We got a call to the office.
We have a huge problem with our system, you need to come and help us right away. This is a critical system and we need immediate response.
That kinda of annoying, of course, but it is all part of the service. So, in order to log the appropriate items into our system, we asked:
What is your order id? And what is your support contract number?
And the answer was:
Oh, that was handled by another department, I’m not sure.
So we asked them to figure that out and send it to us, and waited. The call came at noon, but 7 PM, I sent them an email.
The reply I got back was:
We’ll try to find the order details tomorrow.
I guess it isn’t so huge, critical and immediate problem any longer…