RE: Help with bad announcement from UUnet

• From: James Smith
• Date: Fri Mar 29 12:10:23 2002

I would generally agree that non-paying customers should not get top-shelf service, but when it is someone with clue calling (your people should be able to tell, they should be clueful to a degree) about an issue that is being sourced from your network, or transits your network, is it not an issue that you should be involved in anyway?

Why wait for the call from your upstream when you can get a jump on the problem?

James H. Smith II NNCDS NNCSE
Systems Engineer
The Presidio Corporation
Yeah, I know, top-posting is frowned upon. I have other bad habits...

-----Original Message-----
From: fingers [mailto:[email protected]]
Sent: Friday, March 29, 2002 11:51 AM
To: Leo Bicknell
Cc: [email protected]
Subject: Re: Help with bad announcement from UUnet

Hi

> Note that in both cases, b0rken-noc takes a single call, so their
> load is unchanged.  The second case adds a call to both my-upstream-noc,
> and b0rken-noc-upstream-noc.
>
> It would seem going direct would put a lower load on NOC's in general,
> which presumably would let them spend more time on problems and provide
> better service.

surely a noc's first responsability is to direct customers? even if the
other network experiencing the problem may affect said customer, the
service is not just about connectivity, but also about trying to deal with
calls in the best possible manner. if more time were spent on
non-customers, a paying customer would end up losing out on that warm
fuzzy feeling when his call is answered promptly, the person he speaks to
actually listens, and his general experience interacting with the noc is
something he doesn't walk away from feeling cheated.

Regards

--Rob

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