, installed the software and know just about every aspect of our network. As we are a pretty small start-up (less than a year in actual public hosting) it is just easier that way for all involved if we keep it simple :)

[fsm]

Very well, that is about the same with us. Around Six Techs who are around 24/7 not all at the same time but we all overlap eachother. We also have two operators. Since we have a few depts of business the phone lines are pretty complicated.

As your aspect of inhouse software. I agree it is much easier for you to handel it yourself cause you are the ones who created it and know the ins and outs about it.

Best of luck in the Hosting world :)

FSM

[newtsys]

Originally posted by fsm:
Best of luck in the Hosting world :)

FSM

Thank-you... yeah Hosting publically wasnt in the plans at first..we mainly did it to host my other business and personal site because I was fed up with the hosts that I had chosen in the past, then it kind of went from there with other people asking us to host them.......... I will say this, it has been a challenge with the market so saturated with 1 dollar a month, unlimited this and that hosts, that it seems a lot of people are turned off of hosts in general, the old addage "one spoiled apple spoils the whole barrel" but then again, if there are more hosts that offer quality service than it will only go to prove to those that have been burned that they shouldnt judge all hosts on the actions of a few.