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Just dealt with a 2 AM outage at our Chicago office and Comcast was useless
Last Tuesday night our primary fiber link went down at 2 AM. Comcast couldn't send a tech until 10 AM even though we pay for 4 hour SLA. I had to failover to our backup DSL line at 50 Mbps for 500 users. Has anyone else had luck negotiating better response times with big carriers?
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gray_nelson4mo ago
Honestly, I used to be the guy who'd say "just follow the contract and escalate" whenever people complained about carrier SLAs. Then we had a similar thing happen here in Denver - our fiber went down at 3 AM on a Saturday, and Comcast basically told us to wait until Monday. I've been through that same "4 hour SLA" nonsense where they don't even start counting the clock until you call them. For us, getting a secondary fiber from a different provider actually helped when negotiating, but even then it took threatening to leave entirely to get real movement. The big carriers just don't care about small-ish offices unless you're spending six figures a month.
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