Found my site down yesterday morning. Saw on their network status page, that their web server was down. But had to wait till midnight in Oz to talk to someone in the U.S. as their office hours are 9-6. Their servers had since been fixed but apparently they hadn't moved the files for the CG site back to the public directory or something like that. So luckily it was a quick fix once I got to speak to someone. I guess technology can break down at any time, not just during office hours.
So for seamless, reliable customer service, I.T. service providers should ideally have back-up systems ready to go, and emergency personnel that can be on call all hours, or have support available 24hrs in-house if they're in this type of virtual, hardware business.
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