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<TITLE>RE: Help with bad announcement from UUnet</TITLE>
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<P><FONT SIZE=2>I would generally agree that non-paying customers should not get top-shelf service, but when it is someone with clue calling (your people should be able to tell, they should be clueful to a degree) about an issue that is being sourced from your network, or transits your network, is it not an issue that you should be involved in anyway?</FONT></P>
<P><FONT SIZE=2>Why wait for the call from your upstream when you can get a jump on the problem?</FONT>
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<P><FONT SIZE=2>James H. Smith II NNCDS NNCSE</FONT>
<BR><FONT SIZE=2>Systems Engineer</FONT>
<BR><FONT SIZE=2>The Presidio Corporation</FONT>
<BR><FONT SIZE=2>Yeah, I know, top-posting is frowned upon. I have other bad habits...</FONT>
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<P><FONT SIZE=2>-----Original Message-----</FONT>
<BR><FONT SIZE=2>From: fingers [<A HREF="mailto:fingers@fingers.co.za">mailto:fingers@fingers.co.za</A>]</FONT>
<BR><FONT SIZE=2>Sent: Friday, March 29, 2002 11:51 AM</FONT>
<BR><FONT SIZE=2>To: Leo Bicknell</FONT>
<BR><FONT SIZE=2>Cc: nanog@merit.edu</FONT>
<BR><FONT SIZE=2>Subject: Re: Help with bad announcement from UUnet</FONT>
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<P><FONT SIZE=2>Hi</FONT>
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<P><FONT SIZE=2>> Note that in both cases, b0rken-noc takes a single call, so their</FONT>
<BR><FONT SIZE=2>> load is unchanged. The second case adds a call to both my-upstream-noc,</FONT>
<BR><FONT SIZE=2>> and b0rken-noc-upstream-noc.</FONT>
<BR><FONT SIZE=2>></FONT>
<BR><FONT SIZE=2>> It would seem going direct would put a lower load on NOC's in general,</FONT>
<BR><FONT SIZE=2>> which presumably would let them spend more time on problems and provide</FONT>
<BR><FONT SIZE=2>> better service.</FONT>
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<P><FONT SIZE=2>surely a noc's first responsability is to direct customers? even if the</FONT>
<BR><FONT SIZE=2>other network experiencing the problem may affect said customer, the</FONT>
<BR><FONT SIZE=2>service is not just about connectivity, but also about trying to deal with</FONT>
<BR><FONT SIZE=2>calls in the best possible manner. if more time were spent on</FONT>
<BR><FONT SIZE=2>non-customers, a paying customer would end up losing out on that warm</FONT>
<BR><FONT SIZE=2>fuzzy feeling when his call is answered promptly, the person he speaks to</FONT>
<BR><FONT SIZE=2>actually listens, and his general experience interacting with the noc is</FONT>
<BR><FONT SIZE=2>something he doesn't walk away from feeling cheated.</FONT>
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<P><FONT SIZE=2>Regards</FONT>
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<P><FONT SIZE=2>--Rob</FONT>
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