Having worked at a large unnamed backbone provider, I agree with the reasoning behind not opening tickets for non-customers. That having been said however, it is inexcusable to ignore a possible problem on the network you are responisible for. When non-customers would call the NOC, I would listen to them, thank them for the heads up, and investigate the problem, at the same time letting them know I could not open a "customer" ticket on them. If there WAS a problem found(believe it or not, net everyone reporting a problem knew what they were talking about :> ), an internal ticket would be opened and worked as normal. -Sean me@mentzer.org