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Re: Vendor Support Clue/NOC Clue
- From: J.D. Falk
- Date: Mon Jun 28 19:38:55 1999
On 06/25/99, "Forrest W. Christian" <forrestc@iMach.com> wrote:
> Here's the real thinker.... Is there a way that a company could set up
> their support lines so that "normal customers" get "1st level support
> reps" and "advanced (clueful) customers" get "2nd or higher level support
> reps"? Every time I think of an option, I can see a fatal flaw.
> Separate numbers would be abused. Certifications are expensive and mean
> nothing. And so on. There HAS to be a solution, we just haven't thought
> of it yet.
I used to work for a company which had (for historical
reasons) both dialup and dedicated (leased line) customers.
The dialup customers would call dialup support; the dedicated
customers and our peers were supposed to call the NOC.
These days, many companies make it very hard to find their
NOC number -- probably for fear of irate dialup users tying
up the phone lines. This also makes it difficult for peers
to find somebody smart enough to understand the phrase "I'm
not a customer, we peer with you" -- or, often more urgent,
"I'm not a customer, but one of your customers is attacking
one of my customers."
---------========== J.D. Falk <email@example.com> =========---------
| "That article and its poster have been canceled." |
| -David B. O'Donnell, Sysadmin, America OnLine |
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