<b>24/7 support that can't do anything at 3am</b>
Myth: "Award-winning 24/7 support, real humans."
Real humans, scripted answers. Tier-one's job at scale is deflection: clear cache, check your plugins, "have you tried a different browser." Anything requiring a sysadmin gets queued for a daytime tier you can't reach directly.
The 24/7 is technically true and operationally useless — the chat is staffed around the clock, the <i>expertise</i> isn't.
Follow the money: 24/7 chat is cheap (offshore, scripted, high-volume). Senior engineers are expensive, so they're rationed behind a ticket queue you can't escalate.
Reality: "24/7 support" measures hours the chat box is open, not whether anyone there can fix your server.
Hosting Heresy
@HostingHeresy
<b>24/7 support that can't do anything at 3am</b>
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