RE: AT&T Broadband

[Kevin Gannon <kgannon () lancomms ie>]

Maybe I should ask a question in reverse, many of
you operate a public network. How does your support
process differ, have you ever tried ringing your
own front line support desk with a problem ?

How many of you provide direct access to the NOC to
particular customers ?

How do you decide a customer should have direct NOC
contact ?

With all the talk about AT&T I decided to ring my
own support desk. We dont operate a public network
so the call volume should be low and there should
always be at least one tier 3 support person present.
Let me just say it was interesting......

Regards,
Kevin

-----Original Message-----
From: owner-nanog () merit edu [mailto:owner-nanog () merit edu]On Behalf Of
Miles Fidelman
Sent: 21 December 2001 11:39
To: Miles Fidelman; nanog () merit edu
Subject: Re: AT&T Broadband



On Fri, 21 Dec 2001, Peter Galbavy wrote:

> This is probably because the people you talk to are employed by an 'out
> sourced' call centre company who has at some point in the past sat down
with
> their client and built a call flow chart with all the things that these
> people should say, ask and do.

good point - though, of course, one would expect better from AT&T

I remember the legal process for transferring ownership of the system
ffrom MediaOne to AT&T - AT&T swore up and down how they were going to
bring so much more technical, operational, managerial, and financial
expertise and strength to the system than MediaOne ever could - what a
hoot

I guess I'm still spoiled from all those years I spent at BBN - building
and supporting large networks for various government agencies and
corporations - folks who actually cared about building serious network
support organizations.

Sigh..

Miles

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Director, Municipal Telecommunications
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mfidelman () civicnet org                           http://civic.net/ccn.html

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