On the HPE side I support three accounts. One is US-Support only so all of the team is spread around the United States. The other two accounts rely primarily on offshore support. Both are in Inida.
First off, my customers are in the United States, so they expect to be supported during working hours. If a problem happens, they can't wait 12 hours till the L3s in India come on shift. The L1s on their mid shift is what is available during the customers' buisness hours. Fortunately I'm a technical L3 so when something happens during the day, it's me that they call for 911 support.
Then I'm told by my manager that I'm supposed to let the Inidians take care of it, because I'm putting too many hours in Compass that they have to charge the customer at my pay rate, rather than the Indians.
Also, the India groups support up to 20 customers. So my accounts I get a time-slice of their support, since I'm just one voice in the crowd. That means CRs take two or three days to get created, and Service Manager is a bitch even if you actually are good at using it. Tasks are never closed by the Indians, I have to give them the weekend schedules on a Wednesday, so they can get the people lined up for the weekend but the Customer doesn't approve the changes till a Thursday in the US
All this leads to a lot of pissed-off people on the customer end because the Indians don't like to communicate really well. They don't call into the customer change meeting bridges because there its the middle of the night and then they don't let the customer know if there is a problem on weekends. They rely on email to me and I don't sit on my computer all weekend since they don't seem to know what a telephone is or how to use it to call me if there is a problem. So things sit for hours and I get pissed off customers.
The joys of outsourcing 90% of HPE