Re: Attacks from poneytelecom.eu

[Michael Crapse <michael () wi-fiber io>]

I've never dealt with a support queue that resolved the issue faster than a
direct contact.

On 4 January 2018 at 09:12, <valdis.kletnieks () vt edu> wrote:

> On Thu, 04 Jan 2018 09:33:51 -0500, William Herrin said:
>
> > Why anyone thinks it's acceptable for the form submission to vanish in to
> > the faceless support queue is more of a quandary. The form submission
> > should provide a case number, the individual to whom it is assigned,
> direct
> > contact information for that individual and a promise that your report
> will
> > receive a response.
>
> The very real problem with direct contact info is that people latch onto
> it.
> Then, if there's another issue the person will bypass your form submission,
> send a direct e-mail - which would then not be dealt with if that
> particular
> person wasn't working, for reasons ranging from vacation to no longer being
> with the provider in an abuse desk role.
>
> Been there, done that.  Been out of the country and offline for 36 hours,
> reconnect and there's a user with a problem that would have been dealt
> with 36 hours earlier if they had sent it to our help desk instead of to me
> directly.