[174316] in North American Network Operators' Group
Re: Vendor cert levels
daemon@ATHENA.MIT.EDU (Derek Andrew)
Wed Sep 3 17:48:21 2014
X-Original-To: nanog@nanog.org
Date: Wed, 03 Sep 2014 15:47:42 -0600
From: Derek Andrew <derek.andrew@usask.ca>
In-reply-to: <6b46ade3b6ba40539985bf5f20052984@CAMPUSCAS3.usask.ca>
To: "nanog@nanog.org" <nanog@nanog.org>
Errors-To: nanog-bounces@nanog.org
I found the fastest way to open a sev 1 case is to open it online as =
sev 3,
that gets all the questions out of the way, then call the 800 number =
and
escalate to network down emergency. You then hold for the next availa=
ble
engineer. I am pleased with the responsiveness of this approach.
d
On Wed, Sep 3, 2014 at 3:34 PM, Jon Garrison <bluegill@freeshell.org>=
wrote:
> On 3 Sep 2014, at 12:23, Jared Mauch wrote:
>
> >> On Sep 3, 2014, at 5:00 AM, Isaac Adams <isaacnanog@gmail.com> w=
rote:
> >>
> >> Hey Folks,
> >>
> >> I am trying to work out a strategy for vendor certification in o=
ur
> >> company.
> >> As a general rule, do you all fund employees certification and i=
f so
> >> what
> >> kind of levels do you try to maintain as good practice?
> >>
> >> For example. NOC staff should be JNCIA and engineering JNCIP to
> >> JNCIE?
> >>
> >> Clearly certification does not usually reflect ability but it do=
es
> >> help
> >> people feel valued and to maintain a basic level of competence.
> >
> > Cisco discriminates against customers without certification and d=
elays
> > service and support to them as a result. (e.g.: you can=E2=80=
=99t open a
> > sev 1 case online unless you are =E2=80=9CCCIE=E2=80=9D).
>
> You can however just call them and yell "Environment Down" and they=
will
> call it whatever Sev you want. There are an unending number of issu=
es
> with their online case opening "portal" however.
>
> Filling out a form online to wait a call back was never my first ch=
oice.
> Plus putting that Cisco hold music on speaker is a good way to impr=
ove
> the mood!
>
> > You likely want to have someone with this access in their account=
to
> > speed access when there are network critical issues.
> >
> > - Jared
>
--=20
Copyright 2014 Derek Andrew (excluding quotations)
+1 306 966 4808
Information and Communications Technology
University of Saskatchewan
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Typed but not read.
