The 150 guide this morning again tried a remote re-boot, no success. The guide knew about the Level 2 Team - in the main consultants - but would not normally expect to contact them.
The guide spoke to the Level 2 Team on my behalf. They did not supply any reason why the repair was taking so long, merely saying that they would not close the ticket until successful completion.
There were no notes made against the ticket number as to what had been done to date, or particular difficulties encountered.
It would seem reasonable for notes of that nature to be made as a matter of course, so that the 150 guide did not have to start from the beginning each time.
Another 40 minutes on the phone today!
