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My better half worked tech support for banks.<br>
When the problems wasn't theirs, SOP was to dump the call as
expeditiously as possible.<br>
If its an industry wide code of practice then I don't see it being
any different to people who call their ISP asking for help using MS
Word.<br>
<br>
<br>
On 18/06/12 21:27, Roland Chan wrote:
<blockquote
cite="mid:CALxh8x9KXML_ORh4njFnoRtfrYyJ7Aa+G6j6MYEBzj8HMov3PQ@mail.gmail.com"
type="cite">
<p>Would anyone like to try that with a real unskilled customer
and get back to us with the response?</p>
<div class="gmail_quote">On Jun 18, 2012 1:24 PM, "Jake Anderson"
<<a moz-do-not-send="true"
href="mailto:yahoo@vapourforge.com">yahoo@vapourforge.com</a>>
wrote:<br type="attribution">
<blockquote class="gmail_quote" style="margin:0 0 0
.8ex;border-left:1px #ccc solid;padding-left:1ex">
On 18/06/12 12:31, Mark Andrews wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0
.8ex;border-left:1px #ccc solid;padding-left:1ex">
In message<<a class="moz-txt-link-abbreviated" href="mailto:60828CFFDBEBA946AC54D9293505E84D0149F30DC60B@sssydmail01.stratsec.l">60828CFFDBEBA946AC54D9293505E84D0149F30DC60B@sssydmail01.stratsec.l</a><br>
ocal>, Eric Pinkerton writes:<br>
<blockquote class="gmail_quote" style="margin:0 0 0
.8ex;border-left:1px #ccc solid;padding-left:1ex">
Let's also not forget, that it's more and more the case
today that people hav<br>
e multiple machines connected to their home router
including smartphones, lap<br>
tops, DVD players, Tablets, Games Consoles, Media Centres
etc etc - and so qu<br>
arantining the entire connection because one of those
machines is infected ca<br>
n be far more disruptive to your customers than it once
was.<br>
</blockquote>
Which in turn makes it all the more important that the
customer is<br>
informed of the problem so they can rectify the problem.
All those<br>
machines are within the home network so there is potential
for<br>
elevated levels of trust of the infected machine.<br>
<br>
Mark<br>
</blockquote>
If it was to work a quarantine system would need to be applied
at pretty much all ISP's so people don't just churn to
somebody who doesn't block.<br>
<br>
This is something the Govt could actually do real good with.
Some sort of Govt lead industry body that identifies infected
networks and quarantines them. They already do this for
infected people and the wider population accepts it.<br>
<br>
It need not be massively disruptive, the process of placing a
host into quarantine could be gradual and if the client is on
the ball there need be no loss of service.<br>
5 business days from detection to quarantine say.<br>
You email them the moment its detected with a warning and put
them into monitoring.<br>
2 days later if its still ongoing another email (or phone call
if you have a "premium" provider)<br>
4 days after detection start redirecting them to clickthroughs
that their network is going to be shut down tomorrow<br>
5 days after detection its walled garden time.<br>
<br>
Support costs should be minimal, "you have a virus on your
computer, go get it fixed then call us back bye -click-"<br>
<br>
In terms of contract, drop the customers to line rental rates
whilst they are infected and pause the duration of the
contract (also offer "pauses" to the clients so people don't
get infected just to take a holiday).<br>
<br>
If all ISP's in .au did it I can see some drastic improvements
in the overall health of "the network" reduced bank fraud and
the like, net win for society as a whole.<br>
<br>
The kiddies would be exposed to far less porn if their
computers were clean of redirecting viruses than the great
firewall will prevent.<br>
(i know the firewall isn't/wasn't sposed to protect the
kiddies eyes but thats the way it always sounds in the media)<br>
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</blockquote>
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</blockquote>
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