(no subject)

[gilmoure.livejournal.com]

Heh, had a user call in this morning, asking about status of ticket she'd called in earlier. I looked it up and, due to the fact that I'm temporally challenged (and couldn't conceive of a caller being this impatient), thought the ticket was from the day before. Normally, customers should get a call back from a tech within 4 hours, scheduling visit. After a few minutes with ticket, and coffee kicking in, I figured out that customer had called in ticket 23 minutes earlier. WTF!???

I explained that even high priority tickets have a two hour max response time. She demanded high priority. I explained that she'd have to justify her request in writing and be prepared to pay $125/hr charge for this. She backed down and I noted on ticket that customer's underwear was in a knot in the ticket.

Now, this customer is at our CA shop and their response time out there can actually run to days and I usually try to get hold of someone on the phone to expedite things but before I went to the trouble of bothering someone who'd just got in over there, I looked up the customer in corporate directory. Turns out she was a summer intern. And not even a grad or post doc but a fucking under grad! Geez Louize, this chick was full of herself. Once I found that out, I really annotated ticket about how uptight college chippy was wound. Knowing the tech shop out there, she'll be lucky to see anyone before Monday.

Comments

[jecook]

Heh.

At the place I'm at now, we have written SLA for our "customers" - the people who use the systems we support. They range from 1 hour (level 1, aka "OMG we are hard down and in deep shit, we need this fixed RIGHT FUCKING NOW!!!") to 2 weeks (level 5, scheduled upgrades) Obviously, level ones are for server/network down emergencys.

most of our work falls right in the middle, level 3, which is something like a 1 shift response time or something.

[the-s-guy.livejournal.com]

We used a system similar to this for many years, until upper management found out about it and started screwing around with our procedures so that they could demand everything and its dog be a priority 1.

Thus we have our current situation, where a meteor strike on the central mainframe cluster has the same priority as the CEO wanting to know how to change colors on his Windows desktop.

[jecook]

I'm pretty sure that upper management won't screw with it here, as that sort of emergency basically shuts down the torrent of incoming money.

More I cannot say in public. :smirk:

[jarad.livejournal.com]

Heh... you think that's bad? I have customers that will phone in 30 seconds after clicking 'Send' and before it's even had time to register on the ticket system.

[bassgirl.livejournal.com]

And my people call first, and "forget" to log a ticket completely. I'm an in-house tech for a large call center and I cover evenings and part of the weekend(alone, another concept they don't understand when I'm already busy). It's astounding what people get their knickers in a knot about, and in the 45 seconds it takes me to cross the center they've managed to wander off to get a cup of coffee...

[major-error.livejournal.com]

And people think it's the politicians who run the world....

Thus the phrase, "Have you been nice to your support rep today?" takes on a whole new level of meaning ;)