[32202] in North American Network Operators' Group
Re: UUNET security contacts
daemon@ATHENA.MIT.EDU (Christopher L. Morrow)
Tue Nov 14 14:09:26 2000
Date: Tue, 14 Nov 2000 14:04:01 -0500 (EST)
From: "Christopher L. Morrow" <cmorrow@UU.NET>
To: Ariel Biener <ariel@fireball.tau.ac.il>
Cc: Simon Leinen <simon@limmat.switch.ch>,
David Harmelin <david.harmelin@dante.org.uk>, nanog@merit.edu
In-Reply-To: <Pine.LNX.4.21_heb2.09.0011141924160.22305-100000@fireball.tau.ac.il>
Message-ID: <Pine.GSO.4.20.0011141400250.10272-100000@csserve0.corp.us.uu.net>
MIME-Version: 1.0
Content-Type: TEXT/PLAIN; charset=US-ASCII
Errors-To: owner-nanog-outgoing@merit.edu
Ariel,
As most (all?) ISP's we do track tickets via 'some automated
system'. However, when dealing with live incidents there is no substitute
for a phone call. Your issue is handled much quicker if you call in
because it's not waiting on email, ticket creation and handling by the
ticket system. Now that you have included your upstream directly in this
ocnversation I hope they follow the procedures outlined previously to help
you help us to resolve your issues in the future.
--Chris
#######################################################
## UUNET Technologies, Inc. ##
## Manager ##
## Customer Router Security Engineering Team ##
## (W)703-289-8479 (C)703-283-3734 ##
#######################################################
On Tue, 14 Nov 2000, Ariel Biener wrote:
>
> On 14 Nov 2000, Simon Leinen wrote:
>
>
> UUnet should really get a database based ticket trouble system for these
> things, you can't expect to have 10000 ppl on the phone. This sytem will
> ask you for your name, phone, e-mail, and details, and they tickets will
> be dealt with using some kind of severity based scheme by the NOC, or
> network engineers.
>
> Having to call, although it's their policy, is kind of lame for a NSP of
> such enormous size.
>
> my 2 cents,
>
> --Ariel
>
>
> --
> Ariel Biener
> e-mail: ariel@post.tau.ac.il Work phone: 03-6406086
> fingerprint = 07 D1 E5 3E EF 6D E5 82 0B E9 21 D4 3C 7D 8B BC
>
>
