A lot of our competitors are one man shows. Which for very small businesses works out well. When you grow beyond this point a single person just cant be everywhere at once. This is why having a team with a 24/7 help desk, senior engineer and tiers 1-3 support technicians makes all the difference. Now we can adhere to a strict service level agreement (SLA) that guarantees a ticket will be responded to and issue resolved within a certain amount of time.