Originally Posted by cwvps
It all depends on the load of work and tickets you have. There is nothing wrong with outsourcing support if it's reliable and prompt.
i never trust outsourced support. in my 11 years as a webhost and a 1 man band i have handle all support myself. even having 6+ support tickets/live chat request open at the same time.
yes it can be hard, but if i did not like the, then i would not have worked at it for 11 years. as long as you prioritise the support correctly then anyone can do it themselves.