• 24/7 Support Availablity
  Infobytes has various and different staff members working for you 24/7.  That means, support is available to you 24 hours a day.  Granted, most don't need support at 3 AM.  But, on a rare occurance, it's nice to know it's available to you.
• Frequently,staff gets re-assigned to different projects. 
  Occasionally it's so intense, that we take a staff member off of the support cue--primarily because his or her unique skills must be focused entirely on a given project.  If a client snags the e-mail or direct contact information for a programmer or artist--and then contacts them directly--the client might suffer a response delay because the person is completely engaged in a project and isn't even on the support cue. 
  
  We love to help people and if a client enjoys working directly with one person only, please let us know, so we can adjust our support systems accordingly.
• Reporting, Documentation, and Records
  Using the support system keeps an ongoing record and documentation of everything that has transpired on a given issue.  That way, if the person you were working is out or pulled away to another task, anyone else can quickly review what has been happening and pick up the ball and run with it.
• Track items for billing
  It's an easy way to track all extras for clients and bill them accordingly.

Please note, on all support items, we try to respond within 24-48 hours.  If it is an emergency, such as my site is down, then it's much faster.  In fact, a phone call directly to Loretta's cell phone is warranted if the site is down.
 
It  works like a charm for all parties involved--when it's used as it is intended.  Remember, the log in is right on the side of the main infobytes.com page