Why I Need to Be Escalated…

I got a message from a faithful reader yesterday pointing out in rather interesting terms that I have not been posting as much as I should.  Sorry about that! –MDG

Recently I noticed that a ticketing system that my client uses was taking an unusually long time to apply updates.  Every month it would take as long as three or four days to apply the regular updates.  This was a problem for many reasons, not the least of which was that company policy stated that patch management should be performed during off-hours, and there are precious few four-day stretches when the company was completely closed.

I complained to the company (which I shall not name) and they told me that this was not normal behaviour.  I rather figured that out on my own, but I am glad he agreed with me.  He asked me to connect to a remote support session from the application server, which I did.  We sat and watched the patches applying normally… and by normally, I mean that the ten minute session showed no anomalies.  It did not seem relevant to the second-level support tech that this was Tuesday afternoon, and the patch process had started Friday evening.

I decided to very calmly waste his time.  After all, patch-management of this system seemed to be close to a full-time gig for me.  We chatted for 15 minutes.  It wasn’t so much that we chatted as it was me telling him that we were looking at the problem from two different perspectives – he did not see a need to escalate the case, and I did.  While he kept telling me that unless there was a noticeable crash he could not escalate it.  I asked him while he was in my system to look at the log files… he wasn’t quite sure where they were.  Who was wasting whose time exactly?

As we chatted and the patches seemed to move ahead, the Updater crashed right in front of us.  His words were: ‘Oh, now that I have seen it crash I can escalate this case to our engineering team.’

This was 35 minutes into our call.  Had he escalated me 25 minutes earlier I probably would have been appreciative of his help.  But as it stands I am just really turned off by this company.

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