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S4 Hosting

Active member
A company offering 24/7 support DOES NOT mean they have a live support person available, it just means they have a support medium available 24/7. This can be a FAQ/Knowledgebase, video tutorials etc. which can be accessed 24/7.

I don't agree. If I, and I would imagine 99% of people, see something that says 24/7 support then they expect somebody to be contactable to answer support queries at any time of the day.

Of course a knowledge base or documentation is there 24/7 unless a company switches off their website at night, but that is not what '24/7 support' means.

As an aside, I really hate it when someone advertises 24/7 live chat and then you click the button and it says that support is 'not currently online'. It's fine not to have support that is contactable at all hours, but then don't advertise that you do.
 

easyhostmedia

Well-known member
I don't agree. If I, and I would imagine 99% of people, see something that says 24/7 support then they expect somebody to be contactable to answer support queries at any time of the day.

Of course a knowledge base or documentation is there 24/7 unless a company switches off their website at night, but that is not what '24/7 support' means.

As an aside, I really hate it when someone advertises 24/7 live chat and then you click the button and it says that support is 'not currently online'. It's fine not to have support that is contactable at all hours, but then don't advertise that you do.
But in the eyes of law 24/7 support only means you have a support option available 24/7, while 24/7 live support means you have an instant reply to support questions.
yes I hate it when a company say they have 24/7 live support and it is offline, worse though is when you click a live chat link at 10 am and it states live chat available 8am until 8pm and all you get is 'live chat unavailable' and then says visit our facebook page and leave a message for an instant reply and then it takes them 3 + days to reply
 
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