>and have staff at hand which could solve any solvable remaining issues like this one. They call the Home Office internal hotline, explain the issue, resolve it by manually interfering on the spot (and have a bug filed), and everyone carries on.

This may be possible some 15+ years ago. Home Office today is very different. Without a prober procedure written down I doubt this could be solved manually. Nor would anyone want to solve it manually.

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lokar an hour ago | parent [-]

You have a written procedure. And after a long list of known/common things the procedure has an escalation clause that routes to an official with agency. You update the procedure as needed to manage the escalation rate.

This is extremely common

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ksec an hour ago | parent [-]

I wish that was the case. Not something I have experienced personally.

	▲	lokar an hour ago \| parent [-]
		It seemed pretty standard at B2B tech providers. You have Sr support engineers who are the final line, and can often setup a reproduction in a test environment and file a good bug. Then you just count up the rate of tickets that hit that bug and require a manual fix. At some point it’s time to fix the bug.