I would generally agree that non-paying customers should not get top-shelf service, but when it is someone with clue calling (your people should be able to tell, they should be clueful to a degree) about an issue that is being sourced from your network, or transits your network, is it not an issue that you should be involved in anyway?
Why wait for the call from your upstream when you can get a jump on the problem?
James H. Smith II NNCDS NNCSE
Systems Engineer
The Presidio Corporation
Yeah, I know, top-posting is frowned upon. I have other bad habits…