nanog mailing list archives
RE: Question about SLAs
From: "Fox,Thomas" <tfox () expertsmi com>
Date: Fri, 9 Feb 2007 08:32:10 -0500
I have a couple of suggestions: 1. Document, document, document. We use our internal ticketing system to document carrier issues, and actually have a "customer" created for each of our circuits, so that the history is readily available on a circuit-by-circuit basis. 2. Call trouble tickets in for everything, and record the ticket numbers. Follow up, get names, etc. All the stuff we know we should do, but often times forget to do in the heat of the moment. 3. Pay all of your bill except for the disputed portion. Include with every payment a "SLA CREDIT REQUEST" form that you complete, detailing the reasons why you feel you are owed a credit, including the ticket history, etc. Then, every month, include that documentation, and copies of all other correspondence you've sent... until it is resolved. 4. Don't hesitate to escalate your issues up the chain. A simple: "I'm getting no where with you and need to speed to someone more senior" sometimes works. I've also used, with varying degrees of success, "Let's get someone higher up than you on the phone, because I doubt you're paid enough to deal with the crap I'm about to dish out." 5. If they're reasonably close (and this has worked wonders for me!), gather up all your documentation, and take a day trip to their office. It is pretty hard to ignore you when you're sitting in their lobby. 6. If all else fails, sue them. We did this very successfully against MCI, got a TRO, then an injunction, and finally reached a settlement that included the credits we were due as well as a cash payment because of our grief and aggravation. Best of luck, --tlf
Current thread:
- Question about SLAs Barry Shein (Feb 08)
- RE: Question about SLAs Chad Skidmore (Feb 08)
- Re: Question about SLAs Valdis . Kletnieks (Feb 08)
- RE: Question about SLAs Chad Skidmore (Feb 08)
- RE: Question about SLAs Fox,Thomas (Feb 09)
- Re: Question about SLAs Joseph S D Yao (Feb 09)
- RE: Question about SLAs Barry Shein (Feb 09)
- Re: Question about SLAs Valdis . Kletnieks (Feb 08)
- <Possible follow-ups>
- RE: Question about SLAs Fergie (Feb 08)
- RE: Question about SLAs michael.dillon (Feb 09)
- RE: Question about SLAs Fox,Thomas (Feb 09)
- Re: Question about SLAs Steve Rubin (Feb 09)
- Re: Question about SLAs Deepak Jain (Feb 09)
- Re: Question about SLAs Todd Vierling (Feb 11)
- RE: Question about SLAs Barry Shein (Feb 09)
- RE: Question about SLAs michael.dillon (Feb 09)
(Thread continues...)
- RE: Question about SLAs Chad Skidmore (Feb 08)