Support call

We got a support call from a Web hosting customer today. We’ve had to restore from back-up several times in the past because he has deleted index.htm or entire Web directories and then called to tell us his site is “inaccessible.”
So today he asked when he couldn’t access his server from inside his office. Our tech reviewed and determined it was an internal firewall issue.
What he should have said was, “There’s nothing we can do. The server has acted in defense of itself.”