In my best Wipro-excuse voice: "... see, thing is:..." ... they have a process for everything. It's just a very convoluted, silo'd, circuitous process that takes several days to get anything done, with several steps including: throw a support ticket over the wall, and let a subprocess pick it up. On and on we go, until we have a lax process that is impossible to fix, on to which, all we can do is pump more, cheap, low skilled talent. But hey, it's creating a middle class somewhere.