[LINK] RFC: SLAs for Wholesale ISPs
ivan at itrundle.com
Sat Apr 25 20:46:43 EST 2009
Difficult to say, Roger: my son has been waiting more than 6 weeks to
transfer his complete internet and phone connection from one ISP to
another, and has so far had to spend a full 4 individual days waiting
at home for a technician to 'check the line and link' (and to be told
at the end of the day that a technician isn't available) - I'd regard
HIS complaint as a far more valid reason to complain, but to whom,
He is having to deal with his current ISP, his proposed ISP, and
Telstra (who maddeningly have to be involved in the transaction since
he is moving to naked DSL - it's a very, very long story...)
But in your case: maybe browse whirlpool.net for further war stories
ps. Are you referring to TPGI by any chance?
On 25/04/2009, at 8:10 PM, Roger Clarke wrote:
> I'd appreciate linker's thoughts on this one.
> A retail ISP works closely with a wholesale ISP.
> The retail ISP suffers a denial of service attack.
> It occurs outside 'normal business hours', say 21:30 Friday night.
> The retail ISP detects the problem and notifies the wholesale ISP.
> The wholesale ISP says that it's too late at night and none of their
> technicians are willing to come out and fix it.
> I've anonymised the 'wholesale ISP'.
> But, on my limited knowledge of the matter, it very much appears to
> me that the wholesale ISP has fallen far short of acceptable
> I'm inclined to name the company publicly.
> Things that might make me change my mind include the following:
> - the wholesale ISP acknowledges that its performance was inadequate
> and agrees that the retail ISP can communicate that to its clients
> - the wholesale ISP adjusts its SLA with the retail ISP to reflect
> the level of service expected of a serious infrastructure provider
> - linkers explain to me that I'm misunderstanding something about
> how a mature, multi-level Internet industry works
> Roger Clarke http://www.rogerclarke.com/
> Xamax Consultancy Pty Ltd 78 Sidaway St, Chapman ACT 2611
> Tel: +61 2 6288 1472, and 6288 6916
> mailto:Roger.Clarke at xamax.com.au http://www.xamax.com.au/
> Visiting Professor in Info Science & Eng Australian National
> Visiting Professor in the eCommerce Program University of Hong
> Visiting Professor in the Cyberspace Law & Policy Centre Uni of
> Link mailing list
> Link at mailman.anu.edu.au
http://itrundle.com ivan at itrundle.com
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