We haven't really seen any problems with this, but just so everyone is aware....
Our office is currently staffed from 9AM - 6PM Central Time Monday through Friday.
You should expect relatively quick ticket responses during this time for standard issues.
There are still a lot of "first time issues" coming up that I have to look at and make a decision in terms of how it needs to be handled and document it for the future. Issues of this nature or complex issues may take a little longer. Over time, these should become fewer and rarely occur.
Outside of these hours, we do have monitoring in place and any system-wise issues will be addressed.
We will be gradually increasing these hours over time as people are trained enough to be alone overnight, etc. There is really no point in having people answer a handful of calls/tickets a night if they don't have the ability to provide any help. From a training and quality control standpoint, it's better in the beginning to have a condensed staff all working at the same time as we develop documentation and procedures while they are learning. Then some of them can be moved around to other shifts and lead their shift with the training. We will eventually be moving to a 24/7 environment just like we have with HostGator.
So if you open tickets, keep in mind that at the current time these are the operating hours that will dictate response times.
