Re: Best TAC Services from Equipment Vendors
On Wed, 6 Mar 2024 at 22:57, michael brooks - ESC wrote: > Funny you should mention this now, we were just discussing (more like > lamenting...) if support is a dying industry. It seems as though vendor > budgets are shrinking to the point they only have a Sales/Pre-Sales > department, and from Day Two on you are on your own. Dramatic take of course, > but if we are speaking in trajectories My personal experience extending in three different decades is that there is no meaningful change in support quality or amount of issues encountered. Support quality has always been very modest, unless you specifically pay to have access to named engineers. And this is not because quality of the engineers changes, this is because vast majority of support cases are useless cases, and to handle this massive volume support tries to assume which support cases are legitimate problems, which are PEBKAC and in which cases the user already solved their problem by the time you read their ticket and will never respond back. The last case is so common that every first-line adopts the strategy of 'pinging' you, regardless how good and clear information you provide, they ask some soft-ball question, to see if you're still engaged. Having a named engineer changes this process, because the engineer will quickly learn that you don't open useless cases, that the issue you're having is legitimate, and will actually read the ticket and think about the problem. To me this seems an inevitable outcome, if your product is popular, most of its users are users who don't do their homework and do not respect the support line's time, which ends up being a disservice to the whole ecosystem, because legitimate problems will take longer to fix, or in case of open source software, authors just burn out and kill the project. What shocks me more than the low quality support is the low quality software, decades pass along, and everyone still is having show-stopper level of issues in basic functions on a regular basis, the software quality is absolutely abysmal. I fear low software quality is organically market-driven, no one is trying to make poor NOS, it's just market incentives drive poor quality NOS. When no one has high quality NOS, there is no reason to develop one, because most of your revenue is support contracts, not hardware sales, and if the NOS wouldn't be out-right broken needing to be recompiled regularly to get basic things working, lot of users might stop buying support, because they don't need the hand-holding part of it, they just need working software. This is not something that vendors actively drive, I'm sure most companies believe they are making an honest attempt to improve quality, but it is visible in where investments are put. One vendor had a very promising project to take a holistic look into their NOS quality issue, by senior subject matter experts, this project was killed (I'm sure funding was needed somewhere with better returns), and the responsible senior person went to Amazon instead. > > > > > michael brooks > Sr. Network Engineer > Adams 12 Five Star Schools > michael.bro...@adams12.org > > "flying is learning how to throw yourself at the ground and miss" > > > > On Wed, Mar 6, 2024 at 11:25 AM Pascal Masha wrote: >> >> Thought about it but so far I believe companies from China provide better >> and fast TAC responses to their customers than the likes of Cisco and >> perhaps that’s why some companies(where there are no restrictions)prefer >> them for critical services. >> >> For a short period in TAC call you can have over 10 R engineers and >> solutions provided in a matter of hours even if it involves software >> changes.. while these other companies even before you get in a call with a >> TAC engineer it’s hours and when they join you hear something like “my shift >> ended 15 minutes ago, hold let me look for another engineer”. WHY? Thoughts > > > This is a staff email account managed by Adams 12 Five Star Schools. This > email and any files transmitted with it are confidential and intended solely > for the use of the individual or entity to whom they are addressed. If you > have received this email in error please notify the sender. -- ++ytti
Frontier Broadband Fiber (AS 5650) - Dropped Traffic
Good Afternoon, Any Frontier Comm (AS 5650) engineers on the list ? Beginning early today sometime, we're seeing dropped traffic to some of our business customers in the Los Angeles metro area on your broadband fiber. The voice udp stream is leaving our data center and never making it to our customer on your broadband fiber. It's not all of our customers, only random ones. We've sniffed the traffic on our side and see the voice rtp stream leave our data center but then sniffing on our customer's side the traffic never arrives (multiple Frontier fiber customers with this issue, not just one). Switching the customer over to an alternate Internet connection resolves the issue. Also, we've chatted with a few other voice providers like us in the Los Angeles area and they're encountering the same issue. Looking for an engineer that can take a look. Standard first level support has no clue. Jim
Re: Best TAC Services from Equipment Vendors
Funny you should mention this now, we were just discussing (more like lamenting...) if support is a dying industry. It seems as though vendor budgets are shrinking to the point they only have a Sales/Pre-Sales department, and from Day Two on you are on your own. Dramatic take of course, but if we are speaking in trajectories michael brooks Sr. Network Engineer Adams 12 Five Star Schools michael.bro...@adams12.org "flying is learning how to throw yourself at the ground and miss" On Wed, Mar 6, 2024 at 11:25 AM Pascal Masha wrote: > Thought about it but so far I believe companies from China provide better > and fast TAC responses to their customers than the likes of Cisco and > perhaps that’s why some companies(where there are no restrictions)prefer > them for critical services. > > For a short period in TAC call you can have over 10 R engineers and > solutions provided in a matter of hours even if it involves software > changes.. while these other companies even before you get in a call with a > TAC engineer it’s hours and when they join you hear something like “my > shift ended 15 minutes ago, hold let me look for another engineer”. WHY? > Thoughts > -- This is a staff email account managed by Adams 12 Five Star Schools. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender.
Re: Best TAC Services from Equipment Vendors
For us this has been the experience to a point where 100s of nodes( from vendor x) had to be swapped out because no one had the patience anymore… On Wed, 6 Mar 2024 at 21:29, wrote: > Interesting, this has never been my experience even with Cisco or Juniper, > have always been able to escalate quickly to engineering. I wonder if it > was related to the size of my accounts. > > Shane > > > On Mar 6, 2024, at 1:27 PM, Pascal Masha wrote: > > > > Thought about it but so far I believe companies from China provide > better and fast TAC responses to their customers than the likes of Cisco > and perhaps that’s why some companies(where there are no > restrictions)prefer them for critical services. > > > > For a short period in TAC call you can have over 10 R engineers and > solutions provided in a matter of hours even if it involves software > changes.. while these other companies even before you get in a call with a > TAC engineer it’s hours and when they join you hear something like “my > shift ended 15 minutes ago, hold let me look for another engineer”. WHY? > Thoughts >
Re: Best TAC Services from Equipment Vendors
Interesting, this has never been my experience even with Cisco or Juniper, have always been able to escalate quickly to engineering. I wonder if it was related to the size of my accounts. Shane > On Mar 6, 2024, at 1:27 PM, Pascal Masha wrote: > > Thought about it but so far I believe companies from China provide better > and fast TAC responses to their customers than the likes of Cisco and perhaps > that’s why some companies(where there are no restrictions)prefer them for > critical services. > > For a short period in TAC call you can have over 10 R engineers and > solutions provided in a matter of hours even if it involves software > changes.. while these other companies even before you get in a call with a > TAC engineer it’s hours and when they join you hear something like “my shift > ended 15 minutes ago, hold let me look for another engineer”. WHY? Thoughts
Best TAC Services from Equipment Vendors
Thought about it but so far I believe companies from China provide better and fast TAC responses to their customers than the likes of Cisco and perhaps that’s why some companies(where there are no restrictions)prefer them for critical services. For a short period in TAC call you can have over 10 R engineers and solutions provided in a matter of hours even if it involves software changes.. while these other companies even before you get in a call with a TAC engineer it’s hours and when they join you hear something like “my shift ended 15 minutes ago, hold let me look for another engineer”. WHY? Thoughts
Reachability of one AWS Subnet 3.108.0.0/14
I have been attempting to find someone with AWS that can help with this issue but so far no one within AWS has responded. We are having issues reaching the 3.108.0.0/14 block within the ap-south-1 region. This is the only AWS subnet that we are having issues reaching according to the ES2 reachability page (http://ec2-reachability.amazonaws.com/). Does anyone have a contact at AWS that they can get me in contact with? Thank you, Harley S Ayera Technologies, Inc.
Re: Contact from Apple Cache for ISP
Cool, wanted to follow up on request I already submitted. On Wed, 6 Mar 2024, 17:52 Eric Dugas, wrote: > You can submit your request here: https://cache.edge.apple/inquire > > On Wed, Mar 6, 2024 at 8:54 AM Aaron1 wrote: > >> peering-...@group.apple.com >> >> I think it’s AEC (Apple Edge Caching). This might get you closer to >> speaking with someone in that group. >> >> Aaron >> >> > On Mar 6, 2024, at 1:46 AM, Pascal Masha wrote: >> > >> > Hello, >> > >> > Looking for contacts for anyone from Apple who can assist with subject >> request. >> > >> > Regards, >> > Pascal >> >>
Re: Contact from Apple Cache for ISP
You can submit your request here: https://cache.edge.apple/inquire On Wed, Mar 6, 2024 at 8:54 AM Aaron1 wrote: > peering-...@group.apple.com > > I think it’s AEC (Apple Edge Caching). This might get you closer to > speaking with someone in that group. > > Aaron > > > On Mar 6, 2024, at 1:46 AM, Pascal Masha wrote: > > > > Hello, > > > > Looking for contacts for anyone from Apple who can assist with subject > request. > > > > Regards, > > Pascal > >
Re: Contact from Apple Cache for ISP
peering-...@group.apple.com I think it’s AEC (Apple Edge Caching). This might get you closer to speaking with someone in that group. Aaron > On Mar 6, 2024, at 1:46 AM, Pascal Masha wrote: > > Hello, > > Looking for contacts for anyone from Apple who can assist with subject > request. > > Regards, > Pascal
