Same problem as any helpdesk.
Anywhere you employ a company to do helpdesk work and make the performance metric how many calls they answer, how long they take etc, versus actual say fixing an issue you have a terrible helpdesk for the customer. I can understand why the company providing the service does it it's easy to game.
I can't understand why people keep paying for these fecking things though, you'd think someone would have a clue by now.
Biting the hand that feeds IT
