So The Client has facilities all over the world. For the purposes of obfuscation, we'll just say the one in question here is in Europe. Sites like the ones in Europe or elsewhere in the world fall under a different domain on our networks, and as such, us here at the Mothership in the U.S. don't have access to them.
Guy calls up ITSD because a server at [Europe Site A] is down or not responding. He wants it reset. My CW "Mac" takes the call and after conferring with the managers, it is eventually relayed to Caller that, as he's located in Europe, we don't have access to those servers to do anything with them, and he needs to call tech support for his site.
Caller doesn't want to do this. It's 1am where he is in Europe, and "I don't wanna wake them up." Never mind that this is entirely the point of on-call after-hours support, he doesn't want to call them.
We route the ticket out to ESA's support queue, but he calls back at least two more times (getting me on call #3), wanting to know what the status is.
By the time I come in on this, the managers have told us that if he doesn't want to call ESA's techs, the only other option available for him is to call the tech support guys for [Europe Site B]. Mac relays this to me as I'm on the phone with the guy, and I relay it to him.
Caller doesn't want the number for ESB, because "I don't think they're 24/7" and he doesn't want to wake the guys up. I end up having to repeatedly state "We've tried pinging or paging the support team for your site, but we haven't been successful. There is nothing else we can do."
At one point, he actually comes out and asks, "Would there be anyone out at [Asia Site C] by this point?" I flat out tell him, "Even if there is, they don't have access to do anything with the servers at your location, sir."
Eventually, he hangs up, and the night continues. Then Mac gets a response from the tech support guys out at ESA. Turns out the issue with the server that the caller was reporting?
It was all due to routine weekly maintenance.
If the guy had been a little more patient, it would have come back up on its own and no one would have needed to get called in.
Guy calls up ITSD because a server at [Europe Site A] is down or not responding. He wants it reset. My CW "Mac" takes the call and after conferring with the managers, it is eventually relayed to Caller that, as he's located in Europe, we don't have access to those servers to do anything with them, and he needs to call tech support for his site.
Caller doesn't want to do this. It's 1am where he is in Europe, and "I don't wanna wake them up." Never mind that this is entirely the point of on-call after-hours support, he doesn't want to call them.
We route the ticket out to ESA's support queue, but he calls back at least two more times (getting me on call #3), wanting to know what the status is.
By the time I come in on this, the managers have told us that if he doesn't want to call ESA's techs, the only other option available for him is to call the tech support guys for [Europe Site B]. Mac relays this to me as I'm on the phone with the guy, and I relay it to him.
Caller doesn't want the number for ESB, because "I don't think they're 24/7" and he doesn't want to wake the guys up. I end up having to repeatedly state "We've tried pinging or paging the support team for your site, but we haven't been successful. There is nothing else we can do."
At one point, he actually comes out and asks, "Would there be anyone out at [Asia Site C] by this point?" I flat out tell him, "Even if there is, they don't have access to do anything with the servers at your location, sir."
Eventually, he hangs up, and the night continues. Then Mac gets a response from the tech support guys out at ESA. Turns out the issue with the server that the caller was reporting?
It was all due to routine weekly maintenance.
If the guy had been a little more patient, it would have come back up on its own and no one would have needed to get called in.
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