[110164] in North American Network Operators' Group
Re: What to do when your ISP off-shores tech support
daemon@ATHENA.MIT.EDU (Andy Davidson)
Sat Dec 27 14:59:59 2008
From: Andy Davidson <andy@nosignal.org>
To: JF Mezei <jfmezei@vaxination.ca>
In-Reply-To: <4955C446.3080204@vaxination.ca>
Date: Sat, 27 Dec 2008 19:58:07 +0000
Cc: nanog@nanog.org
Errors-To: nanog-bounces@nanog.org
On 27 Dec 2008, at 05:59, JF Mezei wrote:
> The problem with oursourced first level support is that they are
> totally disconnected from real time operations and wouldn't be aware
> of problems that network engineers are currently working on.
That's a problem with a lot of internal first line teams too..
Offshore and outsource are different things, and when done right are
irrelevant to the quality of service delivered. A willingness to
offshore means you can deliver follow-the-sun NOC or support service,
which can drive down delivery costs and health/safety risks for the
organisation and drive up service quality by meaning that callers
reach someone alert and awake ;-). Outsourcing offshore service makes
it cheap and easy to do that.
Doing this well relies on building a process, and actually a different
process for each network being supported, though I don't want to give
away all the hints that I learned the hard way !
Andy
