Re: Followup British Telecom outage reason

I'm referring to the _vendor's_ support costs - as in, you don't need as many people in the TAC if people don't keep running into IOS bugs; you don't need as large of a RMA pool if the hardware is more reliable, etc.

What percentage of TAC personnel's time is spent dealing with calls that ultimately result in a BugID? NANOG isn't representative; mostly, TAC exists to take calls from idiots who bought a box that they don't know how to configure. Large network operators have a staff of people to handle that, so when they call TAC, the box is probably broken. I don't think that's the case with the majority of TAC cases, though. -- Brett