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24 / 7 Support

One of the funny things about reciving internet support on a 24 / 7 basis is the interpretation of it. For instance 24 / 7 support to you might mean that at the very moment you have a problem you can expect someone that will assist you online, but not so. Many times 24 / 7 support means that;

1. Your email will be received and logged. We will then get to it when we can
2. Yes we know the problem, but it does not mean we can fix it right away
3. Yes you can chat with us live, but then we will have to stop fixing the problem to chat with you.

What have been some versions of 24 / 7 support that you have heard?

Support

My line of work involves 24x7 support, and we really do mean it! We have someone physically staffed 24 hours a day 7 days a week, ready to take a call live and work on your problem. Of course, we are supporting mainframe servers, so businesses are usually down or severely impacted when there is a problem. I have been literally called out at 2am on many a occasion (too many for my wife's liking) to assist one of our 3rd shifters who received a call and needed one of the experts. The way our 24x7 works is that the 1st shift people, ie 7am - 7pm, usually get the most training and exposure because they receive the most calls, then 2nd shift, then third. So a third shift person may be knowledgable in a lot of areas but not deep skilled, while a first shift person is more specialized and has very deep skills. This is the 24x7 support system that I am most familiar with, which makes my expectations of other 24x7 support systems very high.

24 / 7 Support Gaming Video & Issues Computer

24/7 support is all in the eyes of who needs support in my cases. Unfortunatly most of my larger client base has access to my personal cell phone as well as my personal home phone numbers. These clients are however my priority customers that are actually the bread and butter of everything that is going on in my region and not just any joe blow with a piece of equipment. But 24/7 support for them is if they have a problem and it is 3 a.m. they are still going to call my house and wake me up if they deem it to be important. Generally if it is not truly important they will wait until a decent hour however I have had my share of 2 and 3 a.m. runs to offices to fix problems that could not justly wait until daylight.