Dear HD,

I understand that every hosting company is different it its aspect of support. If you are a budget hosts you are likely to have less support and business solutions are most likely to have dedicated lines. This is all making a personal assumption. I know, that some companies are different as for budget hosts providing excellent support.

The question is how many individuals do you have to cover support at 12:00 am to 8:59 am, 9:00 am - 4:59 pm, 5:00 pm - 11:9 pm. These are estimates I am just curious to when is support the most important and when are the key assets of your support team available.

I don't think you can really ask this question fairly.

If a company is in India but most of their clients are from the US their support hours are going to peak at different times than if a Canadian company had the same type of client base.
We are from Eastern Canada and for some reason the majority of our clients are from the West Coast of both Canada and the US so our support is more concentrated later in the evening because of the 4 hour time difference.

Blue,

What would be a better way to phrase the question in your opinion to make it far and to bring some useful knowledge out of it?

you dont need a big staff. you need a knowledgeable staff that can resolve issues fast, happy customers, low staff budget, happy you.

Not sure that I can agree with that. I'd rather hire 10 average people at $10 / hour than one know it all at $100/hour.

I'm not so sure about that either. Sometimes you need a man with real knowledge to solve a difficult issue.

I've hired experienced, qualified, knowledgeable techs for $1.25/ticket. Money isn't the big thing when hiring support people. All my staff are based in the United States, and it's just playing with time zones to get everyone on a comfortable shift. I have 24/7 tech support with all U.S. techs, and it doesn't burst my budget. Even new/budget hosts can do it with a low amount of financial resources.

May i ask where you find these types of technicians?

We're a South African based company, though we have a server in the states, and we're looking @ expanding our business.

How would it work if I get someone from "outside" to support our clients? Would it work if I setup something Cerberus / Kayako and they logon from their office to do the support - when it comes in?

Yes it is possible we work for many of our clients the same way.

I was using Cerberus for 3 years. Just before 2 weeks switched to SupportCenter so far I'm very satisfied. taka a look...

Hey Think Support - how come your ticket packages are "100 tickets per month". How can you charge per ticket and per month?

I've only ever seen per month/per server/ and per ticket prices anywhere else.

100% agree, i see lot of hosting companies has support staff who has no clue abt wot their doin, when you ask a Q from them, they practically answer something else lolz, so if you can have at least 2-3 people with good konwledge that's more than enough

You might be able to get away with this for a while, but if you ever experience a serious problem and none of these guys know how to solve it, it might do serious damage to your companies reputation if you cannot find someone to solve things quickly.

Hello,

We used to work for 24x7x365.we do provide the service with Live chat , phone support and ticket support.Pure webhosting solutions.

Well we have a ticket system that, sends a email to our support email address, then it is picked up by a blackberry

John