Our greatest glory is not in never falling, but in rising every time we fall - Confucius
Ans:The shared support is provided from a pool of admins. Each admin undergoes training for the policies and systems of all shared clients , with whom their team is supposed to work. We always ensure that the time zone of the clients an admin handles at a time are different. This reduces the chance of busy helpdesk for both clients at the same time. Besides admins so that one can step into help a busy peer.
