Re: A service provider that doesn't bill because their attempted fixes failed?
I can see why IT support might seem like a sensible thing to outsource. Instead of having one person who needs to be able to handle DB admin, network configuration, hardware wrangling, etc (and who can't go on holiday), you can have a share of a full-time DBA, and a networking guru, and a hardware experts - and with cover so you don't have to worry about holidays or sickness.
In practise of course, it never seems to work. I remember when I foolishly deleted a file and asked IT (a three man in-house team) to restore a copy from backup if possible (if not, I could regenerate from scratch). Three days later I got an apology for having taken so long - they had been struggling with sickness in the team. AT THE SAME TIME, my customer had corruption in their SourceSafe database. The only fix was a restore from backup. Until this was sorted, a ten person team were effectively unable to work. It took their (out-sourced) IT over a week to restore it.