I'm facing a tricky situation after a customer reported some frustrating internet performance issues. A consultant from our company was onsite recently and made some changes, but the customer isn't clear on what those changes were. Now, all users are experiencing intermittent slow web browsing, which is really impacting their work. I noticed that the customer had previously used an on-premises web proxy, Websense, which appears to have been decommissioned. Currently, the settings for all users point to the cloud version of Websense, and since all of them are using Citrix as a hosted desktop, I'm concerned about how to resolve this. The customer is pressing for a quick solution, but I can't get in touch with the consultant who was there. Any advice on how to approach this?
2 Answers
You should definitely try to contact the consultant again to get their insight on what changes were made. Since this change is in a live environment, it's critical to have that information. Also, have your team leader in the loop about the situation, especially since the change seems to have been handed off to support prematurely. But keep in mind, if you can't reach the consultant, you'll need to rely on your troubleshooting skills to resolve the issue.
First off, reassure the customer that you're investigating their issue. Then, dive into the details—check the configurations and try to replicate the slow web browsing they’re experiencing. Also, find out what changes you’re allowed to make and see if there’s any vendor support available. Keeping the customer updated on your progress is key, and remember to document everything you do in case you need to escalate the issue later.
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