Five or so years ago a major oil company around here outsourced to India. Shortly after someone from India turned off the power to an entire refinery. In anot

Five or so years ago a major oil company around here outsourced to India. Shortly after someone from India turned off the power to an entire refinery. In another story that I experienced myself first hand a huge customer we had had outsourced their IT department. At some point a critical system went down in the middle of the night putting lives and hundreds of millons of dollars of equipment at increased risk not to mention violating regulations. These things happens from time to time in large systems, but there is a huge difference between calling a guy or gal who knows it versus calling IT support, hear them tell that they will create an emergency ticket, and then get a call back 4 hours later from a smiling technician that wants to help me. Long story short: by then we had already got someone on the site to break a handful of rules to get it working again. I have more of these. People in other countries are equally smart, often smarter than me, but having a bit of mechanical sympathy and a bit of knowledge of what you are supporting, knowing how to recognize an emergency when communicated from a person from another culture, all those things matter.