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Everything else would be valid if only I could get the backup to say no to impromptu support or to make them stick to the procedures. Although we do have a process the end users are supposed to follow when raising support requests, getting permission to say no if they step out of that process is difficult at the best of times. Also, having a manager that actually stays after hours to "help out" with personal electronics and has every gadget under the sun on his desk at work definitely does not help the cause.