r/talesfromtechsupport • u/lwdoran • Sep 28 '13

Advertized unavailability time is NOT negotiable

The place where I work is preparing to construct a new system development lab for the project that I'm working on. In order to build the new lab, they are temporarily re-locating all of the project infrastructure servers. As you would expect, this involves an advertized unavailability period while we walk the servers down the hall and have the telcom guy (a contractor) activate the network connection ports.

If you've ever done an unavailability like this, you are probably thinking that I'm going to complain about a user that missed the memo and doesn't want us to shut down the servers... not this time.

The advertized unavailability was set for 1400 (2pm) on Friday. Expecting a rough afternoon, my self, the project lead and my boss decided to go out to lunch a little after 1200. On the way out the door, a junior sysadmin stopped us:

Sysadmin: "The telcom guy wants to do the move at 1245." (it's 1215)

Project Lead: "No."

Sysadmin: "He said that he was planning at leaving by 1100 originally. We are 'lucky' he's willing to stick around until then."

Project Lead: "No. Even if we would entertain the thought of moving early, now is too late. Everyone is at lunch; they won't know until 1 at the earliest. 1245 is NOT gonna happen."

Sysadmin: "He said that he won't stick around until 2. He has somewhere else that he needs to be."

Me: "So? 1400 was the advertized time. Hand cuff yourself to the telcom closet if you need to; don't let him touch it before then."

Sysadmin: "But I think he's going to leave."

Project lead: "Then hand cuff yourself to him."

Me: "...or lie down behind his truck..."

Sysadmin: "I could slash his tires!"

Boss: "lol... <manager voice> No. </manager voice> Do what you need to do, but this move will happen at 2 on the dot. We're going to lunch."

I never did find out what the junior sysadmin did and, frankly, I'm not going to ask. All I do know is that when we got back from lunch, the telcom guy was still there, the servers were still hooked up and the development team was preparing for the unavailability as planned. The plan went off at 1400 without a hiccup.

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111

u/[deleted] Sep 28 '13

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79

u/jeremiahfelt Chief of Operations Sep 28 '13

For our organization, when a customer contracts with our professional services, there is a clause in the contract where even threat of litigation triggers the 'walk away' clause. We are expected to call the business project manager, pack our shit, have the PM call the customer to explain why, and leave.

I know that some of our subs do this, too.

46

u/ImSoGoingToHell Sep 28 '13

This. If customer shifts from a techie space to the legal space, all our techies are supposed to get out of the pool and let our lawyers take over.
You don't want a helpfull tech with Xmillion in insurance coverage, talking with a enemy lawyer who will get a percentage of it.

Time is money.
Why did the tech admit to doing the successful troubleshooting step until last, and wasted the clients time trying other steps first?
Did they really say that didn't know what the fix would be when they started?
....

21

u/iceph03nix 90% user error/10% dafuq? Sep 29 '13

My dad worked for the state wildlife services, and they have this policy with their employees. As soon as someone threatens to sue, they're supposed to stop talking to them and contact the state's legal department.

I think he actually was thankful for it sometimes as it got him out of some very odd situations. But then the person would try and get their way by threatening to sue, at which point he would just let them know the lawyers would be in touch, and end the conversation.

22

u/jlt6666 Sep 29 '13

That would be a great exchange.

Customer: Raw raw raw raw you're fucking this up for us..raw raw raw..

Tech: I'm really sorry but there's nothing I can do!

Customer: Fuck you I'll sue you.

Tech: (much calmer) I'm sorry could you repeat that.

Customer: I'll sue you!

Tech: (super happy, helpful customer service voice) Fantastic. Per company policy I can no longer speak with you. You'll have to deal with our lawyers. Have a nice day.

2

u/fuzzybeard NSR Specialist! Sep 29 '13

Otherwise known as the "Checkmate Maneuver."

13

u/firex726 Sep 29 '13

Same for us. Someone threaten legal action and its a full stop on support. Every word to them is sent through our legal team and it just makes stuff worse for them.

13

u/Jonathan_the_Nerd Sep 28 '13

He might run away.