North American Network Operators Group
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Re: BCP for Abuse Desk

  • From: Valdis.Kletnieks
  • Date: Tue May 30 22:58:46 2006 
On Tue, 30 May 2006 20:51:55 CDT, you said:

> >   3d) Make sure your ToS allows nuking a spamming/abusive host.
> >   3e) Then *use* that clause in the ToS when needed.
> 
> Each of the ISP's I worked for had such a clause.  I felt it
> was a double edged sword.  The only choices were to use it or
> not to use it, and on non-clear cut cases the business side of
> a company may be reluctant to heave a paying customer out the
> door.  I would advocate service contracts that allow a graduated
> response including, but not limited to, getting rid of the 
> customer.  That way, there are penalties available even in cases
> of "unintentional" network abuse.  

As I said, "when needed".  As you correctly noted, sometimes it's
more helpful to the bottom line if it remains an unmentioned stick
while you find a carrot to wave at the customer.   If a well-phrased
phone call or two and a helpfully informative e-mail can get the problem
resolved, you obviously didn't *need* to nuke. :)

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