yeah,, well ... a ticket comes in and you sit on it -- thinking the user can wait will get YOU cut from the team. We win when we all get to the top together -- we languish we some work and others do not. EG The question is the Russians are 40 km from Kiev -- what are your orders? -- fall back was too late.. ? The user have lost connect to the server 90 people are offline -- 8 hours later -- they went home and reboot the server was too late ? you see -- every comms has value and you must act well before it is too late!