North American Network Operators Group Date Prev | Date Next | Date Index | Thread Index | Author Index | Historical Re: We have a firewall (was Re: Pakistan government orders ISPservicelevel agreement)
On Wed, 7 May 2003, Leo Bicknell wrote: > In a message written on Wed, May 07, 2003 at 05:37:18AM +0000, Christopher L. Morrow wrote: > > Calling the NOC, as I said before (which you most likely actually called > > the customer service number which isn't the NOC), is not productive > > because no one in the NOC (or customer service group) has anyway to > > This is not a knock on UUNet specifically, but does get to the real > problem. With many large providers it's not that the abuse/security > group is unresponsive, it's that you can't figure out how to contact > them, and the catch-all published numbers don't work. This is doubly > true when the company has gone to an IVR system, almost none of which > have the "I'm not a customer but I want to alert you to something > that's real important" option. There is the issue of what to do with this data also :( And filtering out the 'kook' calls (as the abuse team calls them) from 'real' calls. :( This is a significant nut to crack, in a smaller ISP where 1-5 (or some 'manageable number') does 'all that is important' things are quite different than in a multinational multithousand person company. Also, 'important' takes on different meanings in this scale also. > > I think all companies that have separated their customer/peer facing > support into multiple groups need more training on how to redirect the > call to the right group when the wrong group receives it in the first > place. Most often the person answering the phone doesn't know the > right place to redirect the call, so it appears to just be an unhelpful > support system. > This is, at UUNET, a continuing education process, as people come/go/reorg the messages get repeated up and down the pike... Sometimes we (me) forget to get my important messages out :( So, for 'security' at UUNET I suppose blame me, mostly.
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