My coleague's story

- before leaving after long day at the office final look at support cases (after official support hours)
- sev1 ticket logged an hour ago, noone called us (although should have; after support hours)
- angry manager calls and demands to get in touch with the client immediately (we're already after support hours, FTS should pick the case, not us)
- we reach out. Customer has business-impacting case
- after initial info gathering: some cert got expired, they got a new one and placed it in the app's directory. The app still does not work
- the first question we ask: "are you sure you have placed it in the right directory?"
- "yes, we are sure. No problems there" - answers a voice with indian accent
- noone finds the root cause for hours.
- It's already 1am
- someone from client's specialists comes up with an idea: "are we sure the cert is in the right place? Let's try to move it to the same directory the old one was in the first place"
- .................................................
- production is working again
- "Why didn't anyone from support suggest this?!?!"
- .................................................
- 2am. Case solved, manager is informed everything's allright now.
- In the morning we get yelled at by the manager bcz we supposedly missed a sev1 ticket and were incompetent during the conf. call

This reminds me why I stay away from support. And why I started hating people. And why I do not work with indians (our ways are too different for me to stay sane and not to kill anyone).