What it looks like for an agency we support
When two team members at one of our agency clients needed to work from home, they called our help desk. A technician had them both connected securely within about 30 minutes. Later, we upgraded the agency to a more secure remote-access system as a planned project.
When faxing between the agency's offices stopped working, a technician took the call live, worked with the phone provider to find the problem, and had faxing working again the same day.
Neither problem landed on the owner's desk. That's the point.