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I Know This! (Purpose-built systems with general-purpose guts)

Oxide and Friends

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Navigating Technical Support Challenges

This chapter discusses the struggles of providing effective remote technical support, particularly in situations requiring on-premises management. Through various anecdotes, the speakers emphasize the importance of proper logging, customer transparency, and avoiding overcomplicated fixes to maintain trust and confidence. The narrative highlights critical lessons learned from specific incidents, showcasing the balance between technical resolution and customer relationship management.

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