[30130] in North American Network Operators' Group
Re: Different customer service reactions (was Re: Wanted: Clueful
daemon@ATHENA.MIT.EDU (Alex Bligh)
Sun Jul 16 09:14:04 2000
From: Alex Bligh <amb@gxn.net>
To: Sean Donelan <sean@donelan.com>
Cc: nanog@merit.edu
In-reply-to: Your message of "16 Jul 2000 04:24:54 PDT."
<20000716112454.11015.cpmta@c004.sfo.cp.net>
Mime-Version: 1.0
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Date: Sun, 16 Jul 2000 14:11:46 +0100
Message-Id: <E13DoCw-00032Y-00@sapphire.noc.gxn.net>
Errors-To: owner-nanog-outgoing@merit.edu
Many organizations refuse to open tickets for arbitary third
parties because otherwise one risks doing the support for ones
more slovenly downstreams' customers. Given over 90% of NOC
calls are not issues the NOC can or should handle, placing
some form of limit on resource given to unknown third parties
is normally a useful way of ensuring your customers get
better service.
I guess argues for the 'hop-by-hop' methodology of interprovider
cooperation and problem resolution. However, given there are
some NOC's who won't open a trouble ticket for *peers*, or
(sometimes amusingly) for *upstreams*, perhaps this is a
broken metaphor.
Bypass on first-line clue detection is useful. We find
'I am calling from ASnnnn' works well, especially when
the NOC response goes 'Q: what's an AS? A: Ask your supervisor'.
--
Alex Bligh
VP Core Network, Concentric Network Corporation
(formerly GX Networks, Xara Networks)
