Tag Archives: TechSupport

This should be self-explanatory to anybody who’s been in operations for any length of time. But for you folks who are new to this whole “production” thing, for those of you into the devops concepts but not so much the devops reality, here’s a clue. Most organizations are not prepared for upgrades. Especially not whenContinue reading “Don’t Upgrade on Nights, Weekends, or Holidays”

I knew something was horribly broken when I read this email to a friend’s support site: “This is my third email today asking for help from you. I want to delete my account so I can make a new account, and reuse the same email address I always do.” First, why is it so hardContinue reading ““Still waiting to hear back from you””

Before you contact tech support with that gnarly problem involving a simple problem that is easily solved by searching the vendor’s knowledge base, my best advice is this: READ. THE. FUCKING. MANUAL. I know. I know, little one. Reading is so very, very hard, what with the vast resources of the interwebs a single clickContinue reading “A Modest Proposal”

Lots of customers have done it. You didn’t get the answer you wanted from your vendor’s support organization. So you ask again, in a slightly different way. You still don’t get the answer you wanted — oh, they answered you, and said no, just like they did the first time, and maybe tried to sellContinue reading “My parent says no, so I’ll ask the other one”

Why am I on coffee? I’m in tech support, I’ve been on call for 12 of the last 14 days, and I’ve gotten a max of 4h of uninterrupted sleep for that duration. And about four pages a day, all for production outages at customer sites. For all of you who wonder why your techContinue reading “Why Coffee?”