On Feb 14, 2013 12:58 PM, "Kasper Adel" wrote:
> We are a 2nd level of escalation in a service provider,
> trying to put a $ value on the support we give to
> our NOC and other implementation teams,
> when they email us about problems they face.
Hi Kasper,
Support is about customer retention. Yo
ll learn and benefit from the experience.
Dave
-Original Message-
From: Kasper Adel [mailto:karim.a...@gmail.com ]
Sent: Thursday, February 14, 2013 2:16 PM
To: Andrew Latham
Cc: NANOG list
Subject: Re: Quantifying the value of customer support
I used to think that these kind of situations take p
ers, everyone
> will learn and benefit from the experience.
>
> Dave
>
> -Original Message-
> From: Kasper Adel [mailto:karim.a...@gmail.com ]
> Sent: Thursday, February 14, 2013 2:16 PM
> To: Andrew Latham
> Cc: NANOG list
> Subject: Re: Quantifying the value of cus
16 PM
To: Andrew Latham
Cc: NANOG list
Subject: Re: Quantifying the value of customer support
I used to think that these kind of situations take place when a manager was
never an engineer so he does not understand how things work but i was surprised
when i faced these from managers with an in
On Feb 14, 2013, at 4:00 PM, Kasper Adel wrote:
> Hello,
>
> We are a 2nd level of escalation in a service provider, trying to put a $
> value on the support we give to our NOC and other implementation teams,
> when they email us about problems they face. But we are merely bits and
> bytes engine
I would think your $ value would be calculated by a few factors.
1. How much would it cost to train and hire NOC guys that do what you
do today vs. using outsourced support for those issues or going to a
higher level team.
2. How much longer would SLA affecting problems take to solve without
y
I used to think that these kind of situations take place when a manager was
never an engineer so he does not understand how things work but i was
surprised when i faced these from managers with an intense engineering
career so i gave up on trying to give conceptual excuses and want to just
give the
Hey,
So usually this is done by the business unit leaders. At AT&T people used to
call it "pushing the wastebasket". The idea is that each department runs as a
separate business and in order to evaluate the business you debit and credit
departments as if they were counterparties in a trade. Som
On Thu, Feb 14, 2013 at 3:52 PM, Kasper Adel wrote:
> Hello,
>
> We are a 2nd level of escalation in a service provider, trying to put a $
> value on the support we give to our NOC and other implementation teams,
> when they email us about problems they face. But we are merely bits and
> bytes eng
9 matches
Mail list logo
