Ultimately, I think every vendor will have customers with good
experiences, and customers with not-so-good experiences. Without
sufficient data, it is hard to say which vendor, in general, does a good
job for their customer base re: TAC.
What I will say, albeit anecdotally also, is that TAC
The only issue,that I have experienced, with Nokia TAC is throwing stuff
from team to team and before you get things done, each team has blamed the
other team.
On Thu, 14 Mar 2024 at 01:43, scott via NANOG wrote:
>
>
> In light of this thread's contents, I have to give a shout out to Nokia
>
Richard Laager wrote:
FWIW, I haven't tried calling after hours.
If I have to call after-hours, I get an answer from someone who is going
to be handling my case (assuming that it doesn't have an engineer who's
on-shift already assigned to it). Yes, after-hours has traditionally
been when I
In light of this thread's contents, I have to give a shout out to Nokia
TAC. Maybe because we buy a lotta stuff and have a lotta maint
contracts, but they don't do things like what has been mentioned. Of
course, I see some stuff from Level 1 folks where I think 'whaaat???'
but they
I've been reading the "${VENDOR}'s support has really gotten worse lately"
threads for pretty much every vendor for the past twenty years. That's not
to say they've all been wrong. But it reminds me of those quotes you'll see
about how "these kids today are awful and society is going to pot" and
We were one of the earlier adopters of Cisco ACI. Any issues with ACI were
automatically escalated to an engineer that could fix almost anything.Now
ACI tickets seem to go though a generic queue and the tech doesn't even know
how to spell ACI.
We continue to have the same type of
> when a TAC engineer wanted to bounce our Voice VLAN SVI in the middle of an
> *airport* production day.
> I about turned over my desk trying to wrest the remote control session back
> from him before he hit enter
> on the shut. Since then, I have had to go through a not insignificant
>
> On Mar 11, 2024, at 12:54, michael brooks - ESC
> wrote:
>
>> It may be a pain in the butt to get Cisco equipment, but their TAC is
>> sublime. If something is critical enough, and you push hard enough, Cisco
>> will move heaven and earth to solve your issue.
>
> >This was an amazing
You sir, not wrong.
> On Mar 11, 2024, at 10:04, michael brooks - ESC
> wrote:
>
>
> >It may be a pain in the butt to get Cisco equipment, but their TAC is
> >sublime. If something is critical enough, and you push hard enough, Cisco
> >will move heaven and earth to solve your issue.
>
>
On 2024-03-07 05:08, Pedro Prado wrote:
* I am biased, I’m from Arista * but having said that have you guys experienced
Arista TAC?
Yes.
As you guys said scale may change things down the road, but at the current
scale it’s still an engineer that answers your call, straight away.
I think
>
> It may be a pain in the butt to get Cisco equipment, but their TAC is
> sublime. If something is critical enough, and you push hard enough, Cisco
> will move heaven and earth to solve your issue.
>
>This was an amazing laugh on a Monday morning. Thanks!
O crap, did I miss the sarcasm?
Once upon a time, michael brooks - ESC said:
> Strap in for an "I remember when" ...
My Cisco TAC experiences (which were few) were not great... probably
around 2000 I opened a case with all the details, it was assigned, and
promptly closed "can't reproduce". I didn't have a real lab setup, but
>
> It may be a pain in the butt to get Cisco equipment, but their TAC is
> sublime. If something is critical enough, and you push hard enough, Cisco
> will move heaven and earth to solve your issue.
>
This was an amazing laugh on a Monday morning. Thanks!
On Thu, Mar 7, 2024 at 2:47 PM Joel
You are missing the point, we opened the case 3 months ago
michael brooks
On Mon, Mar 11, 2024 at 8:24 AM wrote:
> To be honest, if your DR environment has been offline for 3 months and you
> are just now opening a case, I would not consider that critical.
>
> Shane
>
> On Mar 11, 2024, at
To be honest, if your DR environment has been offline for 3 months and you are just now opening a case, I would not consider that critical.ShaneOn Mar 11, 2024, at 10:08 AM, michael brooks - ESC wrote:>It may be a pain in the butt to get Cisco equipment, but their TAC is sublime. If something
>It may be a pain in the butt to get Cisco equipment, but their TAC is
sublime. If something is critical enough, and you push hard enough, Cisco
will move heaven and earth to solve your issue.
But is this not the problem itself?
Strap in for an "I remember when" ...
Once upon a time, I could
: Re: Best TAC Services from Equipment Vendors
It may be a pain in the butt to get Cisco equipment, but their TAC is sublime.
If something is critical enough, and you push hard enough, Cisco will move
heaven and earth to solve your issue.
It may be a pain in the butt to get Cisco equipment, but their TAC is sublime. If something is critical enough, and you push hard enough, Cisco will move heaven and earth to solve your issue. — Sent from my iPhoneOn Mar 6, 2024, at 13:42, Pascal Masha wrote:For us this has been the experience
- On Mar 6, 2024, at 10:49 PM, Saku Ytti s...@ytti.fi wrote:
Hi,
> 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
* I am biased, I’m from Arista * but having said that have you guys experienced
Arista TAC? Not propaganda, I truly see it very differently.
As you guys said scale may change things down the road, but at the current
scale it’s still an engineer that answers your call, straight away.
Sent from
With all honesty, if you ask me, my experience with most companies from
China-in relation to Support- has always been fast and super satisfactory
no matter the raised case or sensitivity of the impact to users. I have
always felt comfortable running their gear and gives some sort of
confidence in
> On 7 Mar 2024, at 06:50, Saku Ytti wrote:
>
> 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.
No way - I never understood
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
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
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
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
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
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