FAQs
- What is your typical process for working with a new customer?
Understanding the problem in its entirety is the key. That's why I like to start with a **********. During the call, I may ask for pictures of the problem. With a digital tablet, I plot the network topology to get a general overview of the situation. This allows me to discover any additional latent errors within the active complaint. Latent errors are system-level failures that create a "field of errors" or "accidents waiting to happen". They are often systemic issues, such as poor design, insufficient training, inadequate resources, or flawed policies. Active errors are the specific mistakes made by individuals interacting directly with the system. An example: Business experiencing internet outages for months, About 10% network uptime. (Active Error) Owner contacted a Pro on thumbtack, he installed 2 more TP link devices (another Active Error) When I was finally called in, I discovered the TP link devices were crashing the network (broadcast storm). After uninstalling, I discovered the Latent Error was the not only the service from Comcast, but the router they supplied! I installed a new router from Comcast's approved list as a band-aid, uptime was now 80%. During my initial assessment of the property, I found an existing Optical Network Terminal. We came up with a game plan to get the ONT working again. This achieved 100% network uptime. See Lizzie B's review