"24/7 expert support" is a script reader on a timer

"24/7 expert support" is a script reader on a timer

Myth: "24/7 support means a real engineer always has my back."

24/7 describes the clock, not the competence. Tier-1 chat is measured on handle time and CSAT, not on solving your problem. The fastest path to a good score is a canned reply: clear your cache, check your plugins, here's a docs link. Anything genuinely technical gets "escalated" into a queue with no clock at all.

Why? Real engineers are expensive and don't scale to a $3 plan. Round-the-clock is cheap when the floor is staffed by people who can only copy-paste.

Reality: Always available is not the same as ever useful.