You are not into software development, or into any other service provider line. You are not selling things that is physical, or a one time service. You are selling hosting, and for the small amount of money that you collect from each client, you agree to support them for a whole month, or a whole year, or even 3 to 5 years at times. You have servers that is miles away from you, which you cant see physically at will, and the only control that you have got on it is the SSH for Linux and the Remote Desktop for Windows.

No matter you have got a perfect team to monitor the servers round the clock and thru the week, they are all under you, and however binding that their contract is towards your company and clients, it is ultimately your responsibility that the company perform well without any disasters.

Never play music in the office, no matter how relaxing and routine the work is. If someone makes a mistake while programming, he can fix it within a few hours, and if such a thing is done on a live server, it means downtime, or even a major disaster. An accidental deletion of a file could be irreversible.

Never allow anyone to speak or chat unnecessarily during work. Never let anyone browse any other website that is not related to work. It means disaster. Your people should always have work. If there is nothing for them to do, give them work, ask them to check various things on the server. Check sites for malware and stuff. Check the security aspects of the servers. Do things to optimize the server. Schedule defragmentation times and backup times analyzing optimal times for that.

Never let your walk-in clients walk into the support area if you have your commercial center and your backend in one place. And as I always insist, never let your top ranked support staff to talk directly to the clients. Employ people to do that.

And above all, you never take any worry about your server away from your mind. Anything can go wrong anytime. Hardware failure, DOS attacks, overloading scripts, spam from hacked mail accounts, anything can go wrong. Keep on worrying, and it pays you. If you are not in for it, dont come into hosting.