Greeting with No name given
department
Didn't take break
away from
Kept calm (mostly) workstation
Bad advice
Answered all calls
Shouting

PROBLEMS
User error
Wrong department
Equipment not covered.
Some of these can be overcome by use of
\"SLA\"
Service level Agreement

SLA - Content
Fees
equipment and
software covered.
Warranty cover
timescales
on site or RTB
Responsibilities