nanog mailing list archives
Re: tech support being flooded due to IE 0day
From: Paul Vixie <vixie () vix com>
Date: 22 Sep 2006 04:54:05 +0000
joelja () uoregon edu (Joel Jaeggli) writes:
Even in an enterprise it's really hard to justify the expenditure that a rapid response to a host security problem involves. For an isp which is not likely to be in the position to recover the cost of being reactive let alone pro-active I can't imagine how they would possibly support desktop issues like this.
and yet, when i consider my nontechnical friends with their DSL and cablemodem connections, i know that if they get hit by an exploding DLL, their ISP is one of the likely places they will place a call. and then they'll carefully nav their way through what they call "voice mail hell" until they can talk to a "live operator", no matter how complex that is, no matter how many steps, and no matter how much musak-on-hold they'll have to listen to. the perfect storm is a million extra customers calling over the course of a week just to explain that they have "exploding DLL symptoms" and listen to a "live operator" tell them that this isn't a network problem and they should contact the dealer where they bought their computer, which is likely CostCo. assuming that this takes less than 60 seconds per affected customer, it's still a nasty unbudgeted expense and as a secondary burn it will make real network problems harder to report. -- ISC Training! October 16-20, 2006, in the San Francisco Bay Area, covering topics from DNS to DHCP. Email training () isc org. -- Paul Vixie
Current thread:
- Re: tech support being flooded due to IE 0day, (continued)
- Re: tech support being flooded due to IE 0day Michael . Dillon (Sep 22)
- Re: tech support being flooded due to IE 0day D'Arcy J.M. Cain (Sep 22)
- Re: tech support being flooded due to IE 0day Richard A Steenbergen (Sep 21)
- Re: tech support being flooded due to IE 0day Michael . Dillon (Sep 22)
- RE: tech support being flooded due to IE 0day Lincoln Dale (Sep 22)
- [Closed-Dead-OT-CloseMe]Re: tech support being flooded due to IE 0day Myke Lyons (Sep 22)
- Re: tech support being flooded due to IE 0day Pete Templin (Sep 22)
- Re: tech support being flooded due to IE 0day Barry Shein (Sep 22)
- Re: tech support being flooded due to IE 0day Joel Jaeggli (Sep 21)
- Re: tech support being flooded due to IE 0day Gadi Evron (Sep 21)
- Re: tech support being flooded due to IE 0day Paul Vixie (Sep 21)
- Re: tech support being flooded due to IE 0day Joel Jaeggli (Sep 21)
- Re: tech support being flooded due to IE 0day Sean Donelan (Sep 21)
- Re: tech support being flooded due to IE 0day Paul Vixie (Sep 22)
- Microsoft Support (was Re: tech support being flooded due to IE 0day) Sean Donelan (Sep 22)
- Re: tech support being flooded due to IE 0day Robert Snyder (Sep 21)