Dilemma ...

We are about to start a support contract for a client, on call only. In other words, they call between 8h00 and 18h00, and we should solve their problem. We are not on site at all.

Simple, hé. Right !

Well, not that simple. First, how can you help, if :

• you don't know their environment


• you can't connect to their systems to see for yourself what the problem his

Today, they asked me if we could start in these conditions. At first, we were supposed to start only when we received the means to connect.

I'm not too sure about this, in 80 to 90 % of the cases, you could probably solve the problem without connecting. It leaves the 10 to 20 % where, you almost need to connect to see what's happening and maybe there is something else on the side that might be causing the problem.

The last detail that I have to add is that we have an obligation of result, unless we can prove that there is a problem beyond our own possibility to solve. examples : A hardware problem. A bug that can be reproduced, that we could not circumvent. But, at some point, if you can't see it for yourself, you might not be able to solve it.