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</o:shapelayout></xml><![endif]--></head><body bgcolor=white lang=EN-AU link=blue vlink=purple><div class=WordSection1><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'>Real World CEO Answer: Cut both – Engineers are only a drain on the spreadsheet, and customer facing staff just need to knuckle down and work harder. And less wages means happy shareholders and more options for the board.<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'>the sad fact is – its often a true answer </span><span style='font-size:11.0pt;font-family:Wingdings;color:#1F497D'>L</span><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'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>dig.<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'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm'><p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif";color:windowtext'>From:</span></b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif";color:windowtext'> AusNOG [mailto:ausnog-bounces@lists.ausnog.net] <b>On Behalf Of </b>Shane Short<br><b>Sent:</b> Tuesday, 11 November 2014 3:33 PM<br><b>To:</b> Shain Singh<br><b>Cc:</b> ausnog@lists.ausnog.net<br><b>Subject:</b> Re: [AusNOG] TPG NOC CONTACT<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I'm not saying I disagree/agree either way, but would you rather cut costs on some customer facing staff which a smaller percentage of your customer base utilises day to day, or do you cut it from infrastructure/engineering, which all your customer base uses?<br><br>It's a tricky one that I don't have the answer for.<br><br>-Shane<br><br>Shain Singh wrote: <o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p><div><div><p class=MsoNormal>On 11 November 2014 18:11, Shane Short <<a href="mailto:shane@short.id.au" target="_blank">shane@short.id.au</a>> wrote:<o:p></o:p></p><div><p class=MsoNormal>To be honest-- getting someone who's capable of doing that level of troubleshooting ad-hoc is hard, especially if you don't have the budgets because you're in a price war with your competitors.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>Bingo! And that's the mindset across the board with small and large players - that budgetary constraints mean that staff is typically the first place to look for cost cutting.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>When I worked years ago at KBS Internet and also Connect.com we only had a T2 helpdesk to deal with corporates/wholesales. I also had config access to ALL core/dist/edge routers and sudo access to hosting servers, etc. Things have changed since those days, but they could do it, so surely others can....<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>We are now stuck in a world where the members of this list hire T1 people themselves and expect better service from the T1 staff of their transit providers. T1 skill-sets don't really change much in companies, and nor do their pay grades. <o:p></o:p></p></div></div><p class=MsoNormal><br clear=all><o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p></div><p class=MsoNormal>-- <o:p></o:p></p><div><p class=MsoNormal>Shaineel Singh<br>e: <a href="mailto:shain.singh@gmail.com" target="_blank">shain.singh@gmail.com</a><br>p: +61 422 921 951<br>w: <a href="http://buffet.shainsingh.com" target="_blank">http://buffet.shainsingh.com</a><br><br>--<br>"Too many have dispensed with generosity to practice charity" - Albert Camus<o:p></o:p></p></div></div></div></div></body></html>