5.10.06
Daniel doesn't configure your Cisco
Nope. Sure don't. This isn't to be confused with "I can't configure your Cisco router", because I can. But, I don't and some customers can't seem to wrap their minds around that fact.
To preface this, I work for an ISP that services small to medium businesses. The work I do involves making changes to the heart and soul of the data network and assisting the customer with getting their data services up to their satisfaction. This is mainly done using our managed router service.
Most of the time, these installs go smoothly. Yeah, there are a few bumps in the road at times, but they get resolved. The advantage of these hard times, though, is that regardless of cause we own the problem. Our core, our CPE, our local loop. But, for every 50 installs I do under these conditions, there is one install were the customer wants to use "their router".
Fortunately, most customers have vendors they hire to actually configure those things themselves.....but then there are those that don't. Those are the customers that heed the advice to "get a Cisco 'cause they're guuuuuuuud", but refuse to purchase any support from Cisco to help configure their new router. Why? Because they just finished dropping $2800 on the freaking thing...and that's what the ISP is for, right? Eeehhh, wrong!
1) No matter how desperate you are, allowing me telnet or ssh access into your device opens up a "well he was in it" window I'm not prepared to crawl through. Not only is there a liability issue, but when it breaks, where is that finger going to point?
2) We're your ISP, not vendor. "Good customer service" does not involve extending demarcs, installing programs, configuring your private CPE, or walking your dog (though I do like dogs). Point is, there are many people that fill roles in supporting a business and we all have our niche.
3) This may be personal, but why would I do for free what I can charge you $100/hr for under any other circumstance?
What I will do is provide you with all the IP info you need, suggest you use PPP encapsulation (heck, I'd even set my encapsulation to HDLC-compatible), and probably warn you not to plug your FE interface into the DSX port off of our channel bank (once had a cust turn his PIX 501 into a 3 port firewall like that).
Oh, yeah....I'll also suggest getting that official support. It'll be the best money spent.
12:39 am in teknikol pepole | 1 person viewing0 ramblings so far