John: Luxana, I have something important to ask you.

Luxana: Sure John, what's up?

John: You've come really far in a very short time and I want to know if you would like an opportunity to work on what we call "Hard Cases". At the moment I take these on myself and there isn't anyone else who can.

Luxana: Of course I'd be very interested. Is that what HC stands for that I see on some of the file server folders that have special access permissions?

John: Exactly, but there is this process you have to be willing to subject yourself to first.