Date: Sat, 18 Jan 1997 13:57:20 -0500 (EST) From: Brian Tao <taob@risc.org> To: Giles Lean <giles@nemeton.com.au> Cc: "Jordan K. Hubbard" <jkh@time.cdrom.com>, Annelise Anderson <andrsn@andrsn.stanford.edu>, Amancio Hasty <hasty@rah.star-gate.com>, Michael Smith <msmith@atrad.adelaide.edu.au>, chat@freebsd.org Subject: Re: FreeBSD into larget corp. environment? Message-ID: <Pine.BSF.3.95.970118135408.12692B-100000@alpha.risc.org> In-Reply-To: <199701172031.HAA09750@nemeton.com.au>
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On Sat, 18 Jan 1997, Giles Lean wrote:
>
> I'm very dubious -- this is fine for the -xyz option is wrong in the
> manual page, but not so good for "my fileserver has rebooted three
> times today". Try telling the Operations Manager "I've mailed the
> problem report off ...".
That's why we need a proper trouble ticketing system and a defined
problem escalation policy. If the phone tech can't solve it within an
hour, it goes to 2nd level. If they can't solve it within 4 hours, it
goes to a "software engineer" (or whatever would pass as an S.E. in
this imaginary organization). If another four hours pass, wake up the
gurus. If after a 24-hour period, absolutely no headway has been
made, I guess we can give the customer Jordan's home phone number. ;-)
--
Brian Tao (BT300, taob@risc.org)
"Though this be madness, yet there is method in't"
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