(in response to earlier mail; I will not comment on specific customers) We have staff 24x7 on-site. I have a cellphone as primary contact, and have nearly 24x7 response (on-airplanes is the only time I don't have coverage); to my knowledge, when I'm not on-site, there has never been a delay dealing with cellphone reports. We also have 24x7 response on messaging through our ticketing system, with multiple onsite and offsite staff, which is the primary support mechanism.
(Yes, at times you would only have "level 1 and 2" technical staff onsite, but that's actually pretty common for most colo facilities. They're more than capable of the services we offer -- specifically, colo with remote hands for most customers, and fully managed service for those who pay for it; we have special remote management arrangements for the dedicated managed server customers which provide 30 minute max response time from a level 3 tech; if you're a managed customer, without a contract for more than remote hands level support, and want to purchase more advanced support services, it might not be available when you call at 3am local time) If a customer hypothetically calls and wants a complete security analysis done on a server, and doesn't follow the "replace the drives in the working system with new ones, do a restore from snapshot or reinstall, and do anaysis later" option, we're not responsible for any delays. Regardless of which staff are onsite at what times, doing analysis on a downed on-line server is likely to have delays, which is why people tend to elect to restore service ASAP and do analysis later. I'm not actually going to burningman this year, primarily due to low remote access potential; I normally have a laptop and cellphone/802.11b/100baseTX link with at most 15 minutes delay. -- Ryan Lackey [RL7618 RL5931-RIPE] [EMAIL PROTECTED] CTO and Co-founder, HavenCo Ltd. the free world just milliseconds away http://www.havenco.com/ OpenPGP 4096: B8B8 3D95 F940 9760 C64B DE90 07AD BE07 D2E0 301F
