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RE: 24x7 Support Strategies
This topic interests me very much, and I had a BOF about staff development at the Montreal meeting in 1999. I remember some of the details, and, while I am no longer generally doing course development, I have some pretty strong ideas of what reasonably constitutes a proper training sandbox for a major ISP. If anyone would like to discuss this, pleae feel free to contact me offline. If there's a use for a separate mailing list or summaries to NANOG, I'd be happy to try to organize it. -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Sam Stickland Sent: Thursday, June 14, 2007 5:33 AM Cc: NANOG list Subject: Re: 24x7 Support Strategies All, Thanks for the replies that have started rolling in. They've made me realise I should have added an additional question for clarity. Does anyone have any CCIE (or equivalent technical ability) staff on a 24x7 shift? What about CCIE level staff on an on-call rota with a garanteed response time? How about CCNP? If people could also give an identication of the size of their organisation/network it would be useful. Sam Sam Stickland wrote: > > Hi, > > I'm wondering how different organisations structure their 24x7 network > operations? We are undergoing some restructuring here and it would be > interesting for us to know how other large enterprises and service > providers arrange this. We are particulary interested in service > providers. (Currently we have an enterprise that is slowly morphing > into more of a service provider setup). I'll summarise back to the > list, after removing any identifying details. > > These questions specifically refer to network staff, as opposed to any > general Ops team. > > Do you have 24x7 staff on site? > What level of technical ability do the on-site staff have? > What shift patterns do the 24x7 staff use? > > Do you have a response time for on-call staff, by which time they must > be VPN'ed into the network? > What level of techincal ability do the first line on-call staff have? > Do you have an official escalation system if the first-line on-call > staff do not have the required techincal ability? > Do the staff on on-call escalation have a required response time, by > which time they must be VPN'ed into the network? > Do the staff on on-call escalation rota the on-call responsibilities? > Do the on-call staff receive additional benefits or compensation for > being on-call?