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so after weve worked on the call on the help desk imagine this so we have the help desk manager hes sitting next to the engineers in the various pods and theyre working on your case and youre thinking create theyre fixing it actually it might get to a point where they go I cant fix this remotely it might be a broken harddrive or it might just need an engineer on site to come down with apart and fix it on-site we call that a call-out and then what we do is we escalate it to the field support engineer and the great thing about a good services you need continuity of engineer and you need the right skill level of engineer so if we were to send down a junior engineer to your site you might be a little bit upset with that particular if you didnt know who that engineer was so whats important here is that you get continuity of field support engineers that know your site they know everything about your network your cabinet where all the PCs are because theyve been there before and you