Users have been calling in complaints for a week about network outages on the upper floors of this four-story, 19th-century building, reports a network engineer pilot fish on the scene.

"First-level support, which is located in the basement, is not experiencing these issues," fish says. "They review the PCs and log in just fine, but as they look over the users' shoulders, they sometimes see this problem. They bump it up to our second-level support, system engineering.

"System engineering sits on it until the executives start complaining on Wednesday. Then they jump on it."

That mostly means calling third-level support -- the network engineers -- who determine that there's virtually no traffic on a network with 80 devices. But they also look at the network switch and note that the code has known bugs. A switch code upgrade is scheduled for the following week.

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