Some small businesses experienced first-hand a challenge dealing with an offshore cloud software company last week when the US just about shutdown for the Thanksgiving weekend. Customer service was being operated with skeleton staff which businesses here in Australia were operating as usual.
This is a problem for cloud software businesses operating globally. They need to serve their customers when they need them. Closing for what is a local holiday is not appropriate.
At Tower Systems we offer national coverage to our Point of Sale software despite local holiday timings. We use our nationally based resources, bringing interstate offices into play when we have a holiday affecting our national help desk office. This way, our customers have access to service when they need it without being impacted by a public holiday schedule.
Customer service 101 is to provide customers with access to service when they need it.