Is your technical support outsourced?
Yes. Our billing and sales tickets are handled in-house, but our technical support (24/7 via phone or email) is handled by an outside tech support company located in Lafayette, Indiana.
At this time majority of the Level 1 staff, who are the one's that answer the phone, are located in their European office, which is located in Zagreb, Croatia. During times of overflow it is not uncommon for their Level 2 staff to assist the Level 1's in answering the phone and the percentage of USA and European staff in Level 2 is pretty even to 50/50 at this time.