On Wed, 7 May 2003, Leo Bicknell wrote:
In a message written on Wed, May 07, 2003 at 05:37:18AM +0000, Christopher L. Morrow wrote:
Calling the NOC, as I said before (which you most likely actually called the customer service number which isn't the NOC), is not productive because no one in the NOC (or customer service group) has anyway to
This is not a knock on UUNet specifically, but does get to the real problem. With many large providers it's not that the abuse/security group is unresponsive, it's that you can't figure out how to contact them, and the catch-all published numbers don't work. This is doubly true when the company has gone to an IVR system, almost none of which have the "I'm not a customer but I want to alert you to something that's real important" option.
There is the issue of what to do with this data also :( And filtering out the 'kook' calls (as the abuse team calls them) from 'real' calls. :( This is a significant nut to crack, in a smaller ISP where 1-5 (or some 'manageable number') does 'all that is important' things are quite different than in a multinational multithousand person company. Also, 'important' takes on different meanings in this scale also.
I think all companies that have separated their customer/peer facing support into multiple groups need more training on how to redirect the call to the right group when the wrong group receives it in the first place. Most often the person answering the phone doesn't know the right place to redirect the call, so it appears to just be an unhelpful support system.
This is, at UUNET, a continuing education process, as people come/go/reorg the messages get repeated up and down the pike... Sometimes we (me) forget to get my important messages out :( So, for 'security' at UUNET I suppose blame me, mostly.