Morning, I understand there's another major fibre outage resulting to ISP being grounded. At least I know one that is down now. It has taken me a while to know this as the calls to the ISP ISDN line were going unanswered. This is very common with many ISP's in Kenya when they have an outage they just ignore or refuse to take calls. I was just wondering when our ISP will start getting concerned of the effect that an outage has on a modern company. One of the ISP client I know is a health insurance company and do alot of correspondence via email. They now have to use alternative means to send hospital authorization letters, their clients have to call them to reach them. Some patients may have to wait longer before they are admitted to hospital and some may have life threatening conditions. Who will pay for all these costs? Does anyone ever think about this? I think someone needs to sue these guys once of course with a water tight SLA so they can start taking their seriously and keeping by their promises (whatever 99.9% availability means on Internet SLA's in Kenya). My other concern is the communication because as a result of the downtown you can imagine how much money is wasted as people make calls for technical support. Why cant they broadcast a message on radio for example at least this would save some of their clients all the calls. my thoughts regards, James
Hi James, On 12/2/10 11:20 AM, James Kagwe wrote:
Morning,
I understand there's another major fibre outage resulting to ISP being grounded. At least I know one that is down now. It has taken me a while to know this as the calls to the ISP ISDN line were going unanswered. This is very common with many ISP's in Kenya when they have an outage they just ignore or refuse to take calls. I was just wondering when our ISP will start getting concerned of the effect that an outage has on a modern company. One of the ISP client I know is a health insurance company and do alot of correspondence via email. They now have to use alternative means to send hospital authorization letters, their clients have to call them to reach them. Some patients may have to wait longer before they are admitted to hospital and some may have life threatening conditions. Who will pay for all these costs? Does anyone ever think about this?
If the ISP is not connected to the KIXP - then thats a problem. If they are connected to KIXP, life should go on as normal for traffic within East Africa i.e Kenya, Uganda, Rwanda and Mozambique since we can reach networks this countries via KIXP. If the customers email are hosted on the cloud - well they need to review their hosting policy. Basically today, am happy hosting my email locally because life doesnt stop with SEACOM or TEAMS outages. my 2 cents. Michuki.
On 2 December 2010 14:27, Michuki Mwangi <michuki@swiftkenya.com> wrote:
Hi James,
On 12/2/10 11:20 AM, James Kagwe wrote:
Morning,
I understand there's another major fibre outage resulting to ISP being grounded. At least I know one that is down now. It has taken me a while to know this as the calls to the ISP ISDN line were going unanswered. This is very common with many ISP's in Kenya when they have an outage they just ignore or refuse to take calls. I was just wondering when our ISP will start getting concerned of the effect that an outage has on a modern company. One of the ISP client I know is a health insurance company and do alot of correspondence via email. They now have to use alternative means to send hospital authorization letters, their clients have to call them to reach them. Some patients may have to wait longer before they are admitted to hospital and some may have life threatening conditions. Who will pay for all these costs? Does anyone ever think about this?
If the ISP is not connected to the KIXP - then thats a problem. If they are connected to KIXP, life should go on as normal for traffic within East Africa i.e Kenya, Uganda, Rwanda and Mozambique since we can reach networks this countries via KIXP.
If the customers email are hosted on the cloud - well they need to review their hosting policy. Basically today, am happy hosting my email locally because life doesnt stop with SEACOM or TEAMS outages.
Unfortunately, some if not MOST of people even techies use external (outside KIXP arena) DNS'es - this definately bring them down. My understanding would be, first use a local DNS then international if you must as a secondary/tertiary DNS. Wilson.
my 2 cents.
Michuki. _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
An even simpler solution is to have the ISDN callers reach an Auto-Attendant with information on the incident and route non-service related calls that are related to other department e.g. Accounts as usual. R D On Thu, Dec 2, 2010 at 11:20 AM, James Kagwe <kagwejg@gmail.com> wrote:
Morning,
I understand there's another major fibre outage resulting to ISP being grounded. At least I know one that is down now. It has taken me a while to know this as the calls to the ISP ISDN line were going unanswered. This is very common with many ISP's in Kenya when they have an outage they just ignore or refuse to take calls. I was just wondering when our ISP will start getting concerned of the effect that an outage has on a modern company. One of the ISP client I know is a health insurance company and do alot of correspondence via email. They now have to use alternative means to send hospital authorization letters, their clients have to call them to reach them. Some patients may have to wait longer before they are admitted to hospital and some may have life threatening conditions. Who will pay for all these costs? Does anyone ever think about this?
I think someone needs to sue these guys once of course with a water tight SLA so they can start taking their seriously and keeping by their promises (whatever 99.9% availability means on Internet SLA's in Kenya). My other concern is the communication because as a result of the downtown you can imagine how much money is wasted as people make calls for technical support. Why cant they broadcast a message on radio for example at least this would save some of their clients all the calls.
my thoughts
regards, James _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
I totally agree with you James.Iam so annoyed by my ISP coz they never communicate unless you call them on their jammed lines(they put phone heads down so that they can sound jammed) to know what is going on.We seriously need one of us to start an ISP that understands the impact of downtime on business. Regards, Monicah On Thu, Dec 2, 2010 at 11:20 AM, James Kagwe <kagwejg@gmail.com> wrote:
Morning,
I understand there's another major fibre outage resulting to ISP being grounded. At least I know one that is down now. It has taken me a while to know this as the calls to the ISP ISDN line were going unanswered. This is very common with many ISP's in Kenya when they have an outage they just ignore or refuse to take calls. I was just wondering when our ISP will start getting concerned of the effect that an outage has on a modern company. One of the ISP client I know is a health insurance company and do alot of correspondence via email. They now have to use alternative means to send hospital authorization letters, their clients have to call them to reach them. Some patients may have to wait longer before they are admitted to hospital and some may have life threatening conditions. Who will pay for all these costs? Does anyone ever think about this?
I think someone needs to sue these guys once of course with a water tight SLA so they can start taking their seriously and keeping by their promises (whatever 99.9% availability means on Internet SLA's in Kenya). My other concern is the communication because as a result of the downtown you can imagine how much money is wasted as people make calls for technical support. Why cant they broadcast a message on radio for example at least this would save some of their clients all the calls.
my thoughts
regards, James _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
Guys want 100% uptime, superb customer service, immediate broadcasts even before ISP has established point of failure and all this for for less than $400 per MB???????????????????????????? From: skunkworks-bounces@lists.my.co.ke [mailto:skunkworks-bounces@lists.my.co.ke] On Behalf Of Monicah Muigai Sent: Thursday, December 02, 2010 7:33 PM To: Skunkworks Mailing List Subject: Re: [Skunkworks] When a whole ISP go down I totally agree with you James.Iam so annoyed by my ISP coz they never communicate unless you call them on their jammed lines(they put phone heads down so that they can sound jammed) to know what is going on.We seriously need one of us to start an ISP that understands the impact of downtime on business. Regards, Monicah On Thu, Dec 2, 2010 at 11:20 AM, James Kagwe <kagwejg@gmail.com> wrote: Morning, I understand there's another major fibre outage resulting to ISP being grounded. At least I know one that is down now. It has taken me a while to know this as the calls to the ISP ISDN line were going unanswered. This is very common with many ISP's in Kenya when they have an outage they just ignore or refuse to take calls. I was just wondering when our ISP will start getting concerned of the effect that an outage has on a modern company. One of the ISP client I know is a health insurance company and do alot of correspondence via email. They now have to use alternative means to send hospital authorization letters, their clients have to call them to reach them. Some patients may have to wait longer before they are admitted to hospital and some may have life threatening conditions. Who will pay for all these costs? Does anyone ever think about this? I think someone needs to sue these guys once of course with a water tight SLA so they can start taking their seriously and keeping by their promises (whatever 99.9% availability means on Internet SLA's in Kenya). My other concern is the communication because as a result of the downtown you can imagine how much money is wasted as people make calls for technical support. Why cant they broadcast a message on radio for example at least this would save some of their clients all the calls. my thoughts regards, James _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24 <http://my.co.ke/phpbb/viewtopic.php?f=24&t=94> &t=94 ------------ Other services @ http://my.co.ke
Tony, to a point..... I agree with you. If you want 100% uptime pay for it !! On Fri, Dec 3, 2010 at 8:16 AM, Tony Gacheru <tonygacheru@gmail.com> wrote:
Guys want 100% uptime, superb customer service, immediate broadcasts even before ISP has established point of failure and all this for for less than $400 per MB????????????????????????????
From: skunkworks-bounces@lists.my.co.ke [mailto:skunkworks-bounces@lists.my.co.ke] On Behalf Of Monicah Muigai Sent: Thursday, December 02, 2010 7:33 PM To: Skunkworks Mailing List Subject: Re: [Skunkworks] When a whole ISP go down
I totally agree with you James.Iam so annoyed by my ISP coz they never communicate unless you call them on their jammed lines(they put phone heads down so that they can sound jammed) to know what is going on.We seriously need one of us to start an ISP that understands the impact of downtime on business.
Regards, Monicah
On Thu, Dec 2, 2010 at 11:20 AM, James Kagwe <kagwejg@gmail.com> wrote:
Morning,
I understand there's another major fibre outage resulting to ISP being grounded. At least I know one that is down now. It has taken me a while to know this as the calls to the ISP ISDN line were going unanswered. This is very common with many ISP's in Kenya when they have an outage they just ignore or refuse to take calls. I was just wondering when our ISP will start getting concerned of the effect that an outage has on a modern company. One of the ISP client I know is a health insurance company and do alot of correspondence via email. They now have to use alternative means to send hospital authorization letters, their clients have to call them to reach them. Some patients may have to wait longer before they are admitted to hospital and some may have life threatening conditions. Who will pay for all these costs? Does anyone ever think about this?
I think someone needs to sue these guys once of course with a water tight SLA so they can start taking their seriously and keeping by their promises (whatever 99.9% availability means on Internet SLA's in Kenya). My other concern is the communication because as a result of the downtown you can imagine how much money is wasted as people make calls for technical support. Why cant they broadcast a message on radio for example at least this would save some of their clients all the calls.
my thoughts
regards, James _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
I don't think 400 USD per MB is cheap. By international standards, it is quite expensive And yes, people want 100% uptime all the time. You pay for an agreed level of service with your provide, honour you part of the bargain by paying you dues, so the provider should honour their part by delivering service 100% all the time. Alvin and Tony, What would you do if you went to a supermarket, bought a loaf of bread for KES 30 (which I think is cheaper than 400 USD) only to get home and find a couple of slices missing?
If we knew there was a downtime, we would not have to jam their switchboards and we would look for alternative means to conduct business, for those of us depending on the net. All we ask, is can the providers of information provide timely information when the link is down, not wait for you to sweet talk info out of them. maybe an SMS to all affected subscribers, or maybe a message when you dial their lines?
Those experiencing 100% uptime - like me in my residential house - are on VSAT ./Ok3ch On Fri, Dec 3, 2010 at 9:13 AM, Dennis Kioko <dmbuvi@gmail.com> wrote:
If we knew there was a downtime, we would not have to jam their switchboards and we would look for alternative means to conduct business, for those of us depending on the net. All we ask, is can the providers of information provide timely information when the link is down, not wait for you to sweet talk info out of them. maybe an SMS to all affected subscribers, or maybe a message when you dial their lines? _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
If you are not getting sms and email broadcast from your provider when there is an outage its time to move on.. From: skunkworks-bounces@lists.my.co.ke [mailto:skunkworks-bounces@lists.my.co.ke] On Behalf Of Dennis Kioko Sent: Friday, December 03, 2010 9:13 AM To: Skunkworks Mailing List Subject: Re: [Skunkworks] When a whole ISP go down If we knew there was a downtime, we would not have to jam their switchboards and we would look for alternative means to conduct business, for those of us depending on the net. All we ask, is can the providers of information provide timely information when the link is down, not wait for you to sweet talk info out of them. maybe an SMS to all affected subscribers, or maybe a message when you dial their lines?
Philip, Try reading the terms of agreement like I did a year or two back then you will know what am saying :-( On Fri, Dec 3, 2010 at 8:54 AM, Philip Musyoki <pmusyoki@gmail.com> wrote:
I don't think 400 USD per MB is cheap. By international standards, it is quite expensive And yes, people want 100% uptime all the time. You pay for an agreed level of service with your provide, honour you part of the bargain by paying you dues, so the provider should honour their part by delivering service 100% all the time. Alvin and Tony, What would you do if you went to a supermarket, bought a loaf of bread for KES 30 (which I think is cheaper than 400 USD) only to get home and find a couple of slices missing?
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Its not possible to compare an orange and an apple... penetration is still very poor in Kenya so economies of scale are against us, we are also 90% importers of content unlike US or Europe and therefore have to pay extra to backhaul that content. So at 400USD the ISP is barely breaking even. From: skunkworks-bounces@lists.my.co.ke [mailto:skunkworks-bounces@lists.my.co.ke] On Behalf Of Philip Musyoki Sent: Friday, December 03, 2010 8:54 AM To: Skunkworks Mailing List Subject: Re: [Skunkworks] When a whole ISP go down I don't think 400 USD per MB is cheap. By international standards, it is quite expensive And yes, people want 100% uptime all the time. You pay for an agreed level of service with your provide, honour you part of the bargain by paying you dues, so the provider should honour their part by delivering service 100% all the time. Alvin and Tony, What would you do if you went to a supermarket, bought a loaf of bread for KES 30 (which I think is cheaper than 400 USD) only to get home and find a couple of slices missing?
Tony, You sound as if you work for some ISP.
lol On Fri, Dec 3, 2010 at 11:54 AM, Philip Musyoki <pmusyoki@gmail.com> wrote:
Tony, You sound as if you work for some ISP.
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Or send an email .....LOL (written in font: sarcastica bold) Kind regards, Paul Mwachi -- Top Tier Software Developers - The Effective Process - Your Organization -----Original Message----- From: skunkworks-bounces@lists.my.co.ke [mailto:skunkworks-bounces@lists.my.co.ke] On Behalf Of James Kagwe Sent: Thursday, December 02, 2010 11:21 AM To: Skunkworks Mailing List Subject: [Skunkworks] When a whole ISP go down Morning, I understand there's another major fibre outage resulting to ISP being grounded. At least I know one that is down now. It has taken me a while to know this as the calls to the ISP ISDN line were going unanswered. This is very common with many ISP's in Kenya when they have an outage they just ignore or refuse to take calls. I was just wondering when our ISP will start getting concerned of the effect that an outage has on a modern company. One of the ISP client I know is a health insurance company and do alot of correspondence via email. They now have to use alternative means to send hospital authorization letters, their clients have to call them to reach them. Some patients may have to wait longer before they are admitted to hospital and some may have life threatening conditions. Who will pay for all these costs? Does anyone ever think about this? I think someone needs to sue these guys once of course with a water tight SLA so they can start taking their seriously and keeping by their promises (whatever 99.9% availability means on Internet SLA's in Kenya). My other concern is the communication because as a result of the downtown you can imagine how much money is wasted as people make calls for technical support. Why cant they broadcast a message on radio for example at least this would save some of their clients all the calls. my thoughts regards, James _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://orion.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
participants (11)
-
Alvin Jason Ochieng -
Denis G. Wahome -
Dennis Kioko -
James Kagwe -
Michuki Mwangi -
Monicah Muigai -
Okechukwu -
Paul Mwachi -
Philip Musyoki -
Thuo Wilson -
Tony Gacheru