Difference between having support on shift to answer the phone and work with the customer and having them page out a service tech. For DIA we page and escalate after hours and get a tech out of bed if we have to. For SMB we try, i.e if someone is available and willing then we dispatch and pay the overtime. They aren't going to be offline over the weekend but they also won't get a 2AM service call like DIA. For residential it gets fit into the next business days schedule.
On Tue, Aug 6, 2019 at 12:01 PM Mike Hammett <af...@ics-il.net> wrote: > Well, that's one strategy. The other is you have a guy whose normal shift > covers evenings, serving residential customers. > > > > ----- > Mike Hammett > Intelligent Computing Solutions <http://www.ics-il.com/> > <https://www.facebook.com/ICSIL> > <https://plus.google.com/+IntelligentComputingSolutionsDeKalb> > <https://www.linkedin.com/company/intelligent-computing-solutions> > <https://twitter.com/ICSIL> > Midwest Internet Exchange <http://www.midwest-ix.com/> > <https://www.facebook.com/mdwestix> > <https://www.linkedin.com/company/midwest-internet-exchange> > <https://twitter.com/mdwestix> > The Brothers WISP <http://www.thebrotherswisp.com/> > <https://www.facebook.com/thebrotherswisp> > > > <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg> > ------------------------------ > *From: *"Kurt Fankhauser" <lists.wavel...@gmail.com> > *To: *"AnimalFarm Microwave Users Group" <af@af.afmug.com> > *Sent: *Tuesday, August 6, 2019 11:12:31 AM > *Subject: *Re: [AFMUG] residential customers that alway claiming > "business use" > > and no after hours response on Residential > > On Tue, Aug 6, 2019 at 12:10 PM <ch...@wbmfg.com> wrote: > >> I used to publish a triage/response time sheet in our faq page. >> Something like: “Residential trouble tickets would be dispatched to a >> technician within 24 hours on business days when when work load permits. >> Business customers have priority over residential customers. No weekend >> response.” >> >> *From:* Lewis Bergman >> *Sent:* Tuesday, August 6, 2019 10:02 AM >> *To:* AnimalFarm Microwave Users Group >> *Subject:* Re: [AFMUG] residential customers that alway claiming >> "business use" >> >> Sounds like they want an SLA type service so they need an SLA type price. >> >> On Tue, Aug 6, 2019 at 10:45 AM Kurt Fankhauser <lists.wavel...@gmail.com> >> wrote: >> >>> What is everyone doing for all these residential customers that when >>> their internet is down are always requesting expedited repairs beause they >>> need they are "running a business from home" etc? >>> >>> Do you make them jump up to business package? Or add a fee on their >>> bill for >>> "commercial use"??? >>> >>> Seems to be happening all the time lately and I feel like they are >>> taking advantage of residential pricing but wanting business type service. >>> >>> >>> -- >>> AF mailing list >>> AF@af.afmug.com >>> http://af.afmug.com/mailman/listinfo/af_af.afmug.com >>> >> >> >> -- >> Lewis Bergman >> 325-439-0533 Cell >> >> ------------------------------ >> -- >> AF mailing list >> AF@af.afmug.com >> http://af.afmug.com/mailman/listinfo/af_af.afmug.com >> >> -- >> AF mailing list >> AF@af.afmug.com >> http://af.afmug.com/mailman/listinfo/af_af.afmug.com >> > > -- > AF mailing list > AF@af.afmug.com > http://af.afmug.com/mailman/listinfo/af_af.afmug.com > > -- > AF mailing list > AF@af.afmug.com > http://af.afmug.com/mailman/listinfo/af_af.afmug.com > -- Carl Peterson *PORT NETWORKS* 401 E Pratt St, Ste 2553 Baltimore, MD 21202 (410) 637-3707
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