One of my clients has 11 sites connected to an MPLS network provided by Sprint and part of that service is proactive monitoring for outages. For the past 3 months Sprint have been unable to contact me when an outage occurs as they cannot update their contact information correctly and when they do contact me (or I call into their support center) they fail to meet their SLA’s of 1 hour on ANY of the many outages we’ve had.
The call I received today is the worst I’ve had. Two days ago one of the lines was disconnected (and Sprint notified). 48 hours later I receive my first phone call from Sprint telling me that there is an outage. 48 hours for a proactive monitor?????? The weird thing is that the ticket stats show they have advised me of the outage but yet again they called the wrong number. I have no idea why they are monitoring a disconnected line but 48 hours to let me know is a VERY slow response time.
