North American Network Operators Group
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Re: Followup British Telecom outage reason
- From: Brett Frankenberger
- Date: Mon Nov 26 12:19:50 2001
> I'm referring to the _vendor's_ support costs - as in, you don't need as
> many people in the TAC if people don't keep running into IOS bugs; you
> don't need as large of a RMA pool if the hardware is more reliable, etc.
What percentage of TAC personnel's time is spent dealing with calls
that ultimately result in a BugID? NANOG isn't representative; mostly,
TAC exists to take calls from idiots who bought a box that they don't
know how to configure. Large network operators have a staff of people
to handle that, so when they call TAC, the box is probably broken. I
don't think that's the case with the majority of TAC cases, though.
-- Brett
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