New systems have some bumps and hiccups as they are installed. We all imagine an uneventful and spontaneously successful start-up of new hardware, software, or technologies within the workplace. Generally, it is this belief that convinces us to invest in that technology. Implementations are rarely uneventful. Prepare for that expectation and work with your vendors to limit the unexpected disruption of a new system.
Systems do go down.
As customers, we believe that an instant correction is appropriate since we are paying a vendor to respond. Most hardware contracts establish a response time of four hours on a business day to respond. Sometimes 20 minutes is too long, but a vendor who does not have a person stationed at your site 24 hours a day, seven days a week cannot respond so quickly. A successful vendor has many other customers besides you. Help your vendor know whether the problem is critical or not, in order to define response time and allow the vendor to fairly respond to all customer problems.