Technical Meeting Notes

Overview

  • Discussion about momentum on ongoing technical issues. Lack of full understanding of the problems.

Issues with Palo Alto

  • Decrypted packets causing issues is deemed nonsensical.

  • Hardware potential is less than 1%, but not fully ruled out. Testing conducted from both IONS and directly connected laptops.

  • Successful direct sending of traffic, however, issues arise through Prismaccess, resulting in slower downloads.

Team Coordination and Updates

  • Updates from the ongoing issue with Palo Alto are being provided by the speaker. Team collaboration ongoing with side testing.

  • Notable lingering problems need addressing quickly due to legacy side issues reported by the site.

Ticket Management Update

  • High-end tickets are being addressed with minimal customer impact.

  • Overview of high-level priority tickets concerning fiber secure links, ensuring no service impact was confirmed, with auto-recovery of tunnels.

  • P-4 tickets primarily from storm-related link flaps, with no customer impact noted.

Monitoring and Troubleshooting

  • Multiple P-2 reports being investigated, but no service impact identified.

  • Discussion on the Brook Park office with priority mismatch and its possible intentional outcome to avoid frequent failovers.

  • Testing of tunnel impacts on various locations, including Tokyo and fiber connections in Ohio.

Incident Reports

  • Reviewing incidents opened over the last week, 56 total incidents, with 53 resolved.

  • Noted and escalated fiber link alerts, confirmed as informational with no service impact.

Technical Considerations and Improvements

  • Ongoing testing for Provo Newberry VPN to validate routes scheduled for February 10th, with a follow-up call scheduled with Palo support.

  • Requirements for updates and confirmations needed for various office operations and service area transitions.

Tickets and Escalation Processes

  • Clarification required on incident escalation processes, particularly regarding not opening tickets due to a lack of information.

  • Discussion on the necessity for appropriate escalation for circuit issues as reported, ensuring timely response without dependency on reminders.

Collaboration with OpenText

  • Ongoing discussions and tasks surrounding collaboration with OpenText, including OpenText Micro Focus updates and sales order confirmations.

  • Specific dates scheduled for service migrations and project timelines across various locations, ensuring all parties are well informed.

Next Steps and Follow-Ups

  • Follow up on unresolved incident tickets, particularly related to recurring process crashes and alerts.

  • Scheduled meetings for pipeline confirmations and ongoing reviews for each service area to ensure proper reporting and communication.

  • Exploring strategic decisions related to network infrastructure and incident response to eliminate future confusion or downtime.

Closing Remarks

  • Importance of addressing high-impact incidents and maintaining precise communication regarding service operations.

  • Recognition of the need for thorough testing and assessment of technical systems to improve reliability and minimize interruptions.