44 karma · joined December 26, 2022
In one that I had direct experience in, they flew in one of the software's developers to do onsite troubleshooting. Also, being the hegemon of the tech world, IBM often would take the end-to-end role and not just stop at their boundary of a tech problem. I was involved in one in the late 1990's where we were running Netscape's iPlanet web server on an IBM JVM (on IBM's AIX) and it had a nasty memory leak in production where volumes were higher. We called Netscape and got what felt like a guy with a pager on the beach (it was outside business hours when we called); not helpful at all. We called IBM and things started to rock & roll. Eventually we had someone from their UK lab tracing the JVM until he found a JNI (Java Native Interface) call from external C-code (which would have been iPlanet's code) that had the wrong value for the flag that indicated who (JVM or C-code) should release the memory. He could have stopped there saying "not IBM's fault" but he just kept going reverse compiling the C-code to find the bad call. We were able to get back to Netscape saying in module yadayada.c, somewhere around line 47, there's a JNI call with flag=0, change it to flag=1. The patch from Netscape fixed the problem.
These infrequent critsits are something the C-suite remember for a very long time. They know that no way in hell their own staff could resolve these situations, especially in the days before the web, Stackoverflow, shared-knowledge, etc. If not for IBM squashing the bug, their bacon would be fried giving unsatisfactory explanations to their CEO.
[0] https://htmx.org/essays/how-did-rest-come-to-mean-the-opposi...
Nobody on the tech team wanted that so we launched into a major tracing & debugging effort and eventually found that a change in IE caused it to start doing the SSL handshake slightly different if it thought it was connecting to a non-IIS webserver. Netscape provided a patch and we were able to keep iPlanet on our beefy Unix servers instead of migrating to a farm of IIS servers on tiny Windows servers (they weren't all that powerful in the 90'). This was about the time that the DoJ was going after Microsoft for non-competitive practices. I recall that someone on our team sent an email to DoJ telling them of our experience, but I don't think they ever got a reply.
My high school buddies and I desperately wanted to play this game but ... none of us had a computer! So, sitting in the cafeteria at lunch/breaks in our bell bottom pants, we walked thru the code line by line recording the values of variables with pencil on paper. This was when BASIC only allowed 1 or 2 character variable names and only had GOSUBs instead of proper functions. It was slow going at first but we eventually got to understand what sections of the code was doing and could replace line by line with, oh, its doing this again.
I'll have to look for that Dec 77 BYTE so see it that was the magazine. I didn't know it at the time but it was probably very formative for my future IT career.