It seems logical that you do, because you really don’t know when your clients are working. This is especially true when your clients are small businesses, and the owners are engaged at all hours in their work. And there’s a lot of businesses that never sleep — healthcare and not to mention RMMs that can send you an alert at any time of day or night.
There is certainly a case to be made that 24/7 is not a requirement, especially for a Help Desk. Most calls come in during business hours, and the majority in the morning. To an extent, this reflects that businesses are acculturated to simply dealing with their Help Desk issues during normal business hours, so if that’s what SMBs want, then it begs the question as to if the incremental costs associated with 24/7 Help Desk coverage are worth the incremental gains?
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