In the world of networking, "Ostrich Syndrome" refers to a situation where a tool or product detects a problem with a service, but the service provider denies the existence of any issue. The term is drawn from the myth that ostriches bury their heads in the sand to avoid danger—a metaphor for ignoring problems in hopes they will disappear.

When Ostrich Syndrome arises in a network environment, it typically manifests as follows: a network monitoring tool identifies a performance degradation or a fault in a service, but the service provider, relying solely on their own monitoring dashboards or "panes of glass," claims that everything is functioning correctly. The provider then implies that the problem lies not with their service but with the monitoring tool itself. This scenario can be extremely frustrating for IT teams and businesses, especially when the issue directly impacts critical operations.

Here are a few ways to deal with Ostrich Syndrome in networking:

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1. Use Multiple Sources for Validation

When one tool flags a problem and the service provider disputes it, you need more than one data point to support your case. Leverage multiple monitoring tools or cross-reference with different layers of the network stack. For example, you might use SNMP-based polling, synthetic tests (like iperf or traceroute), and application-level analytics to triangulate the issue.

Example:

If an SD-WAN edge node detects packet loss or jitter on a link, you can run independent diagnostics such as MTR (My Traceroute) or PingPlotter from multiple locations to confirm the issue. Fusion's SD-WAN, for instance, has built-in performance monitoring tools that allow for real-time link validation, which can complement traditional ISP monitoring.

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2. Document & Escalate the Issue

Service providers are often hesitant to acknowledge issues, especially if their own systems don’t show signs of trouble. The key here is to document everything meticulously. Include logs, timestamps, error rates, and any diagnostics data you can gather. Present this evidence when escalating the issue.

In many cases, Ostrich Syndrome comes from service providers trusting their tools over yours. However, persistence with well-documented evidence can force them to take another look or even escalate the issue to their engineering teams.

Tip:

Creating a timeline of the events, including the specific tests you’ve run and their results, can help frame your argument. Tools like Fusion's advanced traffic analytics (like Antares) provide detailed metrics that can be leveraged during these conversations.

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3. Leverage Proactive Notification Systems

Avoid relying solely on reactive troubleshooting. When possible, use systems that provide proactive notifications and alerts before issues escalate. Some SD-WAN solutions, such as Fusion’s PWAN, provide automated fault correction mechanisms that can not only alert you but also re-route traffic around problematic links.

Why it Helps:

By having a more proactive approach to network monitoring, you can catch issues early on, sometimes before the service provider’s own systems detect them. These notifications can serve as further evidence in case of a dispute with a provider.

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4. Engage with Independent Auditors or Consultants

In extreme cases, where a service provider denies any responsibility, it may be necessary to bring in a third party to provide an independent analysis. An external audit can sometimes break the deadlock by verifying that the problem exists and attributing it to the responsible party.

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5. Consider Redundancy Options

Sometimes, it’s simply not worth the battle. One of the best ways to avoid Ostrich Syndrome is to design your network with redundancy and failover capabilities. SD-WAN solutions that bond multiple WAN links together allow you to reroute traffic if one link is problematic.

Example:

Fusion's SD-WAN, which supports multiple broadband and 5G links, can automatically detect an issue with one link and fail over to another without human intervention. This ensures business continuity and minimizes downtime, regardless of whether a service provider acknowledges an issue.

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6. Explore Alternatives to Problematic Services

If the Ostrich Syndrome pattern keeps repeating with a specific service provider, you may need to reevaluate that provider's fit for your business. Consistently having to prove that problems exist can be a waste of time and resources. Consider migrating to a more transparent or responsive provider, or introduce failover services to mitigate downtime.

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South African Conundrum

In this neck of the Savanna there is an infatuation by service providers to use cheap plastic dinky toy routers for “business grade” connectivity. These are connected to strip plugs using dodgy shaver plugs. Eish!

These units are as trustworthy as a fart after having had a proper Durban curry.

Wrap

Ostrich Syndrome in networking can be incredibly frustrating, especially when service providers refuse to acknowledge issues because their tools don't detect any problems. However, by using multiple monitoring sources, documenting the issue rigorously, leveraging proactive alert systems, and sometimes even bringing in third-party auditors, you can address the situation head-on.

In many cases, having a robust SD-WAN setup with built-in redundancy can sidestep the issue entirely by rerouting traffic before it becomes a problem. Fusion’s SD-WAN, with its strong focus on performance management and link optimization, is an ideal solution for businesses looking to ensure seamless connectivity without getting caught up in service provider disputes.

Don’t let your network problems be ignored—tackle Ostrich Syndrome with the right tools and strategies!

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Ronald Bartels ensures that Internet inhabiting things are connected reliably online at Fusion Broadband South Africa - the leading specialized SD-WAN provider in South Africa. Learn more about the best SD-WAN in the world: 👉Contact Fusion🚀

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