18 Jun
2020
18 Jun
'20
6:56 a.m.
On 18/Jun/20 12:51, Nick Hilliard wrote:
The customer monitoring system is very reliable and often superior to in-house solutions.
What really made the experience great for us is that directly contacting the remote network (somewhere in Eastern Europe) and getting them to fix the issue was far more effective than the usual, "Get your customer to log a case with our customer, who can then log a case with us, since we have no commercial contract with you". We had a completely separate second case caused by us rejecting an Invalid route. It got fixed in 30 minutes as well. Invalid routes being dropped creates downtime. People respond to downtime a lot more eagerly. Mark.