[mailto:karim.a...@gmail.com javascript:;]
Sent: Thursday, February 14, 2013 2:16 PM
To: Andrew Latham
Cc: NANOG list
Subject: Re: Quantifying the value of customer support
I used to think that these kind of situations take place when a manager
was never an engineer so he does not understand how
the experience.
Dave
-Original Message-
From: Kasper Adel [mailto:karim.a...@gmail.com javascript:;]
Sent: Thursday, February 14, 2013 2:16 PM
To: Andrew Latham
Cc: NANOG list
Subject: Re: Quantifying the value of customer support
I used to think that these kind of situations take place when
On Feb 14, 2013 12:58 PM, Kasper Adel karim.a...@gmail.com wrote:
We are a 2nd level of escalation in a service provider,
trying to put a $ value on the support we give to
our NOC and other implementation teams,
when they email us about problems they face.
Hi Kasper,
Support is about
On Thu, Feb 14, 2013 at 3:52 PM, Kasper Adel karim.a...@gmail.com wrote:
Hello,
We are a 2nd level of escalation in a service provider, trying to put a $
value on the support we give to our NOC and other implementation teams,
when they email us about problems they face. But we are merely bits
Hey,
So usually this is done by the business unit leaders. At ATT people used to
call it pushing the wastebasket. The idea is that each department runs as a
separate business and in order to evaluate the business you debit and credit
departments as if they were counterparties in a trade.
I used to think that these kind of situations take place when a manager was
never an engineer so he does not understand how things work but i was
surprised when i faced these from managers with an intense engineering
career so i gave up on trying to give conceptual excuses and want to just
give
I would think your $ value would be calculated by a few factors.
1. How much would it cost to train and hire NOC guys that do what you
do today vs. using outsourced support for those issues or going to a
higher level team.
2. How much longer would SLA affecting problems take to solve without
On Feb 14, 2013, at 4:00 PM, Kasper Adel karim.a...@gmail.com wrote:
Hello,
We are a 2nd level of escalation in a service provider, trying to put a $
value on the support we give to our NOC and other implementation teams,
when they email us about problems they face. But we are merely bits
To: Andrew Latham
Cc: NANOG list
Subject: Re: Quantifying the value of customer support
I used to think that these kind of situations take place when a manager was
never an engineer so he does not understand how things work but i was surprised
when i faced these from managers with an intense
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