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Re: [LUG] The old I SP problem
Julian Hall wrote:
In defence of support staff
Hi All,
Sorry if that last one came across as a bit of a rant, it wasn't
intended to :)
I have just had one final thought though: Premium Rate support lines
are governed by ICSTIS ( www.icstis.org ). If you call a Premium Rate
support line they are legally barred from supporting anything they have
not supplied to you. In the case of my last employer we had the rules
bent for us to say we were only allowed to support items we had been
*trained on*. An important distinction - otherwise we couldn't have
supported anything other than the software we supplied on CD, and if the
customer hadn't used it, nothing.
So the poor soul on the other end of the phone saying "I'm sorry I can't
support you on that" may well be telling the legal truth. They don't
want to lose their jobs and the company would quite like to stay in
business :) IIRC the fines for breaching ICSTIS regulations were quite
punitive, and they could even order the support line closed until the
issue was resolved. Needless to say the ISP in question could lose a
LOT of money in business above the fines, and if they were an outsourced
tech support company could even lose the contract. Not to mention if
Ofcom got involved.
Anyway, enough from me.. I'm off to bed :)
Cheers,
Julian
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