It is a rather sad fact of life that some technical support organisations appear to be rather keener on allocating blame to others and dodging responsibility than getting to grips with fixing the problem.
At Server Sentry, we have no time for that sort of nonsense and believe in doing whatever it takes to diagnose a problem for our customers and get it fixed fast.
If you are finding though that you are using other organisations for elements of your IT systems support and are being dragged into demarcation disputes, you might wonder why it’s happening.
If you go back into the 1960s, 1970s and 1980s, most Data Processing and IT systems of the time were typically ‘boxed’ in the sense that their hardware and most of the software came from a single manufacturer. Third-party software did exist but in a typical site such variations were relatively few in number.
That meant that for a Technical Support Analyst, understanding the relationship between software written by different companies was relatively straightforward. When a problem arose, it was normally fairly clear almost immediately whether it originated in programs provided by company Aor B.
In the 21st century the IT infrastructure environment is now vastly more complicated and in some respects, regrettably, also vastly more diverse. The interacting software on your desktop may have its origin in literally dozens of different providers, many of whom squabble and bicker amongst themselves as to whose responsibility it is when a problem is discovered.
So, the technical challenges today in diagnosis and problem resolution are probably 2 orders of magnitude greater than they were 30 or 40 years ago.
Some technical support organisations frankly can’t cope and give up when diagnosing in this labyrinthine environment. Some may be inclined to pass onto their customers the effects of that by saying “we don’t support xyz software”.
AtServer Sentry, we believe the buck stops ‘here’ and it is our job not yours to understand those complex relationships between different components of your software. The moral of the tale is, let us do it for you!
At Server Sentry, we have no time for that sort of nonsense and believe in doing whatever it takes to diagnose a problem for our customers and get it fixed fast.
If you are finding though that you are using other organisations for elements of your IT systems support and are being dragged into demarcation disputes, you might wonder why it’s happening.
If you go back into the 1960s, 1970s and 1980s, most Data Processing and IT systems of the time were typically ‘boxed’ in the sense that their hardware and most of the software came from a single manufacturer. Third-party software did exist but in a typical site such variations were relatively few in number.
That meant that for a Technical Support Analyst, understanding the relationship between software written by different companies was relatively straightforward. When a problem arose, it was normally fairly clear almost immediately whether it originated in programs provided by company Aor B.
In the 21st century the IT infrastructure environment is now vastly more complicated and in some respects, regrettably, also vastly more diverse. The interacting software on your desktop may have its origin in literally dozens of different providers, many of whom squabble and bicker amongst themselves as to whose responsibility it is when a problem is discovered.
So, the technical challenges today in diagnosis and problem resolution are probably 2 orders of magnitude greater than they were 30 or 40 years ago.
Some technical support organisations frankly can’t cope and give up when diagnosing in this labyrinthine environment. Some may be inclined to pass onto their customers the effects of that by saying “we don’t support xyz software”.
AtServer Sentry, we believe the buck stops ‘here’ and it is our job not yours to understand those complex relationships between different components of your software. The moral of the tale is, let us do it for you!
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