At the same time you can’t just sit and wait around doing nothing (it’ll be much worse when the malfunction reaches a point where your client is unable to do his own job…). That’s what the System Shell is for: do what you have to do and get going. Your client never stopped working and neither did you. After all, time is money! And the solution to the problem stays with you.
Furthermore, have you noticed all the ways available to start one session? From your website, with a link, through a Pin Code, as a Calling Card, as a New Session… Well, we’ll get to each one of them individually further ahead, but they are created to fit you, and by that we mean your customer: form the emergency support session, to the client you’d like to reward with some free support time or even to create promotional material. Different scenarios need different strategies and the more personalized the service feels, the happier the client will be.
At the end of the day, time isn’t money, but clients are!