Alacra now provides 24x5 customer support. Sunday through Thursday nights, the New York office is covered from 5:00 PM until 1:00 AM and then we hand off to London where someone is in the office by 6:00 AM. Our weekend coverage will continue to be from 9:00 AM in London until 5:00 PM in New York.
Why the expanded hours? Many of our larger customers have research operations in India and we felt we needed to provide the same level of support for all customers regardless of location. We also have an increasing number of customers in Asia and Australia, and many people on the west coast work past 8:00PM New York time, when our late night coverage used to end.
We typically get very high marks for our customer support; now all our customers can communicate with us by phone or email wherever they might be working.