Paul Wall wrote:
On Thu, Jan 7, 2010 at 5:04 AM, Mike <mike-nanog@tiedyenetworks.com> wrote:
We just had a qwest outage of about 2 mins at 1:41am pst. When I called to report it I was told it was a 200+ emergency software upgrade due to a security concern, and that we will get a notice later after the fact.
That's not a maintenance, that's an outage.
I hope everybody impacted on this list is claiming SLA.
Qwest NEVER EVER provides SLA adjustments, no longer how long it's down or what their own role in it being down is. They toss it from department to department and then hand down judgments that 'we're not providing credits' and that's that. So in the three years we've had qwest we've had probably 10 major service impacting failures and at least 3 over 6 hours each, and a 9 month period where the (ssshhh!! secret!!) mpls tunnel they put our 45mbs 'clear channel ds3' on was oversubscribed with another user, resulting on 600+ms latencies at random times and they refused to accept our mrtg and smokeping traces showing the problem. No adjustments at all, just pay up, and oh we'll get around to that someday when it suits us but you have nothing to say about it that we care about. </rant>