[AusNOG] Speaking of DNS...

[Joseph Goldman]

A Blind Transfer - fair enough.

If I called your helpdesk and said your customers are having problems 
accessing our services, as your own DNS recursers have cached a record 
(at a reasonable time beyond TTL), I doubt your L1 helpdesk could help, 
and it may need either your SysAdmin or NOC team to help.
  I would expect they'd consult with that team first and give an 
overview of what was explained. The relevant team could either then say 
'transfer the call to us' or 'get them to email noc at x' or whatever (L1 
may need to escalate to L2 / supervisor before the contact occurs). It's 
that line of communication between the L1/L2 helpdesk and NOC/SysAdmin 
that should be in place.

I'm not a customer, but im presenting a real problem that can only be 
resolved by your company, at the benefit to both my company and yours.

On 19/02/14 11:38, Terry Sweetser (SkyMesh CTO) wrote:
> In my case, if the caller is anyone other than a current supplier of 
> technical services: the help desk person gets a reprimand.
>
> http://about.me/terry.sweetser
>
> On 14/02/14 11:01, Alexander Neilson wrote:
>> How many people on list have a HelpDesk team that if someone rang up 
>> and asked for the NOC would actually get through.
>
> _______________________________________________
> AusNOG mailing list
> AusNOG at lists.ausnog.net
> http://lists.ausnog.net/mailman/listinfo/ausnog