I used to work tech support for a financial services company. A while back, I had a client with laptop hardware issues that we could not resolve via our standard first-level troubleshooting. I was required to submit a ticket to second level. The client asked what the ETR is, I advised them I cannot promise a given time, but they are generally required to have these issues resolved within 3 business days, max. For hardware issues preventing you from doing your job, that is really worst case scenario. Usually you are back up and running much quicker than that.

A few days later, I received an after-call survey response from this client. They rated me fairly low, and left the following comment:

"My issue was not re3solved by the se3rice desk rep, but by a person who was given my ticket. I am VERY DISSATUISFIED with the info given to me by Help Desk person indicating that it would take up to 3 days to fix my issue. I indicated that I would be unable to complete my work until the issue was resolved. My issue was resolved in less than an hour".

Bad spelling was theirs, not mine.

So your issue was resolved in under an hour.... then what the HELL are you complaining about?! All I did was standard-promise and 2nd-level over delivered. If you have a problem with the 3-day threshold, take it up with management, instead of dinging me on a survey for something I have zero control over (and wasn't an issue in this case anyway). MORON.