I was the on-call tech in IT support at a datacenter administering to small and midsize businesses. One of our clients called to say she was having issues with a remote desktop connection to a server accessing one of their most critical applications.
After attempting to troubleshoot it for about a half-hour, I decided to call the software vendor to ask for assistance. The team gave me the usual spiel: “We have a tech that can help, but it will be about a half hour, maybe an hour before they can get back to you.” I said it was fine as long as they knew we needed assistance as soon as possible.
Surprisingly enough, they were good to their word and called me about 45 minutes later. They assisted me with basic troubleshooting for their software (which I had covered myself minus a couple of small details).
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