nanog mailing list archives
Re: What to do when your ISP off-shores tech support
From: Andy Davidson <andy () nosignal org>
Date: Sat, 27 Dec 2008 19:58:07 +0000
On 27 Dec 2008, at 05:59, JF Mezei wrote:
The problem with oursourced first level support is that they are totally disconnected from real time operations and wouldn't be aware of problems that network engineers are currently working on.
That's a problem with a lot of internal first line teams too..Offshore and outsource are different things, and when done right are irrelevant to the quality of service delivered. A willingness to offshore means you can deliver follow-the-sun NOC or support service, which can drive down delivery costs and health/safety risks for the organisation and drive up service quality by meaning that callers reach someone alert and awake ;-). Outsourcing offshore service makes it cheap and easy to do that.
Doing this well relies on building a process, and actually a different process for each network being supported, though I don't want to give away all the hints that I learned the hard way !
Andy
Current thread:
- Re: What to do when your ISP off-shores tech support, (continued)
- Re: What to do when your ISP off-shores tech support Jay Hennigan (Dec 27)
- Re: What to do when your ISP off-shores tech support Robert E. Seastrom (Dec 29)
- Re: What to do when your ISP off-shores tech support JF Mezei (Dec 26)
- Re: What to do when your ISP off-shores tech support david raistrick (Dec 26)
- Re: What to do when your ISP off-shores tech support Martin List-Petersen (Dec 27)
- Re: What to do when your ISP off-shores tech support Matthew Black (Dec 28)
- Re: What to do when your ISP off-shores tech support Seth Mattinen (Dec 28)
- Re: What to do when your ISP off-shores tech support Martin List-Petersen (Dec 28)
- RE: What to do when your ISP off-shores tech support Skywing (Dec 28)
- Re: What to do when your ISP off-shores tech support Martin List-Petersen (Dec 28)
- Re: What to do when your ISP off-shores tech support Andy Davidson (Dec 27)
- Re: What to do when your ISP off-shores tech support Steven M. Bellovin (Dec 27)
- RE: What to do when your ISP off-shores tech support Richey (Dec 27)
- RE: What to do when your ISP off-shores tech support Frank Bulk - iName.com (Dec 25)
- Re: What to do when your ISP off-shores tech support Martin Hannigan (Dec 25)
- Re: What to do when your ISP off-shores tech support Mark Foster (Dec 25)
- Re: What to do when your ISP off-shores tech support Todd Vierling (Dec 26)
- Re: What to do when your ISP off-shores tech support Martin Hannigan (Dec 26)
- Re: What to do when your ISP off-shores tech support Matthew Moyle-Croft (Dec 26)
- Re: What to do when your ISP off-shores tech support Andrew Matthews (Dec 26)