A client requested an anti-virus quote. Machines were rebooting with RPC errors, a familiar situation (November 2003). His systems “started acting funny” when he connected his network to the Internet via a T1 without a firewall, exposing his network to the world. His primary system wouldn’t boot. The desktop was filled with icons for “freeware” programs and the system tray continued to populate as the RPC timer ran out and the system rebooted. Several Spyware programs were on the system. He demanded anti-virus options. He knew Norton and McAfee. Since we use Panda anti-virus, I prepared three quotes. This required calling each of the three vendors.

A “friend” installed the network for him and no updates were ever made. The W2K-based server didn’t have a single service pack or security fix. It ran SQL Server 2000, the primary business data store, with no patches. The workstations, a mix of W2K and XP Professional, were not updated. He wanted Remote Desktop access from outside his network, so I recommended Windows XP. He asked for two licenses, but was unsure how he wanted to purchase them. I checked retail and OEM versions, which could be purchased with qualifying hardware, adding these to the quote.

The client purchased a firewall device from a different vendor, without installation support. He needed me to configure it. Having never used this device, I requested time to learn its functions. The next couple of hours were Internet research, documenting his network by talking to his ISP, and programming the firewall.

I also prepared a CD-R with the latest anti-virus and patches for his network.
 
The phone rang at 1:00PM. The client called to ask if I was ready to come to his location. I reminded him of our 6:00PM appointment, when his server wasn’t needed for mission critical support and workers wouldn’t need access to their desktop systems.

As I prepared for a 1:30PM VPN configuration, that client called to move her time to 4:00PM, so she wouldn’t have to return to work. The computer was at her home, and SBC had connected her DSL. I agreed.

I arrived at 4:00PM; she arrived at 4:30PM. The computer was not set up. The UPS was uncharged. The DSL modem was still in the package. I raced against the clock to complete the installation, her boss calling twice to speak to me about my progress. I finished around 5:30PM, with one reboot needed for me to be on the road to my 6:00PM. The system crashed, an apparent hard drive failure, potentially from transportation from her office where I’d delivered and tested it. She claimed the system was never mishandled, bumped, or dropped; the drive was “obviously” bad on installation. I pulled the drive to take for testing.

I arrived at my 6:00PM appointment at 6:30PM. My partner was there. The client hadn’t backed up any of their data, and backups were now failing repeatedly. Payroll was still running, denying access to those systems. My partner took the recovery CD-R to restore the client’s primary desktop. I asked the client to sit with me and approve the initial invoice, before proceeding with repairs.

I showed anti-virus prices. He told me he’d gotten a free subscription to McAfee from his firewall vendor. I moved on to Windows pricing. He was no longer interested. He’d only use machines that already had Windows XP for his Remote Desktop connections.

The firewall documentation estimated 2 hours to integrate the device into the network, with 2 more for VPN configuration. Updates and anti-virus were needed on all his systems before reconnecting to the Internet. I estimated 5 total hours to get back on-line, but said I’d return the next morning if we weren’t done by 11:30PM. We also required support from his ISP to insure proper internal/external IP address mapping.

The client felt the 5 hour estimate meant I wasn’t properly familiar with the firewall. He didn’t want the patches or anti-virus installed before the firewall. His priority was allowing remote access through the firewall. He felt coordination with his ISP should’ve been completed the day before, even though changing his settings may have affected his ability to work and access the Internet. I didn’t feel I had the authority to make contractual changes with his ISP without him. He said I should’ve called him. I didn’t agree, since we were coming after hours and could coordinate the call with him and his ISP at that time. I told the client that I could not successfully complete the installation without patching and protecting his internal systems. At 8:00PM we agreed that I would not continue. The client expected no invoice for the time I spent on the quotes, preparing the service software, nor programming his firewall.

I arrived home, frustrated, asking myself why I do this. At 10:35PM, the answer wasn’t clear. It started with a love of computers and a desire to share my knowledge and experience with others. So, here’s what I want to pass on this month:

1. Consultant time is just as valuable as the client’s
   1. Don’t ask for quotes you don’t want
   2. Don’t change appointments for convenience
   3. Don’t have an unprepared site (i.e. data backed-up, hardware ready)
2. Consultants need a fair wage to provide good service
   1. There are costs to FREE (i.e. “friend”) installations
   2. Consultants need time to determine what others have installed
3. Consultants aren’t experts on every piece of hardware
   1. If you want an instant expert, higher the original vendor
   2. If using a consultant, expect a learning curve on third-party products
4. Consultants need space
   1. Proper troubleshooting takes time
   2. Troubleshooting isn’t easier with someone looking over your shoulder
5. Consultants are not the default reason problems occur
   1. Hardware goes bad at random
   2. Software installations and files become corrupt