24/7 Support Coverage

Understanding InterServer’s 24/7 Support Coverage

At InterServer, we are committed to providing reliable support around the clock. To ensure transparency and help you manage expectations regarding response times, we have outlined our staffing levels, holiday schedules, and datacenter dispatch protocols below.

24/7 Technical Support Staffing

Our technical support team operates 24/7/365 to ensure your services remain online and secure. However, staffing levels are strategically adjusted based on historical request volume to maximize efficiency.

• Standard Business Hours (Peak Coverage):
  
  8:00 AM – 6:00 PM EST, Monday – Friday.
  
  This shift maintains the highest concentration of active support agents, aligning with the majority of incoming support requests.
• Second & Third Shifts (Off-Peak):
  
  Evenings, overnights, and weekends.
  
  These shifts remain fully covered to handle monitoring and critical issues but operate with fewer staff members than standard business hours.

Sales & Billing Availability

Unlike our technical support team, the Sales and Billing departments do not operate 24/7. These departments generally follow standard business hours.

However, if you have a sales or billing inquiry outside of standard hours, please do not hesitate to reach out. Our 24/7 technical support staff is often able to answer general questions or resolve basic billing and sales issues. If a matter requires specific authorization, our team will ensure your ticket is queued for the relevant department to address immediately upon their return.

Observed Federal Holidays

InterServer observes standard US Federal Holidays. During these dates, support operates on a schedule similar to our off-peak shifts.

We observe the following holidays:

• New Year’s Day
• Martin Luther King, Jr. Day
• Presidents’ Day
• Memorial Day
• Juneteenth
• Independence Day
• Labor Day
• Columbus Day
• Veterans Day
• Thanksgiving Day
• Christmas Day

Modified Holiday Hours

Please note that staffing is adjusted during major holiday weeks to allow our team time with their families. Anticipate modified holiday hours that follow off-peak support hours during the following periods:

• Thanksgiving Week: Typically covering the days immediately surrounding the holiday.
• Winter Holiday Week: The week spanning from Christmas Day through New Year’s Day.

Technician Dispatch & Data Center Locations

It is important to understand the physical location of our support staff regarding hardware maintenance.

Our support team’s home base is TEB2 (Secaucus, NJ). This is our primary facility where staff is physically present 24/7.

Note for other locations: For any physical work required at datacenters other than TEB2, a technician must be dispatched from the home base. Please factor in potential travel time for physical hardware tickets at these remote locations.

Support During Severe Weather

Living in the Northeast means dealing with the occasional blizzard or hurricane. When the Governor declares a State of Emergency in New Jersey, it often comes with travel restrictions to keep people off the roads and out of harm’s way.

During these declared emergencies, our on-site support operates at a reduced level.

What does this mean for you?

• Server Stability: Our infrastructure is built to handle these events. Power backups and redundant systems keep your data online even if the weather outside is wild.
• Response Times: While we always have staff on-site to monitor the facility, our non-essential support response might be slightly slower than usual. We prioritize critical hardware issues and network stability over routine administrative tasks.
• Safety First: By reducing the number of people required to commute during a storm, we ensure our team stays safe while still maintaining the core services you pay for.