BCP Question: Handling trouble reports from non-customers

Owen DeLong owen at delong.com
Fri Sep 1 16:26:41 UTC 2006

I think my previous post may have touched on a more global issue.

Given the number of such posts I have seen over time, and, my  
experiences trying to
report problems to other ISPs in the past, it seems to me that a high  
percentage of
ISPs, especially the larger ones, simply don't allow for the  
possibility of a non-customer
needing to report a problem with the ability to reach one of their  

I'm curious how people feel about this.  As I see it, there are a  
number of possible

1.	Don't help the person at all.  Tell them to contact the customer  
they are
	trying to reach and have the customer report the problem.  This seems,
	by far, to be the most popular approach in my experience, but, it makes
	for a very frustrating experience to the person reporting the problem.

2.	Accept any trouble report and attempt to resolve it or determine  
that it
	is outside of your network.  This approach is the least frustrating  
to the
	end user, but, probably creates a resource allocation and cost problem.

3.	Have a procedure for triage which allows a quick determination if the
	problem appears to be within your network.  Using that procedure,
	reject problems which appear to be outside of your network while
	accepting problems that appear to be within your network.

It seems to me that option 3 probably poses the best cost/benefit  
but, it is the approach least taken from my observations.  So, I figured
I'd try and start a discussion on the topic and see what people thought.

Feel free to comment on list or directly to me (I'll summarize), but,  
if you
want to tell me I'm off-topic or whatever, please complain directly  
to me
without bothering the rest of the people on the list.  I believe that  
is an operational issue within scope of Nanog, but, I can see the
argument that it's a business practices question instead.


-------------- next part --------------
A non-text attachment was scrubbed...
Name: PGP.sig
Type: application/pgp-signature
Size: 186 bytes
Desc: This is a digitally signed message part
URL: <http://mailman.nanog.org/pipermail/nanog/attachments/20060901/867d5a01/attachment.sig>

More information about the NANOG mailing list