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North American Network Operators Group Date Prev | Date Next | Date Index | Thread Index | Author Index | Historical Re: tech support being flooded due to IE 0day
[email protected] (Joel Jaeggli) writes: > Even in an enterprise it's really hard to justify the expenditure that a > rapid response to a host security problem involves. For an isp which is > not likely to be in the position to recover the cost of being reactive > let alone pro-active I can't imagine how they would possibly support > desktop issues like this. and yet, when i consider my nontechnical friends with their DSL and cablemodem connections, i know that if they get hit by an exploding DLL, their ISP is one of the likely places they will place a call. and then they'll carefully nav their way through what they call "voice mail hell" until they can talk to a "live operator", no matter how complex that is, no matter how many steps, and no matter how much musak-on-hold they'll have to listen to. the perfect storm is a million extra customers calling over the course of a week just to explain that they have "exploding DLL symptoms" and listen to a "live operator" tell them that this isn't a network problem and they should contact the dealer where they bought their computer, which is likely CostCo. assuming that this takes less than 60 seconds per affected customer, it's still a nasty unbudgeted expense and as a secondary burn it will make real network problems harder to report. -- ISC Training! October 16-20, 2006, in the San Francisco Bay Area, covering topics from DNS to DHCP. Email [email protected] -- Paul Vixie
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