We have a firewall (was Re: Pakistan government orders ISPservice level agreement)

Leo Bicknell bicknell at ufp.org
Wed May 7 17:02:25 UTC 2003

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.

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.

       Leo Bicknell - bicknell at ufp.org - CCIE 3440
        PGP keys at http://www.ufp.org/~bicknell/
Read TMBG List - tmbg-list-request at tmbg.org, www.tmbg.org
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