Originally Posted by jkateega
If for example a server is down or compromised, regardless of who raises it I think support should pick it up and go to work immediately
This is why any host should have their client management system (WHMCS/Hostbill/CE etc.) on a separate server to that of clients accounts, so if the server goes down then clients can still contact you and visa versa.
the thing with live chat and emails is as i stated earlier you have no idea if it is actually the client you are communicating with, so support tickets from their clientarea means they need to be logged in to contact you, so then you are covered for any mishaps like the client saying i never contacted you to do anything related to my account. if its from their client area then they takes responsibility, but with live chat/email they cant as you have no way of saying it was them contacting you