Last weekend we handled seventy support calls. This is in line with our usual weekend call load. Most calls do not relate to problems with our software, they are more about how they can do something they are not familiar with such as reprinting statements if their printer jammed.
Around a third of calls on some weekends are calls which should go to a product supplier, usually a magazine distributor, but they come to us because the supplier does not work on the weekend. We are happy to help on these calls if we can.
Our weekend support coverage is full service on Saturday since we have a team working from our National Help Desk. On Sunday it is mobile phone based.
The investment we make in support infrastructure for weekends is considerable. It is necessary, however, if we are to be true to the commitment we make in our sales pitch.