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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Then ringing and politely checking every 15 minutes to ‘see how
they are going’ with an issue when it’s obvious they are trying to ignore it
helps too.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>-S<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
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<p class=MsoNormal><b><span lang=EN-US style='font-family:"Tahoma","sans-serif";
color:windowtext'>From:</span></b><span lang=EN-US style='font-family:"Tahoma","sans-serif";
color:windowtext'> ausnog-bounces@lists.ausnog.net
[mailto:ausnog-bounces@lists.ausnog.net] <b>On Behalf Of </b>Skeeve Stevens<br>
<b>Sent:</b> Sunday, 2 November 2008 12:54 AM<br>
<b>To:</b> 'Campbell, Alex'; ausnog@ausnog.net<br>
<b>Subject:</b> Re: [AusNOG] Primus BGP support<o:p></o:p></span></p>
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</div>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'>Their
response is certainly not reasonable…. But you will find it the case a lot of
the time.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'>I’ve
had BGP issues with several carriers on the weekends and late at night, and it has
always been a nightmare getting them to escalate to someone who has a clue with
BGP to look at the issues…. Most of the time the ‘NOC’ staff don’t even know
what BGP is much less able to fix it.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'>It
is probably too much to expect the people answering the phones to be know BGP,
but they should understand the concepts of their network, and they should be
able to escalate the ticket to someone who actually knows what to do – or who
to call. I find that ‘hyping’ the outage in these cases helps… tell them
it is a critical outage involving some large number, or important end customer
or some such… works most of the time. When that fails I ask for
their escalation contacts and start calling account managers mobiles and other
people I can annoy who know how to else to annoy.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'>Does
your contract talk about their SLA’s? I find that most SLA’s are severely
lacking and rarely detail their NOC’s response and actions. <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'>If
the sales guy said that then there has been a breach of verbal contract – but
you’d have fun fighting that. Go up the line…. Not that it helps
sometimes… try talking to Soul… they’re TPG’s bitch now and barely have any
ability to get things done with their upstream network. Last BGP issue I
had with Soul took a huge effort by the Soul people to get the TPG phone monkey
to even wake up the on-call engineer – and that took hours. Soul sales
guys have been nice, but in the end, it’s a signed deal and they don’t really
care that much – but Soul has been like that for a while…. I think they sold
theirs…… a long time ago ;-)<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'>With
Primus… I’d pressure them… raise it as an outage… if you aren’t getting the
right feed or something like that, then I would consider it an outage, as these
kinds of things can have cost implications as well as cause degraded
services. Demand they escalate – get as high as you can and anyone who
won’t help you, escalate again if possible and remind them they are in breach
of their support agreements… usually works. Then talk to the sales people
and get the situation fixed if you can… otherwise, buy elsewhere and let
everyone know how you were treated. If Soul only knew how many hundreds
of thousands (if not millions) of dollars of revenue and flow on business they
have lost because of their extremely slack technical and sales support.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'>…Skeeve<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>--<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Skeeve
Stevens, CEO<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>eintellego
Pty Ltd - The Networking Specialists<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>skeeve@eintellego.net
/ www.eintellego.net<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Phone:
(+61) 1300 753 383, Fax: (+612) 8572 9954<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>Cell
+61 (0)414 753 383 / skype://skeeve<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>--<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>NOC,
NOC, who's there?<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Calibri","sans-serif"'><o:p> </o:p></span></p>
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<p class=MsoNormal style='margin-left:36.0pt'><b><span lang=EN-US
style='font-family:"Tahoma","sans-serif";color:windowtext'>From:</span></b><span
lang=EN-US style='font-family:"Tahoma","sans-serif";color:windowtext'>
ausnog-bounces@lists.ausnog.net [mailto:ausnog-bounces@lists.ausnog.net] <b>On
Behalf Of </b>Campbell, Alex<br>
<b>Sent:</b> Saturday, 1 November 2008 11:39 PM<br>
<b>To:</b> ausnog@ausnog.net<br>
<b>Subject:</b> [AusNOG] Primus BGP support<o:p></o:p></span></p>
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</div>
<p class=MsoNormal style='margin-left:36.0pt'><o:p> </o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'>Hi all,<o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><o:p> </o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'>We have recently started buying transit
from Primus in their Melbourne DC. We have come across a BGP issue with
their service and their NOC is telling us that they only do BGP support 9am-5pm
Monday-Friday. I guess they figure that BGP issues are very friendly and
usually only arise during business hours.<o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><o:p> </o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'>This is especially frustrating
since I actually asked their business development manager during the sales
process “does Primus have a 24x7 NOC we can contact, staffed by engineers
capable of troubleshooting BGP issues etc” and he said yes.<o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><o:p> </o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'>Has anyone else had similar
experiences with Primus? Does this seem reasonable?<o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><o:p> </o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'>Cheers,<o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><o:p> </o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'>Alex <o:p></o:p></p>
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