[c-nsp] Question for TAC

[David White, Jr. (dwhitejr)]

We do actually try to 'ramp down' engineers who are going on vacation
soon, for long periods of time - to stop them taking on new cases prior
to leaving - to avoid these types of issues; as well as handing off hot
cases prior to leaving; and assigning others to look over open issues
when they are gone; and notify customers of who to contact if the
primary engineer is out of the office... 

We aren't perfect, but do our best to minimize customer impact due to
engineer's absences.

David.

On 4/30/2015 10:48 AM, Steve Mikulasik wrote:
> I have noticed this as well. Maybe Cisco should develop a system where people going on vacation in 1-2 weeks don't get certain types of tickets. 
>
> Stephen Mikulasik
>
> -----Original Message-----
> From: cisco-nsp [mailto:cisco-nsp-bounces at puck.nether.net] On Behalf Of Eric Van Tol
> Sent: Thursday, April 30, 2015 8:44 AM
> To: David White, Jr. (dwhitejr)
> Cc: cisco-nsp at puck.nether.net
> Subject: Re: [c-nsp] Question for TAC
>
> First, thank you for responding.
>
>> I know your original post was a <rant>, but I wanted to respond 
>> because as someone who lives, eats and breathes my customer's problems 
>> (just like my fellow TAC engineers) it hits hard when I hear about 
>> something like this.  As others have mentioned, there are escalation 
>> paths within and outside of TAC to assist you when you do not feel 
>> your problem is getting the attention it needs.  But I don't think 
>> that really addresses your rant.  All I can say is that engineers do 
>> need to take time off occasionally (whether sickness, travel or 
>> vacation), but it should not be something that you would experience regularly.
> I know people need to take time off.  It just seems like the "I'm going to be on vacation" line happens a lot more than one would expect it should.  Clearly, I'm not the only one who has experienced this.
>
>> This much I know is true, working in TAC isn't so much of a job as a 
>> life choice.  We are here because we want to help people (our 
>> customers) and we like solving complex challenging problems.  Our 
>> customers come first (often at the expense of many other parts of our life).
> I do not doubt that 99% of TAC wants to help, as that's why they're in TAC.  It's why I do what I do, too.  We're in the same boat, that respect.  My rant was not at all about TAC's willingness to help, or their competency, but rather the frustratingly high number of incidents where engineers take cases and immediately go on vacation.  I just wanted to see if this was common and I think I got my answer.
>
> Thanks,
> evt
>
> P.S. TAC management is doing something right because the quality of TAC engineers has improved greatly, in my experience, over the past few years.  Others may disagree, but that's my take.
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