nanog mailing list archives
Re: What to do when your ISP off-shores tech support
From: "Martin Hannigan" <martin () theicelandguy com>
Date: Fri, 26 Dec 2008 17:16:03 -0500
On Fri, Dec 26, 2008 at 2:14 PM, Todd Vierling <tv () pobox com> wrote:
On Fri, Dec 26, 2008 at 2:01 AM, Mark Foster <blakjak () blakjak net> wrote:
All of the above is solely my opinion, and definitely represents an experience-diluted version of my personal ideals. While I generally agree from a business perspective that offshoring of operations can be a lucrative cost-cutting measure, the key problem in most such arrangements is that the operations and systems (hardware/software/networks as applicable) are not *all* offshored at once. When these bits do not exist in relatively close proximity to each other, communications between their responsible folks grinds to a halt.
Thanks, this makes sense. I'm not sure if I support off shoring or not as related to quality, but there is certainly a a business case to to be made supporting it as this thread ending up pointing out. There are trade offs which matter more to some than others. Overall, my own off shoring experience is a mixed bag. United Airlines does it and I usually suspect they are off shored when bad recommendations for reservations or changes are relayed and I end up asking the possibly off shore agents to make no changes and let me get online or stand in line to get it done right. Cisco does this and while I haven't spoken to the Belgium TAC in some time, it was pretty darn good and an example of how to do it right. YMMV, Martin -- Martin Hannigan martin () theicelandguy com p: +16178216079
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 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)
- RE: What to do when your ISP off-shores tech support Tomas L. Byrnes (Dec 24)
- Re: What to do when your ISP off-shores tech support Matthew Black (Dec 24)
- Re: What to do when your ISP off-shores tech support Etaoin Shrdlu (Dec 24)
- Re: What to do when your ISP off-shores tech support Matthew Black (Dec 24)
- RE: What to do when your ISP off-shores tech support Michael K. Smith - Adhost (Dec 24)