Too true Brian. Fiona you need to actually listen to the complaints of the members of this forum and take investigative action rather than telling us the mandate of the Kenya Internet Exchange Point. The members are not raising this issue simply for the heck of it - everyone was inconvenienced terribly by this outage and when the likes of Safaricom do not come up with a reasonable explanation nor a time estimate when the service will resume in the 6 hours they were out, it is un acceptable.

Regards

Suraj Shah
Corporate Affairs Manager

Intel Corporation | Kenya | Office: 7th Floor, Purhsottam Place, Westlands Road next to CfC Stanbic Bank, Nairobi | Tel: +254 20 3601724 / 3601727 | Mobile: +254 722 412277 | Email: surajx.shah@intel.com

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Sent: 15 October 2009 19:55
To: Shah, SurajX
Subject: kictanet Digest, Vol 29, Issue 47

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Today's Topics:

   1. Re: Internet Outage Tuesday Oct-13-2009 (Brian Munyao Longwe)

----------------------------------------------------------------------

Message: 1
Date: Thu, 15 Oct 2009 19:57:22 +0300
From: Brian Munyao Longwe <blongwe@gmail.com>
To: waudo siganga <emailsignet@mailcan.com>
Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke>
Subject: Re: [kictanet] Internet Outage Tuesday Oct-13-2009
Message-ID: <CE29BA66-92A5-41BA-9065-84495813C91A@gmail.com>
Content-Type: text/plain; charset="utf-8"; Format="flowed";
    DelSp="yes"

Very true Waudo and I think that most important thing here is for the
operators/service providers to COMMUNICATE. As long as customers/users
have information, they will generally tend to cool off and give their
supplier time to sort out whatever the problem is. Customer service is
key!

Brian

Sent from my iPhone

On Oct 15, 2009, at 7:35 PM, "waudo siganga" <emailsignet@mailcan.com>
wrote:

> I think what started this thread was an observation that a number of
> disparate users, having disparate services providers, reported
> Internet outage at roughly the same time. I for one know that my
> service provider Wananchi (Zuku service) was down Tuesday morning,
> something they confirmed when we contacted them. When a user is
> down, they are down and they are entitled to ask questions without
> being deflected because all they want is to be online with a
> reliable service, the technicalities notwithstanding.
>
> Waudo
>
>
> On Thu, 15 Oct 2009 18:17 +0300, "Fiona Asonga"
> <tespok@tespok.co.ke> wrote:
>> Hallo Brian
>>
>>
>>
>> Mwangi was not specific about what traffic he was referring to but
>> in his remarks below:
>>
>>
>>
>> ?Does anyone know what happened to the Internet service yesterday.
>>   We had no service from Telkom or Safaricom here and I have heard
>> that Wananchi and Zain were down.
>>
>> Surely an Internet outage -- especially a generalized one -- should
>> be news.   The Internet is not a luxury ... someone somewhere
>> should inform stakeholders. And if the networks, ISPs won't
>> communicate then surely the Government should.?
>>
>>
>>
>> In view of the license established for the KIXP by CCK we don?t ha
>> ndle international traffic. However by expecting serious action su
>> ch as a statement on there being no internet service while there w
>> as be it from other operators just doesn?t add up. Being that I wa
>> s out of the office most of Tuesday therefore access internet via
>> modem as opposed to the office LAN I didn?t experience such a prob
>> lem. That is why I again state; there are many factors that could
>> affect connectivity at the last mile that must be considered. Am s
>> ure Brian as a someone who has been in the industry a long time yo
>> u must be aware of what some of these may be. There are also many
>> more operators licensed to provide internet licenses and they can?
>> t be ignore either. In other words, a blanket statement such as t
>> he one quoted above would do more harm than good.
>>
>>
>>
>> I appreciate the comments that Eric gave: ?Are these not
>> ?quality of Service Issues? that we should increasingly be
>> paying more attention to??
>>
>>
>>
>> The quality of service will improve a lot if we can avoid such
>> blanket statement and contacting the specific operator when an
>> issue arises so as to be sure where the problem is. Brian as long
>> as the traffic is flowing through we assist the operators by
>> letting them know so that they can check their other locations/
>> equipment. TESPOK is keen on addressing quality of service issues
>> amongst the members and trying to get them to adhere to
>> international best practices. Due to working as a team with the
>> peering operators most technical teams are honest on where the
>> problems are on their networks as they seek assistance is resolving
>> some of the issues. However, the support of the end user by being
>> clear on the issues affecting their experience is extremely
>> important.
>>
>>
>>
>> I would propose that Mwangi clarifies what traffic seemed to have a
>> problem.
>>
>>
>>
>> Fiona Asonga
>>
>> Chief Executive Officer
>>
>> Telecommunications Service Providers Association of Kenya/
>>
>> Kenya Internet Exchange Point
>>
>> 14th Floor, Bruce House
>>
>> Standard Street
>>
>>
>>
>> Tel: +254 20 2245 036
>>
>>
>>
>>
>>
>> ?Industry voice in Telecommunications, Providing Policy and Direct
>> ion
>>
>> within the Industry and Government?
>>
>>
>>
>>
>>
>>
>>
>> From: Brian Munyao Longwe [mailto:blongwe@gmail.com]
>> Sent: Thursday, October 15, 2009 5:42 PM
>> To: Fiona Asonga
>> Cc: KICTAnet ICT Policy Discussions
>> Subject: Re: [kictanet] Internet Outage Tuesday Oct-13-2009
>>
>>
>>
>> Hi Fiona,
>>
>> While all of what you have said is true, the only uptime that you
>> can monitor from KIXP (based on how I originally designed it) is
>> uptime for operators/providers/members on their link to KIXP. In
>> other words, there is now way of determining if their upstream/
>> international connectivity is working or not.
>>
>> I believe that the initiator of this thread might have been
>> referring to 'external' internet access as opposed to 'local'
>> internet access.
>>
>> Best regards,
>>
>> Brian
>>
>> On Thu, Oct 15, 2009 at 5:27 PM, Fiona Asonga <tespok@tespok.co.ke>
>> wrote:
>>
>> Hallo Conrad,
>>
>>
>>
>> The Telecommunications Service Providers Association of Kenya set
>> up, runs and manages the Kenya Internet Exchange Point as one of
>> the many services it provides to operators. At the Kenya Internet
>> Exchange Point we are able to
>>
>> ?    Monitor the levels of local internet traffic from connec
>> ted members,
>>
>> ?    Monitor downtime
>>
>> ?    Can generate reports of how long a particular operator w
>> as down and whether the down time is as a result of equipment at t
>> he IXP or other operator location (Downtime of an operator at the
>> KIXP implies that the local internet traffic is going out as inter
>> national traffic then back into the country therefore some delay)
>>
>> ?    Monitor user behavior in terms of what users are doing o
>> nline locally and periods when local internet is most used
>>
>>
>>
>> We also provide shared value add services to peering members that
>> translate to a better experience for the consumer such as
>>
>> ?    Training members? technical staff on new peering standar
>> ds and international best practices (We have a hands on training k
>> it from one of our partners to facilitate this)
>>
>> ?    We have recently introduced shared online security mon
>> itoring tools for all peering members courtesy of a renown global
>> online security experts
>>
>> ?    Peering members get global recognition to enable them pe
>> er directly to other IXPs such as London and Amsterdam
>>
>> ?    We also house the .ke, .net, .com, J-root, F-root and I-
>> root servers or mirror instances
>>
>>
>>
>> We currently have 28 operators, government departments running key
>> services online that require access by the general public and the
>> Academic network are connected at the KIXP.
>>
>>
>>
>> You may contact me if you have any specific queries you may need
>> answered.
>>
>>
>>
>> Kind Regards
>>
>>
>>
>> Fiona Asonga
>>
>> Chief Executive Officer
>>
>> Telecommunications Service Providers Association of Kenya/
>>
>> Kenya Internet Exchange Point
>>
>> 14th Floor, Bruce House
>>
>> Standard Street
>>
>>
>>
>> Tel: +254 20 2245 036
>>
>>
>>
>>
>>
>> ?Industry voice in Telecommunications, Providing Policy and Direct
>> ion
>>
>> within the Industry and Government?
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>>
>> From: kictanet-bounces+tespok=tespok.co.ke@lists.kictanet.or.ke
>> [mailto:kictanet-bounces+tespok=tespok.co.ke@lists.kictanet.or.ke]
>> On Behalf Of Rad!
>> Sent: Thursday, October 15, 2009 3:34 PM
>>
>>
>> To: tespok@tespok.co.ke
>> Cc: KICTAnet ICT Policy Discussions
>>
>> Subject: Re: [kictanet] Internet Outage Tuesday Oct-13-2009
>>
>>
>>
>> Come to think of it, is there some government body or other such
>> entity, public or otherwise, that monitors this sort of thing?
>> Internet uptime and connectivity is pretty much a national resource
>> now -- disrupting the internet or the mobile telephone networks
>> will definitely have an impact on the country and economy. Is there
>> anyone monitoring this?
>>
>> On Thu, Oct 15, 2009 at 3:02 PM, Odhiambo Washington <odhiambo@gmail.com
>> > wrote:
>>
>>
>>
>> On Thu, Oct 15, 2009 at 2:12 PM, Fiona Asonga <tespok@tespok.co.ke>
>> wrote:
>>
>> Hallo Mwangi,
>>
>>
>>
>> I am not sure where you got your information from but based on
>> monitoring tools statistics at the Kenya Internet Exchange Point
>> none of the service providers you have listed had any problems.
>>
>>
>>
>> Hi Fiona,
>>
>>
>>
>> Last night, while connected via Safaricom 3G, and working on a
>> server hosted at KDN by one of the providers, I lost connection to
>> that server at around 10-ish and could not even ping it, though it
>> was and still is UP so there's some credibility to the allegation.
>>
>>
>>
>> --
>> Best regards,
>> Odhiambo WASHINGTON,
>> Nairobi,KE
>> +254733744121/+254722743223
>> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
>> "If you have nothing good to say about someone, just shut up!."
>>    -- Lucky Dube
>>
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>>
>>
>> --
>> Brian Munyao Longwe
>> e-mail: blongwe@gmail.com
>> cell: + 254 722 518 744
>> blog : http://zinjlog.blogspot.com
>> meta-blog: http://mashilingi.blogspot.com
>>
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