[79010] in North American Network Operators' Group
RE: outage/maintenance window opinion
daemon@ATHENA.MIT.EDU (Matthew Kaufman)
Mon Mar 28 12:35:26 2005
From: "Matthew Kaufman" <matthew@eeph.com>
To: "'Luke Parrish'" <lukep@centurytel.net>, <nanog@merit.edu>
Date: Mon, 28 Mar 2005 09:30:43 -0800
In-Reply-To: <6.2.0.14.0.20050328111315.11d3e330@mail.so.centurytel.net>
Errors-To: owner-nanog@merit.edu
My opinion:
For the customer, the outage starts when their service stops working* and
ends when their service starts working again. Your goal should be to make
that all happen during the maintenance window. If it doesn't, then the part
that was during the window is "planned outage" and the part that wasn't is
"unplanned outage".
Good ISPs have good explanations for, and sometimes even monetary credit,
for "unplanned outages". "Planned outages" can simply be explained by
pointing at the announced maintenance interval policy.
Matthew Kaufman
matthew@eeph.com
*Note that this can be different times for different customers, and "stops
working" means different things to different people... Some customers are
unhappy if their traffic is taking the slightly longer alternate path,
others are happy as long as they can reach CNN, even if the rest of the net
disappears.
