Emergency IT Support
We recommend addressing your concern by applying a formal process including situation appraisal, problem and root cause analysis.
Typical steps are:
- Agree with customer on plan and budget for solution, implementation etc.
- If relevant dial in to end customer system for advice or support
- We may use Kepner Tregoe method here. KT method is a simplistic, systematic approach to rational problem solving, ref. http://www.kepner-tregoe.com/consulting-services/root-cause-analysis/