I saw this thread over at Entrepreneur Fix. My response was I typically do not offer technical support over the phone. I prefer support requests to come through our trouble-ticket reporting system or via email. Primarily, it provides both our customer support team, and the client an audit trail of communications. Besides that, if the issue is rather serious, I don't want the client on the phone for an issue that may take 30 minutes to resolve. It allows us to focus on fixing problems brought to our attention in a timely manner. Also, having an audit trail allows me to review the performance of my employees. Is it necessary? In my experiences, no. I typically open tickets most of the time anyway. It also allows me a tangible response too. What are your thoughts? Do you offer phone support?