[cobalt-users] 99.9% revisited...

[Jeff Lasman <jblists@xxxxxxxxxxxxx>]

Remember the discussion on guaranteeing 99.9% uptime?

Here's what's been going on with my at-home network this week...

Thursday at 6:25 pm, without warning, the dsl line stopped working.

I called Zyan tech support at about 10:00 Thursday night, when I got
home and discovered all the error messages.  I spoke to Mansur.

He said he couldn't find my account in the "DSL Info" database, so he
couldn't help me, and that I should call customer service in the
morning.

No one ever did find out why my record was not in the DSL Info database,
but, having tried since about 10 am, I finally reached a manager,
Connie, who promised me that it would be fixed.

She had Tony write a trouble ticket and call Northpoint.  That was 2:45
pm <frown>.

By 3:30 we (Tony, the Northpoint guy and I, all on the line together)
had figured out the problem was I couldn't be pinged.  I could be found,
I couldn't be pinged <frown>.

They decided they had to give me a new set of IP#s, and they did.  I had
to renumber my network and change my nameservers.

By 4:15 everything was working, and they set up the new reverse DNS
(it's too small a block to delegate to me).  I spoke to John, the Tech
Support manager, who apologized for having to renumber my system.  He
assured me everything would be fine now.

By 6:30, when they reset their DNS systems, I was offline again
<frown>.  Again I was out to dinner, and didn't know until after 10 pm.

Tonight when I called Mansur at tech support he assured me that nothing
could be done since I wasn't in the DSL Info data base.  I asked if he'd
call John.

I explained that if I were not up and running by the time I got up in
the morning I'd no longer be a Zyan customer.

He assured me he couldn't work on it, but would pass on word to the
morning shift.

Alright, 22 hours down the first time, almost six hours this time, and
no end in site.

So, what will Zyan offer me?

While this was a problem with DSL it could easily have been with a T-1;
even with a T-3.

Now you see why I give my best efforts, but don't GUARANTEE uptime?

Jeff
-- 
Jeff Lasman <jblists@xxxxxxxxxxxxx>
nobaloney.net
P. O. Box 52672
Riverside, CA  92517
voice: (909) 787-8589  *  fax: (909) 782-0205