Christopher Lentz | December 13, 2013 02:47 PM
As a long time network administrator I have had my fair share of experiences with users who did not understand the meaning of a critical or emergency situation. We all think that our problem is critical and needs to be addressed right now, after all most of us live on instant gratification! Our society is built on it, we create devices and processes to make our lives easier and shorten the time to a result. That being said, it is no surprise that users do not have a clear understanding of what truly constitutes an emergency with their helpdesk support.
In a larger small business, one with more than 25 users, it can be quite hectic to deal with the list of issues that build up from your users. Add to that their persistence that their issue takes priority over someone else's issue and you have a mess on your hands. Clearly defining to your users the severity level of common issues is one way to avoid mistaken classification of user submitted problems. This will hopefully keep your users aware of the true severity of issues and lessen your need to define it for them over and over.
There are many things that network administrators feel are emergency situations but these things don't fall under that umbrella.
So if most things are not critical, what actually constitutes a status deserving of the coveted Emergency label? Here are just a few, as your organization may have others depending on your business model and structure.
Since every business is different it is important to evaluate your own situation and determine what issues are critical and which ones can wait until the madness has subsided a bit. More importantly, conveying to end-users and clients the definitions of your severity levels can help reduce anger and frustration. As administrators, we all want to have happy users and that is why we do what we do but often it is a very thankless job. So the next time you see your tech support, let them know you appreciate their hard work. I bet you will get a smile and a thank you right back!
If you need help sorting out your support issues, why not pick up the phone and give us a call? After all, we have certified engineers to help reduce your headaches and increase your productivity. Call us now, 408-844-4808.