Not weird company policy... the network engineer sets the policy like he wants, depending on network congestion and available bandwidth, but there is no real need for the support team to be informed about the technical details... the job of support is to fix problems, not to respond to customer enquiries regarding the services they receive. The is the job of the sales department.
If the customer runs over quota and gets restricted speed, as long as support is concerned, everything is fine.
I am probably wrong on something, though, support must have a way of knowing if the customer is still inside his quota or not, or a way to know that the slowdown is due to quota exhaustion. So they at least get an indication whether you are in the normal priority class or the lower priority class, but it is not sure whether they get an indication of your available quota. It depends on the system.
Even if they get one, they probably are requested not to give it, since the ISP reserves itself the right to change it according to capacity, therefore it is better not to give any number since they cannot guarantee anything.
N.O.C. stands for network operations center. Sometimes, NOCs can be reached by email through
noc@domain.net.lb... like for example sodetel NOC can probably be reached at
noc@sodetel.net.lb
The network operating center is responsible for monitoring networks and solving connectivity problems. Its a room with a bunch of people sitting behind computers/laptops. Support handle customers, and if the customer problem turns out to be a problem on the network, the complaint is forwarded to the NOC and NOC engineers handle it.
Support normally dont do things such as changing routes, fixing routers, configuring servers, etc... that is the work of NOC.
(phew... lots of talking...)
