Rethink your IP Networks
When good IP Networks go bad, you need to apply a little tough love…
Yes, your IP network can have issues, just like your Internet T1, your PRI, your fax line, your credit card line, your frame circuit, your 800#, your VPN, your DSL…OK, you get the picture.
One of the most frustrating truths about telecom is not if the service goes down, but WHEN it will go down. This stuff is based on zeros and ones and years of scientific research to refine the service so it works impeccably, but rain and bulldozers and bad drivers can easily bring down your circuits in a blink of an eye. Now what?
1. Be redundant.
Having redundant services can be a savior. With a little planning, you can have in place additional circuits that may not have the capacity of the circuit that is down, but you can at least be in a position to send and receive email as well as get some or all of your calls.
2. Be prepared.
OK, you just call your rep and start screaming for him to fix this problem yesterday. And that’s fine if you can reach him. But if you can’t, then you are wasting valuable time if you do not have the proper numbers to call. Your rep should be able to help you out in a crisis, but if you are on your own you should be prepared with the direct repair/maintenance line as well as an escalation list.
3. Have an inside contact.
You say you don’t have an inside contact. Well, agents or consultants specialize in being able to escalate repair and billing issues for their customers. The agent may not be able to get your service fixed immediately, but if he is escalating to the right people, he should help get the service up significantly faster than would have been possible without him. A well connected contact can be the difference between a telecom crisis that lasts for days and one that lasts only hours!
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