Thanks. Oh, that's interesting -- why does that produce a non-uniform failure?
sadly the folks who answer the phones probably won't even know what a phase is
Well, as much as I hate trying to beat competence out of someone over the phone, that sort of makes sense, if you're trying to provide X competence to lots of people, it can make sense to specialise, and have some people fixing things and some people just turning phone calls into requests-to-fix.
What fails is when there's no escalation (which ok, there almost never is, but there easily could be) for people with any problem other than a binary "never mind" and "waaaaaah! it broke! fix it!" :)
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Date: 2008-09-08 12:08 pm (UTC)sadly the folks who answer the phones probably won't even know what a phase is
Well, as much as I hate trying to beat competence out of someone over the phone, that sort of makes sense, if you're trying to provide X competence to lots of people, it can make sense to specialise, and have some people fixing things and some people just turning phone calls into requests-to-fix.
What fails is when there's no escalation (which ok, there almost never is, but there easily could be) for people with any problem other than a binary "never mind" and "waaaaaah! it broke! fix it!" :)