The "Broadband" center was once known as The Bell
Atlantic Broadband Service Center or BABSC. The
Center underwent a name change to The Bell
Atlantic Data Network Operations Center or
BA-DATA-NOC (some even call it The BADNOC, but
that name is frowned upon). This is due to the fact that Bell Atlantic needed to define the
function of the "Broadband" center to provide a
clearer picture of its purpose. The term Broadband
was not descriptive enough, and was the source of
much confusion when it came to trouble tickets.
The term Data Network Operations Center gives the
correct picture of a center which contain many
groups and Tiers of support. The term teir I, and
teir II can apply to any number of technical
groups within the BA-DATA-NOC. Each piece of
network equipment has a tier I and II support
group. For example IU Activation, Network
Creation, SP Activation, and MCO are Teir I
functions. While Tier II is more concerned
about the actual network equipment: ASAMS (DSLAM),
(ADN) ATM Switches, Routers, Test Servers, and
(Public) ATM Switches. It can be said that once
you are at this point you will be handed over to
the Teir I and Teir II of the ISP, be it BAIS,
AOL, SNJI, or some other ISP. The Broadband name
gave the impression that you the customer was
handled in one continuous path of service from
your ADSL modem to the Internet. This is just not true, service happens as a result of a series of
hand offs and teir hopping: Ex. Teir I of one
group to teir I of another, then to teir II of
still another group. You get the the picture.
I must say that this can become confusing on
a trouble ticket, but the most important fact to
remember is that most of the Teir I folks are
inexperienced and undertrained, and the Teir
II folks are overworked and overloaded with
internal network infastructure problems.
This is still no excuse for poor service, but given time Bell Atlantic will be able to get its
people up to speed.
I hope this helps.
Long Beach, CA
reply to shuttle835
I really hate to nit-pick you guys, since you're being so complete in your explanations, but you keep spelling "Tier" wrong.
Otherwise, EXCELLENT job of reporting. I've done more Tech Support than I ever wanted to, and I know exactly where you're coming from.
Heard any good cup-holder stories lately ?