I think the only real reason to offer 24 hour support is to cover all time zones that you may have people in. I know of a few dedicateds we have for clients over in Europe and when I am asleep they are waking up so unless you service clients in your time zone only it is pretty important to have people on 24 hours a day and to have other staff.
from what I have seen the night time is when most people submit tickets anyway (at least for dedicateds) these are the people trying to start a company and they work a normal job during the day, so they come home and work on their system late into the night, if someone is not here to support them it could be a waste of their night
the other reason to have 24 hour staff is sanity, I use to stay awake until 4am and then get up at 8am everyday......that was stupid, now I work a normal shift and I am far happier
from what I have seen the night time is when most people submit tickets anyway (at least for dedicateds) these are the people trying to start a company and they work a normal job during the day, so they come home and work on their system late into the night, if someone is not here to support them it could be a waste of their night
the other reason to have 24 hour staff is sanity, I use to stay awake until 4am and then get up at 8am everyday......that was stupid, now I work a normal shift and I am far happier