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RE: cost of misconfigurations
From: Eric Wieling <EWieling () nyigc com>
Date: Thu, 2 Aug 2012 07:08:15 -0400

I do not think occasional outages cause significant loss of customers.  Customers get angry easily, but once an issue 
is fixed, they get happy quickly.  Customers have very short memories and the cost and hassle of changing services is 
often significant.  Outages are never good, but it is better to concentrate on fixing the issue than panic about 
customers canceling their service.

Many times the cause of an outage is totally out of your control.  For example, most of our outages are caused by 
Verizon's aging and neglected copper cable plant.   I often wish some company had the balls to file a class action 
lawsuit over Verizon's neglect of their copper plant, but NOBODY wants to piss off their ILEC, including us.

-----Original Message-----
From: Diogo Montagner [mailto:diogo.montagner () gmail com] 
Sent: Wednesday, August 01, 2012 8:32 PM
To: Darius Jahandarie; Murat Yuksel; nanog () nanog org
Subject: Re: cost of misconfigurations

Hi Darius,

You are right. The lost of a customer due to those things. However, I would classify this as an unknown situation (in 
terms of risk
analisys) because the others I mentioned are possible to calculate and estimate (they are known). But it is very hard 
to estimate if a customer will cancel the contract because 1 or n network outages. In theory, if the customer SLA is 
not being met consecutively, there is a potential probability he will cancel the contract.


On 8/2/12, Darius Jahandarie <djahandarie () gmail com> wrote:
On Wed, Aug 1, 2012 at 8:08 PM, Diogo Montagner 
<diogo.montagner () gmail com> wrote:
A misconfiguration will, at least, impact on two points: network 
outage and re-work. For the network outage, you have to use the SLAs 
to calculate the cost (how much you lost from the customers' revenue) 
due to that outage. On the other hand, there is the time efforts 
spent to fix the misconfiguration. Under the fix, it could be 
removing the misconfig and applying a new one correct. Or just fixing 
the misconfig targeting the correct config. This re-work will 
translate in time, and time can be translated in money spent.

Isn't the largest cost omitted (or at least glossed over) here?
Namely, lost customers due to the outage. That's why people have SLAs 
and rework the network at all -- to avoid that cost.

Darius Jahandarie

Sent from my mobile device

./diogo -montagner

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