Well presumably someone was fixing the file server that was causing the problem. The person who answered your question was not that person though. They may have asked the admin who was working on the file server what was up, and then the admin probably said "yeah its almost fixed hold on a second." then, "okay its back up now, soft reboot that server to get the nfs mount back." or something. have you ever worked on computers? If a situation is affecting multiple servers as a file server problem likely would we usually group the incoming messages about that problem together and then answer them all once the problem is resolved. It may have been a case were 2-3 web servers needed to be rebooted. I am not quite sure what you are expecting, but if support figured out the root issue, coordinated with the fixer, assisted the fixer, then answered all the related support within an hour, as a manager I would consider that a job well done.