[30141] in North American Network Operators' Group
Re: Different customer service reactions (was Re: Wanted: Clueful
daemon@ATHENA.MIT.EDU (Sean Donelan)
Sun Jul 16 20:37:58 2000
Date: 16 Jul 2000 17:35:55 -0700
Message-ID: <20000717003555.4856.cpmta@c004.sfo.cp.net>
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To: nanog@merit.edu
From: Sean Donelan <sean@donelan.com>
Errors-To: owner-nanog-outgoing@merit.edu
On Sun, 16 July 2000, Alex Bligh wrote:
> 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.
Some NOCs won't open a trouble ticket for *customers* for another
part of the same company. I've had trouble getting Sprintlink to
troubleshoot problems with Sprint ICM. Sprintlink told me to
call ICM, ICM told me I should call Sprint. So if you won't open
trouble tickets for customers, peers or upstreams who will you
open a trouble ticket for?
Why does GlobalCenter tell people to call AT&T instead of GlobalCenter
contacting AT&T directly? IOPS tried to set up a common trouble ticket
system between its members. But I don't know how much use it gets.
