<html><body><div style="color:#000; background-color:#fff; font-family:HelveticaNeue, Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif;font-size:16px"><div id="yui_3_16_0_1_1444057044363_38550"><span id="yui_3_16_0_1_1444057044363_38569">You are correct Peter. It's a constant struggle. For years I used a product from Empirix called Intelisight. It gave us the ability to monitor carriers (and other managed objects) with defined sets of KPI's. Once I saw a carrier have issues (PDD, quality, excessive 503's) I used to call them and tell them they had a problem. Hours or days later they would resolve. I got away from that practice and just routed around them. Funny how they notice that. Once the issue was resolved I put them in a penalty box and slowly added traffic. Once they realized I was measuring their performance and there would be financial repercussions it's amazing how the quality of their under lying carriers improved. My carrier ticket count dropped by 25-30%.</span></div><br> <div style="font-family: HelveticaNeue, Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif; font-size: 16px;" id="yui_3_16_0_1_1444057044363_38686"> <div style="font-family: HelveticaNeue, Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif; font-size: 16px;" id="yui_3_16_0_1_1444057044363_38685"> <div dir="ltr" id="yui_3_16_0_1_1444057044363_38684"> <hr size="1" id="yui_3_16_0_1_1444057044363_38683"> <font size="2" face="Arial" id="yui_3_16_0_1_1444057044363_38716"> <b><span style="font-weight:bold;">From:</span></b> Peter Beckman <beckman@angryox.com><br> <b><span style="font-weight: bold;">To:</span></b> VoiceOps <voiceops@voiceops.org> <br> <b><span style="font-weight: bold;">Sent:</span></b> Tuesday, October 6, 2015 10:27 AM<br> <b><span style="font-weight: bold;">Subject:</span></b> [VoiceOps] Lack of Quality Industry-wide<br> </font> </div> <div class="y_msg_container" id="yui_3_16_0_1_1444057044363_38731"><br>In the last 3 months I've been consistently frustrated by my carriers.<br><br> "3-4 minutes is acceptable delay for delivery of SMS messages."<br><br> "Our termination change now throws 504s instead of 503s 20-50% of the<br> time and adds 2-3 seconds of delay to your call attempts. We didn't<br> notice, and though you did, it's been 3 days and we haven't fixed it.<br> Sorry!"<br><br> "There was an outage? Works for me now!"<br><br> "Someone upstream is intentionally dropping SMS messages. But we can't<br> say who it is, and we can't get them to fix it because they aren't our<br> carrier."<br><br>Does the industry just suck at knowing when their stuff is broken, or only<br>react when enough customers complain? Do carriers simply not instrument,<br>monitor or graph metrics of their operations and proactively monitor and<br>fix issues?<br><br>My Thresholds:<br> * SMS delivery end-to-end: Under 10 seconds<br> * 503 Route Advance: Under 1 second<br> * Response/Notice to termination/API/origination/server outage: 20 minutes<br> * Fix a major issue (or provide a fix timeline): 3 days<br><br>Too many times in the last few months _I_ have been the canary in the<br>carrier's coal mine bringing attention to places where their operations are<br>broken or delayed. And even then, unless I escalate to management (like CEO<br>level), things move at the speed of a sloth. Most of the time it seems I<br>monitor my carrier's infrastructure more closely than they do.<br><br>I hope and dream of the unicorn carrier -- such great operational awareness<br>and execution that it doesn't matter how great their customer service is,<br>I'll never have to talk to them.<br><br>Beckman<br>---------------------------------------------------------------------------<br>Peter Beckman Internet Guy<br><a ymailto="mailto:beckman@angryox.com" class="removed-link" id="yui_3_16_0_1_1444057044363_38737" href="">beckman@angryox.com</a> <a target="_blank" class="removed-link" href="">http://www.angryox.com/</a><br>---------------------------------------------------------------------------<br>_______________________________________________<br>VoiceOps mailing list<br><a ymailto="mailto:VoiceOps@voiceops.org" class="removed-link" href="">VoiceOps@voiceops.org</a><br><a target="_blank" class="removed-link" href="">https://puck.nether.net/mailman/listinfo/voiceops</a><br><br><br></div> </div> </div> </div></body></html>