You’re here because something is broken. Again. Before you touch anything, stop. Seriously. Take your hands off the keyboard for thirty seconds. You don’t know what’s wrong yet. You know what’s happening. Those aren’t the same thing. Customers can’t log in. The phones are ringing. Management wants updates every five minutes. Someone has already suggested […]
If you’ve worked in IT long enough, you’ve heard some variation of this: “Don’t worry. We’ve got backups.” It’s one of those sentences that sounds reassuring right up until someone asks the follow-up question. “Have you restored from them?” Silence. The uncomfortable reality is that a backup isn’t proof that your data is safe. It’s […]
Somewhere, right now, a support engineer is staring at a ticket that says, in its entirety: “Help! It’s broken!” They do not know what “it” is. They do not know what “broken” means. They do not know if you’re on fire or just mildly inconvenienced. So they sigh, type “Hi! Sorry to hear that — […]