It is customers like this one that make the job fun. We had the chance to get away from the desk and rescue a business that a down network had stopped cold for two days, both its retail and e-commerce operations.
The Problem
The company had tried to call the provider that originally installed its network, but that provider was too busy to respond. Every hour offline meant lost sales.
The Fix
We reprioritized our afternoon and responded quickly, because downtime incidents are no joke. Within four hours we had:
- Learned the network’s topology.
- Repaired the cut wiring.
- Reconfigured at least one point-to-point network node that had been reset, and corrected the other problems caused by the delay.
We had already been supporting this customer’s applications, point-of-sale systems and workstations for a few months, so we knew how their business ran. After this call, we are likely to be their network provider as well.
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