"Train your staff, they will make happy to your customer"
It is the experience that most of the time ongound staff is not trained enough to solve critical issues in time, they mostly try to find the solution using internet search engines then last will take help from OEM Technical Assistance Center.
Team Maahiron has designed 5 days Bootcamp on UCCE ,CVP wrt Implemention /operate & troubleshoot. These bootcamps will help your team to solve issues IN-Time on their own unless it is not related to system bug