End users know when we are available to reach, the SLA time for most issues and what can and can't be done by us instantly, as well as the process for requesting resources etc. The more prudent ones use their heads and work with us and help us resolve the issue sooner. The ones that leave shit till the last minute and then demand high priority end up shit out of luck. We are held to a set of KPI and a priority matrix, which takes precedence. Vital things naturally have a higher priority. We support 10,000 end users over 3 companies that supply the electricity to the entire state. We don't have time to mince around with whingers or people who are totally inept. The policy is in place and until it's changed or special circumstances arise, we stick to it.