Where to draw the line on high touch technical support ?

A mail from customer facing customer support engineer to development dept .....


"Hi,

My request may seem a bit unusual here. But my customer, XXXX data center was on fire yesterday. The fireman were engaged to put off the fire. Now the YYY networking devices located at lower floor are seem to be drenched with water. Customer is asking for any best practices of drying the YYYs before running through a power on test.



Do we have such document ? Kindly share.

"