We handle all support calls and tickets in-house. We do not outsource any aspect of our business to a third party call center in India like the majority of "24/7 support" claims you see advertised on the net, everything is handled by our direct employees. Obviously, this has an inherent limitations on coverage based on shifts and support demand. However, we do utilize server monitoring software that sends out SMS alerts to several individuals in case of server or network failures during the off hours. Our official business hours are Monday - Friday 9:00AM through 6:00PM GMT-5 and Saturday-Sunday, 2:00PM through 6:00PM. During these ours our employees are providing customer support by working on support tickets and answering support calls.
Unfortunately, we cannot monitor every specific database or domain we host. In some cases what is perceived as "server down" by customer has nothing to do with the actual server failing. The scope of failure is often limited to a particular process and/or database query that may take longer than usual to execute thus causing timeouts on a particular subset of customer sites while the overall server health is good.