Hi Viktor
> Since it was a friday afternoon, and the SLA for that leased
> line was just "standard", this telco wasn't aware, that they had made
a mistake.
> Fortunately, the guys who were impacted by this outage, made
First point: The customer is unaware of the SLA he has on the local
loop.
Second point: You have always the possibility to let the carriers field
staff
fix the issue outside the sla times. But you will be
charged for
that.
> The telco agreed to fix the leased line immediately. Of
> course, they would
> charge 1'600 gold pieces to the stupid guys who dared to ask,
Telcos fault... :) But the customer gave you the order to fix the
problem asap.
So, you are also allowed to charge him for that service outside the SLA.
> would anyone use a leased line on a weekend? Some poor telco engineer
had to
Nowbody tells you, that you need to take this SLA. Probably its good for
enterprise
customers only needing their line during business hourse. But for an ISP
with an 24/7
service, this SLA could not be the right one (or the customer accepts
the SLA on the
local loop).
cheers,
michel
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