Re: Krebs on Security booted off Akamai network after DDoS attack proves pricey

[Jared Mauch <jared () puck nether net>]

> On Sep 27, 2016, at 10:48 AM, Brielle Bruns <bruns () 2mbit com> wrote:
>
> You start cutting off users or putting them into a walled garden until they fix their machines, and they will start 
> caring.

Wait until the user who claims perfection gets on the phone, etc.

We had a network outage that caused a customer to go down, but they couldn’t sort it as they had two links to our 
network.

Turns out they didn’t advertise the same routes on both links, and when I explained this to them they got very quiet on 
the phone.  (It was a conference call with a lot of senior leadership on both sides involved).  I asked if they wanted 
to correct the error so I could validate that it was fixed and they quickly went away.  The tone before that point of 
the call was quite different.

Residential customers can be far worse.  I’ve heard of users clicking “I cleaned my stuff” to get out of the portal 
nearly 200x because they are trained to “Click to accept” everything else.  This in no way shocks me, nor can everyone 
understand the complex error messages that computers provide.  I myself end up searching for obscure error messages 
often due to hardware or software failures in $dayjob as well as supporting friends and family around me.

End-users can be a unique problems to work with.

- jared