Originally Posted by
LordTentacle
He is one of 3 experts left alive in the world on a specific piece of technology
When said thing breaks... he is called up and asked to be at location x as quickly as possible as outages can cost in excess of $100k per hour
When he is called in... its generally because Level1-4 have tried and failed for a day or more to fix it
4 hours is a matter of how long it takes the locally run private air firm to get him from his location in OR down to SFO
Thus... he never knows where in the world he is going and for how long and when... ~$10k one way tickets have been the solution for some time now
Very interesting!
I would just suggest that when any customer reaches the end of Level 2 support, the company immediately book him a ticket farther in advance, on the chance that it will get more serious and need his help...