On Mon, Sep 15, 2025 at 9:19 AM Tom Beecher via NANOG <[email protected]> wrote:
> > > > *nods* Well, and that's the rub. Their expectations don't match any > > Internet SLA I've ever seen, much less for standard broadband. However, > > simply telling the customer that we're within our SLA or proving it's not > > our fault doesn't do much to enhance customer satisfaction and thus > doesn't > > help our reputation. Hearing from others that the broadcast industry has > > already figured this problem out and sends the same stream via multiple > > paths is a big help in getting us going in the right direction. > > > If we assume that these 6 1s interruptions are actually the fault of the > network providing the connectivity, then you're already much better than 6 > 9s of reliability, as Jay said. You'd be hard pressed to get much better. > But again, without technical proof here that the network service itself is > actually the cause of the issue, you're kind of in the tall grass still. > > We had broadcast video teams internally years ago that would come to us > with all kinds of similar 'small burp' problems, and blame the network for > it. In 95% of cases, the problem turned out to be their equipment or > applications doing it to themselves. Had nothing to do with the network at > all. Hundreds of hours were sunk proving that. > The flip side to that, though, is the 5% of the time when it turns out to be misunderstood queue handling on a particular type of linecard when it is configured with non-default queue parameters and microbursts hit the linecard buffers...and after hundreds of hours of debugging, it really does turn out to be a network problem. The customer always remembers that 5%, and comes back wagging the finger at the network for every hiccup, conveniently forgetting the other 95% of the times when it wasn't the network. ^_^;; > > You don't have to meet every expectation of every subscriber. It's totally > fair for you to say "It appears as if the service we provide may not be > suitable for your needs. We'd be happy to continue to provide you services, > but it may be beneficial for you to investigate other options." Reasonable > people will respect that. Unreasonable people stomp their feet and yell, > but those people are going to stomp their feet and yell no matter what. > > Also known as the "here is your SLA credit refund for the 1 second of lost traffic. We're so sorry. Please don't spend it all at once." answer. ;) Matt _______________________________________________ NANOG mailing list https://lists.nanog.org/archives/list/[email protected]/message/RYPG5FOB7QVTLBRGAALQGA7SHZUZB4HB/
