As a company specializing in outsourced support, we keep track of ticket flow trends. A metric that often attracts special attention of web hosts is the volume of tickets generated in non-business-hours. A concern sometimes posted by new web hosts is the necessity of a full 24/7 hosting support. Is it really required? Can't the tickets wait till morning when the staff gets back to office?
The answer in short is, you DO need a 24/7 hosting support desk, and here is why.