[24420] in North American Network Operators' Group
Re: Vendor Support Clue/NOC Clue
daemon@ATHENA.MIT.EDU (J.D. Falk)
Mon Jun 28 19:38:12 1999
Date: Mon, 28 Jun 1999 16:36:32 -0700
From: "J.D. Falk" <jdfalk@cybernothing.org>
To: "Forrest W. Christian" <forrestc@iMach.com>
Cc: nanog@merit.edu
Mail-Followup-To: "Forrest W. Christian" <forrestc@iMach.com>,
nanog@merit.edu
In-Reply-To: <Pine.BSF.3.96.990625233915.21380B-100000@workhorse.iMach.com>; from Forrest W. Christian on Sat, Jun 26, 1999 at 12:10:50AM -0600
Errors-To: owner-nanog-outgoing@merit.edu
On 06/25/99, "Forrest W. Christian" <forrestc@iMach.com> wrote:
> Here's the real thinker.... Is there a way that a company could set up
> their support lines so that "normal customers" get "1st level support
> reps" and "advanced (clueful) customers" get "2nd or higher level support
> reps"? Every time I think of an option, I can see a fatal flaw.
> Separate numbers would be abused. Certifications are expensive and mean
> nothing. And so on. There HAS to be a solution, we just haven't thought
> of it yet.
I used to work for a company which had (for historical
reasons) both dialup and dedicated (leased line) customers.
The dialup customers would call dialup support; the dedicated
customers and our peers were supposed to call the NOC.
These days, many companies make it very hard to find their
NOC number -- probably for fear of irate dialup users tying
up the phone lines. This also makes it difficult for peers
to find somebody smart enough to understand the phrase "I'm
not a customer, we peer with you" -- or, often more urgent,
"I'm not a customer, but one of your customers is attacking
one of my customers."
---------========== J.D. Falk <jdfalk@cybernothing.org> =========---------
| "That article and its poster have been canceled." |
| -David B. O'Donnell, Sysadmin, America OnLine |
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