[AusNOG] Exetel corporate fibre outage SA

[Russell Langton]

Hi Paul,

Without going into specifics, I think you will find that all Telstra Retail
or Telstra Wholesale services have an escalation path that can be followed
both during business-hours and after-hours to ensure required focus and
resources when the impact is high.
This is pretty industry standard.



On Wed, Oct 26, 2016 at 10:21 AM, paul+ausnog at oxygennetworks.com.au <
paul+ausnog at oxygennetworks.com.au> wrote:

> I also agree with Mark on this one, but the problem is that even those
> links, assuming it’s data advantage/EA , have a 12 hour restoration time
> and 1 hour response and if that fits the requirement then that’s fine, but
> Telstra certainly don’t care too much when there is a problem after hours
> on any links. Even an MLL connection with upgraded SLA seems to go into a
> vortex after 6PM, it doesn’t seem to matter what service it is, if it’s
> after hours when you have a fault then most of the time nothing happens
> until 7am the next business day.
>
>
>
> I think you would also find that the service you get from Exetel is
> probably better than what you would get from Telstra directly, there is
> often nothing they can do either, you just have to wait which makes it
> worse when you don’t know what is happening.
>
>
>
> Regards
>
> Paul
>
>
>
>
>
> *From:* Jay Dixon [mailto:jaybobo at gmail.com]
> *Sent:* Wednesday, 26 October 2016 9:01 AM
> *To:* Mark Smith
> *Cc:* paul+ausnog at oxygennetworks.com.au; <ausnog at lists.ausnog.net>
>
> *Subject:* Re: [AusNOG] Exetel corporate fibre outage SA
>
>
>
> True Mark - that's one of the parts I bought up with our own management at
> 11pm last night, we were earlier celebrating having our comms budget in
> check for the first time in 2 years.
>
>
>
> I've been anticipating an outage for a while now given the price we pay
> for the bandwidth we get, I'm just bewildered that something sold as a
> 'corporate' service basically only has 9-5 coverage, and a 16 hour outage
> is just considered totally fine.
>
>
>
> fwiw it all came up about 20 minutes ago
>
> (and yes, our DR/BCP plans are awful)
>
>
>
>
>
>
>
> On Wed, Oct 26, 2016 at 8:56 AM, Mark Smith <markzzzsmith at gmail.com>
> wrote:
>
> On 26 Oct. 2016 08:04, "paul+ausnog at oxygennetworks.com.au" <
> paul+ausnog at oxygennetworks.com.au> wrote:
> >
> > If it’s Telstra providing the service in the background then it’s
> because their testers don’t work after hours, or somebody who can actually
> help, having an after hours fault with a Telstra Ethernet service is a
> whole other level of pain, they virtually don’t do anything after hours,
> it’s a disgrace, something we have been fighting with them about for years.
> >
> >
>
> This just sounds like service availability expectations are far greater
> the amount being paid. In a competitive market, most of the time, you're
> going to get what you pay for.
>
> Alternatively, if the service isn't as available as promised and paid for,
> penalise under SLA terms or start getting quotes from competitors.
>
> If availability is as important as it sounds, where's the redundant links?
>
> (I've been on the other side - some customers seem to somehow expect that
> your links to them will never ever go down and your equipment they're
> attached to will always be available, meaning never fails and never needs
> maintenance - yet they understand failures occur with every other device
> they have and use - cars, phones, their own computers ...)
>
> Regards,
> Mark.
>
> >
> > Paul
> >
> >
> >
> > From: AusNOG [mailto:ausnog-bounces at lists.ausnog.net] On Behalf Of Jay
> Dixon
> > Sent: Wednesday, 26 October 2016 1:54 AM
> > To: Bradley Amm
> > Cc: <ausnog at lists.ausnog.net>
> > Subject: Re: [AusNOG] Exetel corporate fibre outage SA
> >
> >
> >
> > we called them about 15 times, we were told that their last update from
> Telstra was at 8pm and there was nothing else they could do until 7am as
> the people required to fix the problem can't be contacted until then.
> >
> >
> >
> > On Wed, Oct 26, 2016 at 1:51 AM, Bradley Amm <
> Bradley.Amm at telethonkids.org.au> wrote:
> >
> > I assume you have logged a support issue
> >
> >
> >
> > From: AusNOG [mailto:ausnog-bounces at lists.ausnog.net] On Behalf Of Jay
> Dixon
> > Sent: Tuesday, October 25, 2016 7:32 PM
> > To: <ausnog at lists.ausnog.net> <ausnog at lists.ausnog.net>
> > Subject: [AusNOG] Exetel corporate fibre outage SA
> >
> >
> >
> > anyone else suffering issues with Exetel (or even Telstra wholesale) in
> SA?
> >
> >
> >
> > we've been off the air for a little over 5 hours now, wondering if
> anyone else is copping the pain and/or knows some insider knowledge on why
> it's been down so damn long :(
> >
> >
> >
> >
> > _______________________________________________
> > AusNOG mailing list
> > AusNOG at lists.ausnog.net
> > http://lists.ausnog.net/mailman/listinfo/ausnog
> >
>
>
>
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