Support for End User Services

Keith Stokes keiths at
Sat Feb 20 17:36:17 UTC 2021

I’ve always used wording such as “I’m contacting you on behalf of so-and-so.” If they ask further I usually tell them I’m a consultant.

On Feb 20, 2021, at 11:29 AM, Mike Hammett <nanog at<mailto:nanog at>> wrote:

Leave aside any conversation about whether the business has the ability (or approval) to pay for it or not.

Is it appropriate for organizations that provide services to end-users to require that you are a paying customer to contact their support?

Is it appropriate to pretend to be your complaining customer to get support on network-level issues (IP Geolocation, false VPN notices, buffering, despite a clean path to their CDN, etc.)?

Mike Hammett
Intelligent Computing Solutions<>
Midwest Internet Exchange<>
The Brothers WISP<>
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