Recently we've experienced outage, where we some of our traffic got dropped. After some investigation turned out that one of our Service Provider had an outage in their network and it seems they dropped/blackholed some traffic that we send their way and that lasted for about 5min. The reason for loss that they've provided was "cut of fiber". Explanation that in that case traffic will of course get dropped, there is nothing they can do about it and that's how long it takes to bring service back up.
I've only worked in Enterprise world, so no experience on my side regarding Service Provider environment, but I'm assuming that SP have similar automatic solution for detection and switchover to alternative route (BGP with BFD?) and that it should take a little bit faster then 5min.
Are they trying to make me drop the case or perhaps I should study more about how SP/Enterprise network differences?
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