[44430] in North American Network Operators' Group
Re: Followup British Telecom outage reason
daemon@ATHENA.MIT.EDU (Brett Frankenberger)
Mon Nov 26 12:18:11 2001
Message-Id: <200111261620.KAA04403@rbfux.rbfnet.com>
To: nanog@merit.edu
Date: Mon, 26 Nov 2001 10:20:55 -0600 (CST)
From: "Brett Frankenberger" <rbf@rbfnet.com>
In-Reply-To: <20011126114345.A27406@semihuman.com> from "Christopher A. Woodfield" at Nov 26, 2001 11:43:45 AM
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Errors-To: owner-nanog-outgoing@merit.edu
> I'm referring to the _vendor's_ support costs - as in, you don't need as
> many people in the TAC if people don't keep running into IOS bugs; you
> don't need as large of a RMA pool if the hardware is more reliable, etc.
What percentage of TAC personnel's time is spent dealing with calls
that ultimately result in a BugID? NANOG isn't representative; mostly,
TAC exists to take calls from idiots who bought a box that they don't
know how to configure. Large network operators have a staff of people
to handle that, so when they call TAC, the box is probably broken. I
don't think that's the case with the majority of TAC cases, though.
-- Brett
