Maybe its show lack of quality/affordable products in this area (monitoring voip)? On 6/10/2015 18:27, Peter Beckman wrote:
In the last 3 months I've been consistently frustrated by my carriers.
"3-4 minutes is acceptable delay for delivery of SMS messages."
"Our termination change now throws 504s instead of 503s 20-50% of the time and adds 2-3 seconds of delay to your call attempts. We didn't notice, and though you did, it's been 3 days and we haven't fixed it. Sorry!"
"There was an outage? Works for me now!"
"Someone upstream is intentionally dropping SMS messages. But we can't say who it is, and we can't get them to fix it because they aren't our carrier."
Does the industry just suck at knowing when their stuff is broken, or only react when enough customers complain? Do carriers simply not instrument, monitor or graph metrics of their operations and proactively monitor and fix issues?
My Thresholds: * SMS delivery end-to-end: Under 10 seconds * 503 Route Advance: Under 1 second * Response/Notice to termination/API/origination/server outage: 20 minutes * Fix a major issue (or provide a fix timeline): 3 days
Too many times in the last few months _I_ have been the canary in the carrier's coal mine bringing attention to places where their operations are broken or delayed. And even then, unless I escalate to management (like CEO level), things move at the speed of a sloth. Most of the time it seems I monitor my carrier's infrastructure more closely than they do.
I hope and dream of the unicorn carrier -- such great operational awareness and execution that it doesn't matter how great their customer service is, I'll never have to talk to them.
Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman at angryox.com http://www.angryox.com/ --------------------------------------------------------------------------- _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops