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Re: cisco TAC
by Michel Ghys 21 Mar '93

21 Mar '93

Hi Hank, As being with Richard Chapman the second person responsible for the certification program you talk about, I'd like to bring you some basic answers to your questions. Cisco's support model is internally divided into 2 'levels' of technical support. THe first level of support will help you correcting your config problems, will give you a quick answer in case your problem is a known problem, will help diagnose new problems and collect the right info,.... The second level will be involved in complex misbehaviours, will analyse traces, and finish diagnising the new problems to present a well defined problem to the development engineering, that will then fix it. The difference between the USA and Europe that you talk about is due to the fact that Cisco sells direct in the USA, and uses distributors in Europe. In Europe, the first level of support is given by the distributors and the local cisco field offices. The second level of support is done by a support team located in Brussels. The US TAC is also split internally into these 2 levels. The US customer sends e-mail to TAC(a)cisco.com. The transfer between level one and 2 is transparent for the customer and done following specific and efficient rules. In Europe, the customer calls his distributor, that accesses the second level team in Brussels when needed also following specific and defined rules. The world wide certification program will in the future allow some customers under specific conditions to contact the second level of support directly. Hope that basic description helps, Michel. > I assume most of you know of this: > > >In an effort to improve our responsiveness to service requests > >forwarded via electronic mail, we will be making a series of > >improvements over the coming months. We ask your cooperation and > >assistance in implementing these changes and enhancements. With few > >exceptions they will not require action on your part. They will, > >however, make available to you options that improve the speed and > >accuracy of our response. > > > >EFFECTIVE IMMEDIATELY Cisco Maintenance customers wishing to open a > >case with the Technical Assistance Center (TAC) should forward their > >requests to TAC(a)CISCO.COM. > > > >Beginning January 1st, 1993, we cannot guarantee responsiveness to > >other channels, i.e. cs(a)cisco.com. > > > >Electronic mail requests received by TAC(a)CISCO.COM between 8am and 5pm > >Pacific USA will be handled with the same responsiveness as telephone > >requests. Please note that Priority 1 - Network Down requests should > >be telephoned into the TAC for immediate action. > > > >FORMATTING your email with your service contract number, your name, > >telephone number, a brief one line problem/question description, and a > >case priority as the first 5 lines in your electronic mail will > >improve our responsiveness. For example: > > > >Cisco service contract number 92snt1234a > >First and last name Jane Doe > >Best number to contact you 415-555-1234 > >Problem/question description Cannot see Appletalk zones > >Case Priority 3 > > > >CASE PRIORITIES are defined as one of the following: > > > >Pri 1 Production network down, critical business impact > >Pri 2 Production net seriously degraded, serious impact > >Pri 3 Network degraded, noticeable impact to business > >Pri 4 General information, non production problems > > So we contacted our cisco distributor to get the official TAC number. > They then spoke to a person named Chapman in cisco who informed them > that we can't get one. Overseas customers have to first contact > their distributor/dealer and only through them can the TAC be approached. > This is because in order to speak to the TAC you not only need a > service contract number but also to be something they call > "TAC certified" - which means you know how to report problems to cisco > properly. In order to become TAC certified you have to undertake a cisco > course. My questions are: > > - do all USA companies go thru this TAC certification process or is this > just a European requirement? > - Has any European cisco user encountered this problem and what have > you done to be able to speak to the TAC directly? > > Thanks, > Hank Nussbacher > Israel > -- ------------------------ Michel Ghys Telephone : +32 2 643 26 26 Customer Engineering Analyst Direct number : +32 2 643 26 32 Fax : +32 2 643 26 27 Cisco Systems International e-mail : mghys(a)cisco.com 250 Avenue Louise BE - 1050 Brussels

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cisco TAC
by Hank Nussbacher 21 Mar '93

21 Mar '93

I assume most of you know of this: >In an effort to improve our responsiveness to service requests >forwarded via electronic mail, we will be making a series of >improvements over the coming months. We ask your cooperation and >assistance in implementing these changes and enhancements. With few >exceptions they will not require action on your part. They will, >however, make available to you options that improve the speed and >accuracy of our response. > >EFFECTIVE IMMEDIATELY Cisco Maintenance customers wishing to open a >case with the Technical Assistance Center (TAC) should forward their >requests to TAC(a)CISCO.COM. > >Beginning January 1st, 1993, we cannot guarantee responsiveness to >other channels, i.e. cs(a)cisco.com. > >Electronic mail requests received by TAC(a)CISCO.COM between 8am and 5pm >Pacific USA will be handled with the same responsiveness as telephone >requests. Please note that Priority 1 - Network Down requests should >be telephoned into the TAC for immediate action. > >FORMATTING your email with your service contract number, your name, >telephone number, a brief one line problem/question description, and a >case priority as the first 5 lines in your electronic mail will >improve our responsiveness. For example: > >Cisco service contract number 92snt1234a >First and last name Jane Doe >Best number to contact you 415-555-1234 >Problem/question description Cannot see Appletalk zones >Case Priority 3 > >CASE PRIORITIES are defined as one of the following: > >Pri 1 Production network down, critical business impact >Pri 2 Production net seriously degraded, serious impact >Pri 3 Network degraded, noticeable impact to business >Pri 4 General information, non production problems So we contacted our cisco distributor to get the official TAC number. They then spoke to a person named Chapman in cisco who informed them that we can't get one. Overseas customers have to first contact their distributor/dealer and only through them can the TAC be approached. This is because in order to speak to the TAC you not only need a service contract number but also to be something they call "TAC certified" - which means you know how to report problems to cisco properly. In order to become TAC certified you have to undertake a cisco course. My questions are: - do all USA companies go thru this TAC certification process or is this just a European requirement? - Has any European cisco user encountered this problem and what have you done to be able to speak to the TAC directly? Thanks, Hank Nussbacher Israel

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RIPE routing object test.
by boss＠sunet.se 20 Mar '93

20 Mar '93

There is a couple of papers in EBONE which seems to have got forgotten in the EAT/EOT action process. EBONE Routing Plan EBONE Use of the RIPE Routing Object These two papers are very much dependant on the RIPE Routing Recommendation. Some time ago a new routing object was defined and is now(?) under testing. I am interested to know if there is a schedule for getting the RIPE routing recommendation approved by RIPE. After this have happended it should be possible to complete the above mentioned papers. Regards, Bernhard.

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Heads up: NCC Funding Discussion
by Daniel Karrenberg 16 Mar '93

16 Mar '93

The latest proposal about the NCC funding model has just been posted on the local-ir(a)ripe.net mailing list. Those -especially service providers- who whould like to participate in the discussion about this should subscribe by sending mail to local-ir-request(a)ripe.net mentioning that they would like a copy of the funing proposal v 0.7.

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Re: RIPE DNS Hostcount February 1993
by Christophe Wolfhugel 15 Mar '93

15 Mar '93

> [ zone transfers adding glue records which are not in the zone files ] Those "glue records getting transferred" problems seems to appear on many systems, Bind 4.8.3, but also Sun's named. I peeked around within all the domains I had access to the zone files and on lots of them got the same problem. Scsnms.switch.ch has a modified release which eliminates those glue records, as well as nikhef.nl probably. I even suspect this to be the cause of crashes we recently had on an HP-UX being secondary (the system hung while named-xfer was running). I'm waiting for Bind 4.9 to see if this problem is persistant. Perhaps could Paul Vixie indicate us if this issue has been adressed, or just even known, in 4.9 ? Christophe Wolfhugel -+- wolf(a)hsc-sec.fr -+- Herve Schauer Consultants

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Re: RIPE DNS Hostcount February 1993
by Willi Huber 15 Mar '93

15 Mar '93

Marten wrote: > Folks, > > A bit later than usual, but here is the February RIPE DNS hostcount. > > - CH, DK, IL and YU all went down, with CH going down almost 3000 hosts. As > far as I could see from the error output, this is due to connectivity issues > and badly configured nameservers ... according to the ch.error file the reason for the lost 3000 host in CH is: >>>>>>>> No nameservers for epfl.CH responded When looking into this error file I also see a lot of entries like: !!! extraneous glue record for scsnms.switch.ch within dial-switch.CH But I can't find the corresponding glue records at all, at least in the hostfiles I am responsible for. In fact I recently gave the same advice (to remove unnecessary glue records) to a customer of SWITCH, we are running a secondary DNS server for. In the transfered zone file there were entries like: $ORIGIN ch. isburg IN NS scsnms.switch.ch. ; Ignoring info about scsnms.switch.ch, not in zone isburg.ch. ; $ORIGIN switch.ch. ; scsnms 512565 IN A 130.59.1.30 But I had to learn, that these entries are NOT caused by unnecessary glue records, they are just generated for what ever reasons by BIND. So are the glue records, the RIPE DNS job detects, also not real? I guess so. Willi Huber

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RIPE DNS Hostcount February 1993
by Marten Terpstra 08 Mar '93

08 Mar '93

Folks, A bit later than usual, but here is the February RIPE DNS hostcount. - CH, DK, IL and YU all went down, with CH going down almost 3000 hosts. As far as I could see from the error output, this is due to connectivity issues and badly configured nameservers ... - The two largest countries (UK and DE) still grow fastest. Again the counts for UK and DE have been done inside the country, whereas all other counts were done centrally from the NCC. SI (Slovenia) jumped from 1 to 126 hosts this month. - Overall a nice increase of 19,000 to almost 323,000. - The full zone output for all countries can again be found on ftp.ripe.net:/ripe/hostcount. - Phil Gross found one of the missing hostcounts in his mail archive. After some digging in my old NIKHEF files, I have also retrieved that one, and have added it to the History below (January 1992 - 141308 hosts). Cheers, -Marten RIPE DNS Hostcount Previous Count : Sun Jan 31 1993 This Count : Sun Feb 28 1993 CY SOA COUNTED DUPL REAL CHANGE ============================================================ al 1 0 0 0 0 at 204 9548 66 9482 + 196 be 36 2554 64 2490 + 832 bg 1 1 0 1 0 by 0 0 0 0 0 ch 119 21185 189 20996 - 2832 cs 77 2043 47 1996 + 295 de 1091 73085 1096 71989 + 5946 dk 92 5336 51 5285 - 98 dz 0 0 0 0 0 ee 11 96 0 96 + 20 es 208 7173 133 7040 + 462 fi 175 20729 509 20220 + 614 fr 377 29661 1145 28516 + 2797 gb 1 6 0 6 + 1 gr 53 680 17 663 - 36 hr 8 163 21 142 + 142 hu 18 763 6 757 + 112 ie 33 1396 30 1366 + 82 is 21 901 10 891 + 79 it 253 9685 101 9584 + 859 il 43 3748 48 3700 - 54 lt 1 0 0 0 0 lu 8 146 1 145 + 32 lv 1 7 0 7 0 nl 319 26879 381 26498 + 1281 no 369 19913 198 19715 + 569 pl 107 2181 9 2172 + 865 pt 66 2107 44 2063 + 162 ro 1 15 0 15 + 15 se 414 28309 301 28008 + 1360 si 3 127 1 126 + 125 su 127 65 0 65 + 5 tn 2 16 0 16 + 1 ua 28 0 0 0 0 uk 509 67392 8542 58850 + 5251 va 0 0 0 0 0 yu 2 2 0 2 - 9 ============================================================ 4779 335912 13010 322902 +19074 History Oct 1990 31724 Nov 1990 33665 Dec 1990 29230 Jan 1991 43832 Feb 1991 - Mar 1991 44506 Apr 1991 46948 May 1991 - Jun 1991 63267 Jul 1991 - Aug 1991 73069 Sep 1991 92834 Oct 1991 104824 Nov 1991 129652 Dec 1991 - Jan 1992 141308 Feb 1992 161434 Mar 1992 167939 Apr 1992 170050 May 1992 182528 Jun 1992 196758 Jul 1992 213017 Aug 1992 221951 Sep 1992 232522 Oct 1992 254585 Nov 1992 271795 Dec 1992 284374 Jan 1993 303828 Feb 1993 322902

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RIPE NCC Outage Today at 18:00 GMT+1
by RIPE NCC Staff 05 Mar '93

05 Mar '93

Colleagues, All NCC machines will be out of service today Friday March 5th at 18:00 GMT+1 for installation of additional disks and major file system rearrangements For this purpose, which we cannot just do in single user mode for those wondering, we will shutdown the complete NCC ethernet to avoid the loss of database updates or other messages when moving filesystems around. We think this whole operation will take some 2 hours, after which we will be back on the air. Apologies for any inconvenience, NCC Staff

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A new document available ripe-82.
by Tony Bates 03 Mar '93

03 Mar '93

A Document known as ripe-82 has been placed in the ripe document store. Ref: ripe-82 Title: Internet Rouitng in a Multi Provider, Multi Path Open Environment Author: Tony Bates, Daniel Karrenberg, Peter Lothberg, Bernhard Stockman, Marten Terpstra Date: 3 March 1993 Format: PS=63491 bytes TXT=27448 bytes How to access: -------------- The documents can be retrieved by anonymous ftp from ftp.RIPE.net in the directory ripe/docs/ripe-docs This document is "For information". This is a document we put together as part of the route-server initiative for the Internet Engineering Planning Group. It discuss the key aspects of the Route-server and GIX model. Enjoy ! --Tony.

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Creation of the GISS Working Group Mailing List.
by RIPE List Maintainer 26 Feb '93

26 Feb '93

The Generic Internet Service Specification Mailing List has been set up. I expect to send the basic `strawman' proposal for this out early next week as proposed at the Prague RIPE meeting. Apologies for not getting to this sooner. Would those who would like to be involved in this topic please subscribe to the mailing list. Please address all correspondence regarding list administration and mail problems associated with the list to <giss-wg-request(a)ripe.net>. This will be the focus for all dicussion regarding the GISS project. ---Tony Bates, RIPE NCC.

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