Don't always feel that you should
believe the vendor.
Patches, vendor recommendations,
and out-sourced hardware support
engineers are some of the leading
causes of breaking a system. There
are times when you know your systems
better then they do.
If something doesn't feel right or
doesn't feel right , don't let them
do it. Ask a lot of questions and let
them know what your experience is.
Cover yourself first, run full
backups, ask them if the have ever
done the task before. Ask them to
confirm the procedure with a back
level support person.
Many times vendors will out-source
the hardware support to third party
companies. When this happens, you
may never get the same person twice,
nor know what experience he has on
If one of the first things a support
person does is ask where a phone is,
it is almost a guarantee that he will
lack the knowledge he should have and
will need to rely on someone else for
answer. While we all have much work
to do, DON'T LEAVE this type of person
alone with your systems.
Trust no one, it is you job and
reputation on the line.
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