North American Network Operators Group|
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Re: How do you handle client contact for network abuse/malware compaints etc.?
On 3/1/06, Nicole Harrington <email@example.com> wrote: ... > In short, how much information do you pass on to support yourself and when. We've found that a simple "we've received complaints about you and your machine. Go here (symantec, fsecure, windowsupdate, etc) and patch your machine." works pretty well. By and large, everyone replies back with "yeah, I was missing X, Y, and Z patches" or "I found such-and-such virus and disinfected it". Maybe one in a few thousand asks for logs. When the user asks for logs, we're pretty forthcoming with them. They might just have the same info in their windows/norton/whatever logs already. In short, we tell them they have a problem, give them the tools to fix it, and if asked will show them the complaint, but usually that buck stops with us. CK -- GDB has a 'break' feature; why doesn't it have 'fix' too?