With our last update being well settled in our Help Desk is not that busy – taking just 100 or so calls a day. And since we’re just over a week away from shipping the next update we’re all aware that the calm will only be short lived.
No matter how much we test and re test updates generate a 300% to 500% increase in call traffic. It seems that everything which goes wrong with a system following the installation is blamed on an update.
So, we’re enjoying the calm and using the opportunity to call users we have not heard from in a while – offering new advice sheets and helping with any minor issues they have not wanted to call about.
We’re also catching up on going through backups people have sent in. Checking a backup and researching any problem reported when the backup was sent usually takes a couple of hours. It’s all part of the service.