[AusNOG] SPAM-LOW: Pipe peering issue - Equinix

[Jared Hirst]

Matt,



I would just like to publically say, thank you very much for the e-mail. I
am happy now and look forward to the exciting changes and service
improvement’s at PIPE.



Regards,



Jared Hirst



*From:* Matt Whitlock [mailto:matt.whitlock at pipeinternational.com]
*Sent:* Tuesday, 15 November 2011 10:53 AM
*To:* Jared Hirst
*Cc:* ausnog at ausnog.net
*Subject:* RE: [AusNOG] SPAM-LOW: Pipe peering issue - Equinix



Hi Jared,



Just letting you know that I’ve sent you an off-list response.



Ta,



Matt.





Jared wrote:



Hi Matt,



Thanks for the Info, would have been good to have this in my ticket though…
I am still waiting for a reply on a few questions, in summary they are
below.



Why did it take 3 hours to shut down the offending port? I called the NOC 1
hour after it started, got put through to a messaging service and I only
received a call back 2 hours later, I also submitted a ticket to which I
received a reply 2 hours later also.



I was not too concerned that it had happened, as these things do happen,
but the inability to contact someone at PIPE to notify them of the issue is
a larger concern to me.



Last time this happened it started at 2am again, but I shut our port down
and waited till morning to see if PIPE resolved it but they hadn’t, so I
called up 5 hours later and someone answered and had NO idea it was
happening, he placed me on hold, had a look and then said to me that they
can see an issue. Within minutes the issue was fixed. I’m not trying to
cause a stir here, but the process / escalation of your monitoring really
needs to be looked at. As many have said this is the 5th or 6th time it has
happened, and EVERYTIME I have called your NOC and they have not been aware
of the issue. As stated above, I am still yet to receive a response from my
open ticket as to the issue.





Kindest Regards,
Jared Hirst
*
Servers Australia Pty Ltd
*
Direct:                   (02) 4307 4205
Fax:                        (02) 4307 4201
Network Ops:        (02) 9037 4343
Web:                      *http://www.serversaustralia.com.au
*Office Address:    2/2 Teamster Close, Tuggerah NSW 2259
Postal Address:    PO Box 3187, Tuggerah NSW 2259
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