We are building an open access fibre network in Hamilton (very similar to CityLink).
We're frequently the first call from the customer, but because we're just a carrier (strictly layer 2 here folks) and not an ISP we're often stuck with having to prove it to the customer side or ISP.
So to help reduce our workload and make life better for our customers we provide a login for every customer which connects into our CRM so they can see their own reported faults, plus faults reported by others which we think will impact that customer.
Our CRM talks to our network management platform, so they can also view their port utilisation and port status graphs. They see the same data we see, so we can't tell porkies. We give them the same viewing rights to most of our core links as well, so they can see utilisation and status of many aspects of our network not related to their connection. Unfortunately we don't let them see their ISP's port utilisation (I'd like to, but I need consent from the ISPs first and I haven't got around to asking).
Credit to FX for the idea.
Cheers
Shane Hobson
Phn 07 929 2118
Cell 021 221 3999
Fax 07 957 0040
Web www.velocitynetworks.co.nz
On 22/08/2007, at 3:18 PM, Jonathan Brewer wrote:
Hi Folks,
Replying to myself with an update. It seems that no ISPs want to go on record with regards to incident reporting policy.
�
Oh well.
�
Jon
Hi Folks,
Occasionally things go wrong, resulting in daytime outages for end users.
In the aftermath, some of the service providers we work with are very thorough, providing standard reports with a reasonable amount of technical detail. Others keep quiet, or try to pass the blame to their suppliers.
I'm interested in hearing about what ISPs are doing for incident reporting - in general or specific, on or off-list. If I get a fair amount of replies, I'll send some stastics back to the list.
Cheers,
Jon
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