[c-nsp] What is the secret of getting actual support?

[Jared Mauch]

We've found that HTOM really is just code-speak for "will talk to duty manager for you so you don't have to ask to speak to them yourself".

If you're not getting anywhere, phone in and tell them it's been open too long and you want it to stay a P1 until they have resolution for the issue.

I've been an advocate for having something that has been a P3 for "weeks" escalate to a P2.

Also, make sure you are not talking to the BBTAC if there's something that is actually a software defect.  They have limited access to information/tools and no labs to reproduce issues.

You should also phone your AM or SE and also talk to your SSM (service & support manager) if they are not meeting your needs.

Threaten to give poor scores in the annual walker survey (which drives their bonus) if TAC is incapable of taking care of your issues.

Fill out the bingo, give all 1's if you think it was a very poor experience and *DETAIL* in the bingo/post-survey exactly WHY and WHO failed in the process.  Any issue that lingers for more than a week you really *NEED* to talk to the duty manager(DM).  Phone in, give your case number and say "I need to talk to the DM, my case is not progressing".

- Jared

On May 18, 2010, at 9:11 AM, Byrd, William wrote:

> We have a HTOM (High Touch Operations Manager) and a HTE (High Touch
> Engineer) we can escalate issues like this to. If you have neither I'd
> suggest speaking to your account manager about it and having him make the
> push for you. Some AM's are more responsive than others so YMMV.
> 
> Good luck!
> 
> William Collier-Byrd
> will at collier-byrd.net
> 
> 
> On Tue, May 18, 2010 at 9:05 AM, Jason Gurtz <jasongurtz at npumail.com> wrote:
> 
>> I've had a ticket open for 3 weeks now and it's not going anywhere.  I
>> don't care at all that it's been 3 weeks or even if it had been 6 months,
>> since this is not a critical "network down" issue.  It has been escalated
>> to a "Team Leader" and while he is at least reading and understanding the
>> submitted facts on the case, it seems like he is trying to get me to give
>> up on getting the bug fixed rather than get something done and make
>> progress with internal teams.
>> 
>> Should I ask for another escalation?  Will our Cisco account manager
>> actually do something?  The issue has to do with a bug in a Cisco owned
>> automated submission system.
>> 
>> I feel like I bought a Huawei or something! ;)
>> 
>> ~JasonG
>> 
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