mrfreeze,
Before we can ask for support we have to understand if there is an issue in our network or if it an issue someplace else. We are not going to pull someone in for support if it something we can fix in our own house simply by rerouting a cable or a VLAN or replacing a light bulb. I have no intentions of poking my head into a XP-8 and trying to play with macro's :)

I not looking to replace our RTI rep, but if we have an issue during a board meeting or other event I like to be able to fix the issue if possible and not wait 4 days or more for our support to get on site. Plus when we do contact him I will understand exactly what needs to be replaced making both his and my life easier.

I am not sure about anyone else but Executives like results not excuses :)