Reformatted a tad:
IT Admin: Hi, I'm calling because our procedures haven't been uploading themselves to your website like they are supposed to. Did you do something and not tell us about it.
sadam: Ma'am the website you are talking about is a part of your intranet. The only thing that would cause everything to fail to update would be the PACS server being turned off or the import service to be turned off. Can I possibly remote into that server? IT Admin: No, we use a different company for all of our medical records. We just use you for your website. sadam (Confusion setting in): What website are you talking about?
IT Admin: That PACS website-thing you guys sold to us last year.
sadam: Do you have a file server or a workstation that I can just get access to so I can view your network setup?
IT Admin: Well why didn't you say so?
sadam (slowly hitting head against desk while she gets me connected through a Cisco program we use): Ok, I'm going to take control of your mouse right away and take a look at your network setup.
IT Admin: I've never seen a program like this before, this is awesome!
sadam (while wondering how long this girl has been living under a rock): Can you tell me what server1 is? (that really was the server's name)
IT Admin: That's the server that was setup by XXX company to import our EMR's.
sadam: What is server2?
IT Admin: I think that's one of the servers you guys put in.
sadam: Can I get access to it?
IT Admin: How can I do that?
sadam: Can you RDP into it?
IT Admin: Oh! That's how you want to access it? I thought you wanted to actually come here!
sadam: We typically don't go to ever client site that has an issue, it's fairly easy to fix the issue remotely. (She gets me access to the server, which is apparently MS 2012 R2) Do you have our software running on this server? Because I don't see any of our services or even file paths that would have anything to do with our software.
IT Admin: It's supposed to be running on there. That's what I was told when I took over this site.
sadam: Did you just recently update to this specific server?
IT Admin: Actually I finished the upgrade about the same time everything went wrong.
sadam: What did you do with the old server? Is it still a part of the network?
IT Admin: I decommissioned and donated the previous server.
sadam: I'm only asking because I'm looking at your purchase of our software and noticed you did in fact purchase our version 4.0 which is not Windows Server 2012 compatible. Either you're going to need to downgrade your current server or gain access to another server that's running Windows 2008 R2 or an older operating system.
IT Admin: But I just upgraded the entire network. I can't go back now!
sadam: Ma'am, I'm sorry but unless you want to lose all of your patient data that you've hopefully archived either off-site or to some sort of physical media, there's nothing I can do for you. The product you had purchased and the contract you had signed specifically stated that you need to be running on a compatible server Operating System and we've made it extremely clear in all of our documentation what is compatible with our product.
IT Admin: Thanks. (click)