I was about to answer a request for my presentation about customer support, but I had a cat-on-keyboard exploit and I don't know who asked. In any event, the Atlanta presentation is at http://www.nanog.org/mtg-0102/cust.html I did it as a two-part with an intermediate BGP tutorial. In one of the two, there is an RFC 2270 slide. Please, please ignore it -- my brain went out to lunch on that one! Actually, this raises the interesting point -- is there an interest in updating and having running commentary on older presentations, keeping some content up to date? Is this something the NANOG site could support?