On a Wednesday afternoon in November, a distribution company's order management system went down. Three hours later, it was still down. By the end of the day, the I.T. team had a fix. The CEO had a different problem: fourteen customers had called to ask where their orders were, two had emailed to say they were moving to a competitor, and the sales team had stopped quoting new business because they could not access pricing data.
The system was back online by five o'clock. The cost of those three hours was not on any invoice.
That is the problem this book addresses. Downtime has a direct cost that most businesses can calculate, roughly: the revenue that stops while systems are down. What most businesses have never calculated is everything else. The staff hours spent waiting, workarounds, and manual workaround documentation. The customers who never complain but simply do not come back. The deals that do not close because someone needed data they could not access. The reputation damage that shows up in customer conversations six months later. The regulatory exposure when a system failure intersects with a compliance requirement.
The Real Costs of Downtime walks through the full picture of what a system failure actually costs a business, from the direct and immediate to the indirect and long-term. It covers the most common causes of downtime and what each one typically costs to recover from. It explains how to calculate your own downtime exposure, what a downtime budget actually looks like, and how to read a service level agreement without being misled by the numbers.
It also covers something most I.T. conversations miss entirely: what to do while systems are down. Communications. Customer management. Staff direction. The decisions that cannot wait for the system to come back online. The CEOs who handle outages well are almost never the ones with the best technology. They are the ones with a plan.
This is not a book about preventing every outage. That is not possible. It is a book about understanding what outages actually cost, making better decisions about where to invest in resilience, and being ready when something goes wrong, because something always does.
IT Support 101 Inc. is an independent advisory firm working exclusively with business owners and executive teams on the technology decisions they cannot afford to get wrong. No commissions. No vendor relationships. Just clear, honest advisory work on your side of the table.
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