Mike Dragon

Good luck mike just speak to your boss and let them know the client seemed happy with your work and never spoke about any problems etc shame they couldn't speak to you first before going to your boss etc but that's just some people nowadays

Uma Pena acontecer isso, Boa sorte cara  Espero que consiga Resolver seus problemas !

Thank you, guys.  It will be impossible to find another job as good as this one if I lose it.

@Anriandor

Well, it's kinda simple, actually. The company I work for provides computer support to other companies among other things and I am responsible for the support part. When a client is having issues with a computer they make a support ticket in our site (though we call these tickets "call" or "calls", internally) with a brief description of what is going on or whatever else is the service they need. I then give the person responsible for the tickets (usually the manager) a call to ask for details of the problem and then I ask for access to the computer in question and with the manager or the user of the specific computer on the phone, I remotely access the computer and do whatever is necessary. If I can't get the service done remotely for a reason or another, I schedule a visit and drive to the client to either try to fix the issue or provide the required service in person and if necessary, remove the computer for maintenance. When no support tickets are opened for a while I normally give them client a call over the phone to ask if everything's alright and if they are in need of something and once every six months I do a full check-up on all the computers of each client and a full hardware clean-up once every 12 months. And I always try to be as well educated and nice as I can. When a server malfunctions (which happened a lot recently) I give it full priority, as by standard of the company. All the clients have my phone number and call me when necessary and unless I am driving (or cannot answer it at the moment for whatever reason), I always answer it.