[AusNOG] Exetel corporate fibre outage SA

Wed Oct 26 10:47:52 EST 2016

You would think that Russell but I can speak first hand to back up every single word Paul has said.

After hours unless you want to wake up your account manager and unless you have one that cares and knows who to ask, your pretty much up shit creek regardless of whether you pay for an 8 or 4 hour SLA on your service.

After the sun sets or over a weekend if you've got a mission critical wideband service on EA your going to become very frustrated

Nathan Brookfield
Chief Executive Officer

Simtronic Technologies Pty Ltd
http://www.simtronic.com.au

On 26 Oct. 2016, at 07:41, Russell Langton <russell3901 at gmail.com<mailto:russell3901 at gmail.com>> wrote:

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<mailto:paul%2Bausnog at oxygennetworks.com.au> <paul+ausnog at oxygennetworks.com.au<mailto: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<mailto:jaybobo at gmail.com>]
Sent: Wednesday, 26 October 2016 9:01 AM
To: Mark Smith
Cc: paul+ausnog at oxygennetworks.com.au<mailto:paul%2Bausnog at oxygennetworks.com.au>; <ausnog at lists.ausnog.net<mailto: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<mailto:markzzzsmith at gmail.com>> wrote:

On 26 Oct. 2016 08:04, "paul+ausnog at oxygennetworks.com.au<mailto:paul%2Bausnog at oxygennetworks.com.au>" <paul+ausnog at oxygennetworks.com.au<mailto:paul%2Bausnog 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<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<mailto: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<mailto:Bradley.Amm at telethonkids.org.au>> wrote:
>
> I assume you have logged a support issue
>
>
>
> From: AusNOG [mailto:ausnog-bounces at lists.ausnog.net<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<mailto:ausnog at lists.ausnog.net>> <ausnog at lists.ausnog.net<mailto: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 :(
>
>
>
>
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