*nods* Well, and that's the rub. Their expectations don't match any Internet SLA I've ever seen, much less for standard broadband. However, simply telling the customer that we're within our SLA or proving it's not our fault doesn't do much to enhance customer satisfaction and thus doesn't help our reputation. Hearing from others that the broadcast industry has already figured this problem out and sends the same stream via multiple paths is a big help in getting us going in the right direction. ----- Mike Hammett Intelligent Computing Solutions http://www.ics-il.com Midwest-IX http://www.midwest-ix.com ----- Original Message ----- From: "Saku Ytti" <saku@ytti.fi> To: "North American Network Operators Group" <nanog@lists.nanog.org> Cc: "Mike Hammett" <nanog@ics-il.net> Sent: Monday, September 15, 2025 2:13:40 AM Subject: Re: Resilient Internet On Sun, 14 Sept 2025 at 23:29, Mike Hammett via NANOG <nanog@lists.nanog.org> wrote:
I have a radio station customer who is utilizing one of those streaming services to bring their broadcast station online. We've received a complaint of a half dozen or so 1-second drops in connectivity over the Internet to this streaming service in the six or so months they've been a customer. I consider that pretty amazing service delivery. However, the customer does not. I suspect this is a layer 8 issue, but what have your experiences been in these kinds of situations, and what technical remedies would be available? I don't know what sub-second failover systems exist, but I'm sure they're not cost-effective if they do.
Lot more information would be needed to meaningfully contribute. But generally speaking if the price expectation is anywhere near what Internet services typically are, the customer is definitely asking too much. And your contract terms should make it clear that this level of service availability is within the SLA. Having said that, I used to work for a company that provides streams for terrestrial tv. Not IP-TV, regular antenna TV. How this was done was that there was dual-plane MPLS/IP backplane and the stream was sent through both planes, at the antenna site a duplicate packet was dropped before content was fed to the transmitters. If you have a very high expectation of availability, you'll very quickly find that you either do it twice or you do it once and break SLA and apologise regularly. -- ++ytti