Well, I *used* to do support tickets on weekends. But it wasn't official ;)
And thank you for raising the issue... something to discuss with our CS folk
:)
Charles Daminato
OpenSRS Product Manager
Tucows Inc. - chuck@tucows.com
> -----Original Message-----
> From: Doug Friend [mailto:doug@register4less.com]
> Sent: June 17, 2002 4:49 PM
> To: Charles Daminato
> Cc: discuss-list@opensrs.org
> Subject: RE: .us lookups
>
>
> Hi again Charles,
>
> I saw Bill post that too. Must have imagined it then... We've been with
> OpenSRS since pretty much the beginning, and I definately
> remember being able to
> reach people on the weekend and outside office hours on weekdays.
> Maybe the
> support on weekends wasn't an official thing or developers were
> picking up, but
> we were able support was staffed outside of the office hours
> provided now.
>
> Anyway, my point isn't to drag this into a yes it was, not it
> wasn't, but simply
> to raise the issue.
>
> Thanks,
> Doug.
>
> Quoting Charles Daminato <chuck@tucows.com>:
>
> > FWIW, we never had weekend support ;)
> >
> > Charles Daminato
> > OpenSRS Product Manager
> > Tucows Inc. - chuck@tucows.com
> >
> > > -----Original Message-----
> > > From: Doug Friend [mailto:doug@register4less.com]
> > > Sent: June 17, 2002 4:31 PM
> > > To: Charles Daminato
> > > Cc: discuss-list@opensrs.org
> > > Subject: RE: .us lookups
> > >
> > >
> > > Hi Charles,
> > >
> > > Thanks for the update. We saw a good number of other .us errors
> > > 720 error code
> > > over the weekend, and have also noted false lookup responses.
> > > Initial lookups
> > > showed a domain available when it really wasn't, and this of
> > > course is followed
> > > by a domain taken error when we try to process the registration.
> > >
> > > No word on the weekend support thing;)
> > >
> > > Doug.
> > >
> > >
> > > Quoting Charles Daminato <chuck@tucows.com>:
> > >
> > > > One more addendum - the .us registry confirmed that their whois
> > > was having
> > > > problems (from a network stand point). Apparently this should
> > > affect the
> > > > registry..
> > > >
> > > > Charles Daminato
> > > > OpenSRS Product Manager
> > > > Tucows Inc. - chuck@tucows.com
> > > >
> > > > > -----Original Message-----
> > > > > From: owner-discuss-list@opensrs.org
> > > > > [mailto:owner-discuss-list@opensrs.org]On Behalf Of
> Charles Daminato
> > > > > Sent: June 16, 2002 11:30 AM
> > > > > To: Doug Friend
> > > > > Cc: discuss-list@opensrs.org
> > > > > Subject: Re: .us lookups
> > > > >
> > > > >
> > > > > How are things now? The .us registry gave me little
> useable feedback.
> > > > >
> > > > > Charles Daminato
> > > > > TUCOWS Product Manager
> > > > > chuck@tucows.com
> > > > >
> > > > > On Sat, 15 Jun 2002, Charles Daminato wrote:
> > > > >
> > > > > > Doug,
> > > > > >
> > > > > > I'm just as good an anyone - note that I don't always
> > > answer emails on
> > > > > > weekend (although I'm not proving my case at all here).
> > > > > >
> > > > > > If by "brutal" you mean "it's seriously affecting my business",
> > > > > then this
> > > > > > would constitute an emergency. You have to be very certain
> > > that this is
> > > > > > an issue that would warrant escalation. For any registry
> > > > > related issues,
> > > > > > we're powerless to affect change, only to inform our
> > > supplier and hope
> > > > > > they have some feedback we can share (and hope for expedient
> > > > > resolution).
> > > > > >
> > > > > > Since supplier escalation on weekends is barebones/skeleton in
> > > > > nature, our
> > > > > > effectiveness in helping resolve issues will be minimal as well
> > > > > - another
> > > > > > consideration for contacting emergency.
> > > > > >
> > > > > > If you've given thought to whether this constitutes an
> > > > > emergency, and feel
> > > > > > you have no other recourse, you should use the procedure in
> > > place. Just
> > > > > > remember we have a listed policy in place - doing as much
> > > > > investigation on
> > > > > > your own local systems before notifying ourselves (and this is
> > > > > in general,
> > > > > > not for this specific case) will help ensure the
> > > communication to our
> > > > > > on-call staff welcome your complaint. Be sure to
> provide as much
> > > > > > information as possible.
> > > > > >
> > > > > > That being said, I'm contacting the .us (.biz/Neustar) registry
> > > > > to discuss
> > > > > > this with them, so there's no need to go through the
> > > emergency procedure
> > > > > > in this case.
> > > > > >
> > > > > > Charles Daminato
> > > > > > TUCOWS Product Manager
> > > > > > chuck@tucows.com
> > > > > >
> > > > > > On Sat, 15 Jun 2002, Doug Friend wrote:
> > > > > >
> > > > > > > Hi Chuck,
> > > > > > >
> > > > > > > Don't know if you're the right person to ask, but you're very
> > > > > responsive to
> > > > > > > questions on the discuss list, so I'm asking.
> > > > > > >
> > > > > > > My question is in regard to weekend support. Since OpenSRS
> > > > > has cut support on
> > > > > > > the weekends, when there is a problem, I feel the reseller
> > > > > channel is kind of
> > > > > > > left holding the bag 'till Monday rolls around. I know
> > > > > there's an emergency
> > > > > > > system we can access, but don't feel this is sufficient.
> > > > > > >
> > > > > > > I understand the reasons support was reduced and support
> > > > > Tucows's model of
> > > > > > > staying profitable. Tucows is in my opinion an ethical
> > > > > company and good
> > > > > > > partner, a rarity in this industry.
> > > > > > >
> > > > > > > This weekend, .us lookups are brutal. Including .us in a
> > > > > lookup slows down
> > > > > > > lookups of other domains to an unacceptable level, and we're
> > > > > seeing a lot of
> > > > > > > errors coming back on registrations.
> > > > > > >
> > > > > > > We've written to support concerning this problem but don't
> > > > > have a response as of
> > > > > > > yet. Without support to help push this problem and get it
> > > > > resolved, we're in a
> > > > > > > difficult position.
> > > > > > >
> > > > > > > Thanks,
> > > > > > > Doug.
> > > > > > >
> > > > > >
> > > > > >
> > > > >
> > > >
> > > >
> > > >
> > >
> > >
> >
> >
> >
>
>
This archive was generated by hypermail 2.1.3 : Tue Oct 19 2004 - 23:37:18 EDT