I usually just call their toll free support number when their are occasional issues. This is from a content provider perspective (using Akamai as a CDN for the sites I support). Never had an issue getting a hold of anyone and getting the issue resolved (two times I have called them, it was issues on our side anyway). Paul Stewart wrote:
Not to add to a potential "peeing" contest here.... but we have Akamai equipment in our network - it's a very important component to our service delivery. If/when there is ever a problem (quite rare in our experience other than the odd hardware failure that has no impact anyways due to the cluster configuration) we send an email to noc@akamai.com.
Typical response times on a 24X7 basis never normally exceed 20 minutes at most. I can remember one time where it might have been an hour.
That's a long ways from "blackhole" based on our experience...
Paul Stewart
-----Original Message----- From: JC Dill [mailto:jcdill.lists@gmail.com] Sent: Monday, March 23, 2009 5:03 PM Cc: NANOG list Subject: Re: Akamai wierdness
Patrick Gilmore wrote [context inserted]:
Perhaps using the RFC required address [noc@akamai] would be more
productive than e-mailing 10k strangers?
Normally I see emails like this and, if it's Not In My Back Yard, and
Paul Wall wrote: the
Internet is not going nutz, the delete key explains how worried i am.
Back to your email:
using the RFC required address
The correct catty response to the Akamai question is : ccare@akamai.com. That's C as in "Customer", Care as in "they actually care".
I would end the email there, but it really gets me how someone that is in-house doesn't realize that noc@akamai is a black hole.
Paul, you might want to test a theory of this nature before you post about it to more than a thousand of your colleagues. This morning I sent email to noc@akamai.com and received a personalized (non-autoresponder) reply 17 minutes later.
jc
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