Kaseya Community

24x7 Support - do you provide it?

Posted by LegacyPoster

on Jun 12, 2007 12:24 PM

I was wondering how many MSPs offer 24x7 support these days. If you do, how are you providing it and how often does it get utilized?

Old-fashioned pager/cell phone on your belt all night long?

Rotating pager/cell phone between your staff (with extra pay to cover the inconvenience)?

Staff scheduled for weekend/evening shifts?

Remote/overseas help desk?

We're thinking of offering it but we want to do something rock solid that won't killour staff.

Legacy Forum Name: 24x7 Support - do you provide it?,
Legacy Posted By Username: kentschu

Posted by LegacyPoster

on Jun 12, 2007 6:40 AM

We gave this Heavy Heavy consideration for over a year. In the end, we decided that it was not profitable to offer the service.

Now if you offer your services over several time zones, a longer support time would work well.

We found in our non scientific study that the only people that would really use a service like this were the top 2% jackasses.

I guess another way to answer this question is that when you need a 24/7 solution you will know it.

Gamer-X

Legacy Forum Name: Partner to Partner,
Legacy Posted By Username: Gamer-X

Posted by LegacyPoster

on Jun 12, 2007 12:24 PM

yes, the reason that we haven't offered it is precisely because most of the people that want to use it and the 10% of clients that you DON'T want asclients.

But we're adding some additional medical facilities and other organizations that have evening and weekend hours (and we already have a few clients with those non-standard hours) so we're re-considering our position.

Legacy Forum Name: Partner to Partner,
Legacy Posted By Username: kentschu

How are you providing after-hours emergency support?

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24x7 Support - do you provide it?