[44435] in North American Network Operators' Group
Re: Followup British Telecom outage reason
daemon@ATHENA.MIT.EDU (Alex Bligh)
Mon Nov 26 19:19:11 2001
Date: Tue, 27 Nov 2001 00:18:30 -0000
From: Alex Bligh <alex@alex.org.uk>
Reply-To: Alex Bligh <alex@alex.org.uk>
To: "Christopher A. Woodfield" <rekoil@semihuman.com>,
jerry scharf <scharf@vix.com>
Cc: nanog@merit.edu, Alex Bligh <alex@alex.org.uk>
Message-ID: <12257849.1006820309@[195.224.237.69]>
In-Reply-To: <20011126114345.A27406@semihuman.com>
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--On Monday, 26 November, 2001 11:43 AM -0500 "Christopher A. Woodfield"
<rekoil@semihuman.com> wrote:
> 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.
>
> As the vendor would most likley decline to pass these savings along to
> the customer, I would see this as a profit opportunity for the vendor.
>1 well known vendors enjoy publishing to their victims^Wcustomers
just how often they use their support channel, in order to provide
justification (large usage) for the large support invoices they send
in each quarter. To be fair, one of the above (at least) has now
worked out it's a good idea to break this out by support request
type.
Alex Bligh
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