Robert Sullivan (Sully)
An NAPC client had successfully integrated Xinet throughout their whole agency. They did a terrific job promoting the new system and workflow improvements to staff, as well as the bright new future it promised for them and their clients. From training sessions to feedback round-tables to get user buy-in, they did everything right.
On the day before the system was to go live, NAPC received an emergency call. “The world is caving in!” The client said. “Files are disappearing off the server! Help!!!!”
The client was located 3 1/2 hours away but Super Sully wasted no time to get there. He immediately delved into troubleshooting, but nothing made sense. At times, files would randomly disappear once they were saved; at other times they would not. Hours of testing resulted in more questions than answers. Sully could find nothing wrong with the system – it all checked out. There was nothing left to test within the server or Xinet! But still, files were disappearing and the client was defeated and desperate. Sully left at 10 PM, but during his 3 1/2 hour drive, he knew there was no way he could leave this client hanging, without answers. So he drove back to the agency for 8 AM the next morning, ready and willing to take the heat from their client if need be.
Sully spent the morning with designers to help identify anything that could even remotely create an issue. Finally, Sully tried something different. The problem was a Photoshop bug and the simple fix was to turn off the “Save File with Preview” option. The agency was thrilled and couldn’t have thanked Sully and NAPC enough for staying with them throughout the crisis, even after they knew the problem wasn’t in the server or Xinet.