I don’t see any connection between Netonline availability and the ability of Network Services people to provide service.
Through my newsagency software company I have oversight of a help desk and it runs rain hail or shine – regardless of whether technology is online or not.
Customer services businesses are about serving your customer. Shutting your doors for half a day does not make sense. Newsagents are being let down here.
I can’t recall this happening prior to Bauer taking over the business.