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North American Network Operators Group

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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 <jdfalk@cybernothing.org> =========---------
  |   "That article and its poster have been canceled."                  |
  |                      -David B. O'Donnell, Sysadmin, America OnLine   |
 ----========== http://www.cybernothing.org/jdfalk/home.html ==========----





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