Need some ideas from you guys… During my last interview (as IT support), my interviewer ask me an out of box questions. They ask me what would I do if application running failure. All possible troubleshooting has been done (ie - setup system from scratch, rollback update and etc).
And also when approach the system vendor, they answered this system need to be upgraded but it only available next year. But user insisted and demanding for system back to normal.
So guys, what answer is suitable for this situation?
Ask what the contract stipulates (or in other words, you are severely lacking information to answer the q).
If they insist an answer - and I understand that they make a solution impossible, the app fails, everything has been tried, the supplier won’t update it - then either you offer alternate software or you consider how much it would cost to keep the customer and perhaps let them go
In any case, I would also tell them that either we have a monopoly position and the customer is stuck with us, or there is competition who don’t appear to have their software fail so in that case I don’t believe that everything has been tried yet to fix ours