I hate on-call

[excludingpauli.livejournal.com]

I just got a level 3 escalation from a client (this means they thwarted both of our outsourcing companies).  The call went like this:

Me: "How can I help you?"

Them:  "Our DS3 and backup T1 are down!!!"

Me: "Okay, when did they go down?"  (Our SNMP traps pick it up as I'm saying this)

Them: "Just now! I NEED YOU TO HELP ME!@"

Me: "Okay, what are the status LEDs on the router showing?"

THem: "They're off! The power is out"

SILENCE

Me: "Did you call the electric company?"

..... Ugh, I can't even deal.....

Comments

[alchemon.livejournal.com]

So.... their machines are on a UPS or generator, but their net infrastructure, which it seems is obviously critical to their business, is not.

Morons. *sigh*

They obviously need a lesson in redundancy. I think you'll need to hit them with 2 clue-by-fours at the same time to drive the point home.

[vampireborg.livejournal.com]

I don't know if that'll even work. Jesus god.

[siliconshaman.livejournal.com]

orbital anvils time...

[ptstech.livejournal.com]

FLAMING orbital anvils.

For great justice.

And lulz.

[cthulu-for-pm.livejournal.com]

That is a disturbing icon you have.

[dr-zira.livejournal.com]

No, this is totally true, every time there's a big storm in one of our service areas, there's an email to the T1/Hicap people, saying "please verify that the customer has commercial power", etc...

[jokergirl.livejournal.com]

LOL, you really don't believe those stories are true untill you get the support call, right?

;)

[canray.livejournal.com]

I believed them.

I had to do IT throughout High School when the Internet just became available to the common person.

That included teachers who refused to believe one of the students knew more than he did about anything...

[anthalus.livejournal.com]

THem: "They're off! The power is out"

Me: "I'm sorry I am going to have to transfer your call to someone higher up the chain than myself. Please hold for god."

brrrzap!

[coyoteden.livejournal.com]

That's OK, where I work, IT support has been called and yelled at more than once to fix downed power lines.