While non-techies can be a support challenge, I find the greatest challenges and demands come from the very techie customers. These are the same customers that don't want to hear "the outage happened because we put a new filter on the peering router...to protect you from outages caused by worms!"
The paper talks about "consumers" defined as "home users or small business without dedicated IT staff". These filters should be clearly stated as part of the subscriber agreement. Many filter problems are the result of inconsistent and rushed implementation.
You say that putting these filters in place will reap financial reward? Where is the data to support that theory?
I admit: I do not have "hard numbers". But all the calls to support about slow connections, or dealing with all the abuse@ complaints has to cost something.
Most contracts include credit or refund clauses if the link goes down or if the performance doesn't meet a certain level.
given that (a) the customer knows ahead of time about the blocked port, and (b) blocking the port may actually reduce the impact of the occasional worm, your argument proofs that there may be a financial benefit.
All of the cost data I've seen related to worms is either clearly overblown or is based on a paucity of data. I'm not saying these things don't have a cost; I am saying that the cost hasn't been realistically quantified.
yes. I am not using any of these numbers to support my issue. But answering support calls, handing out refunds, and dealing with abuse email does cost money.
such as increased performance and shiny new features.
Well, performance should if anything improve. At this point, my cable modem which I use for regular web browsoing is seeing about 80% "unsolicited" traffic. Not that the bandwidth impact is huge. But I rather use it to speed up my pr0n downloads then to waste it on pings/port 135 probes/arp storms... And someone is paying to move all these packets across the wire. After all: Thats what we all agree on. We are paying ISPs to move packets. -- -------------------------------------------------------------- Johannes Ullrich jullrich@euclidian.com pgp key: http://johannes.homepc.org/PGPKEYS -------------------------------------------------------------- "We regret to inform you that we do not enable any of the security functions within the routers that we install." support@covad.net --------------------------------------------------------------