I have good luck with ServerPlus. Part of the quality you get from them
depends on the quality of the decision tree you give them.
*From:* Sterling Jacobson
*Sent:* Thursday, August 31, 2017 10:22 PM
*To:* af@afmug.com
*Subject:* Re: [AFMUG] Serverplus/powercode users, OT
Not surprising, but sad to hear things haven’t changed one bit with
ServerPlus in the years since I swore I would never use them again, lol!
*From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones
*Sent:* Thursday, August 31, 2017 8:45 PM
*To:* af@afmug.com
*Subject:* Re: [AFMUG] Serverplus/powercode users, OT
Supposed to specifically state not to ask for a mac from box. Because it
was an issue. But, i bet we get an accurate bill. The bills are always
consistent. The level of irate i have right now excedes my bac, thats
pretty high at 944 pm
On Aug 31, 2017 9:31 PM, "Josh Luthman" <j...@imaginenetworksllc.com> wrote:
That idea is coming from somewhere and I too would think it comes
from the DT. None of my calls say anything about MAC (we NAT our SM).
Josh Luthman
Office: 937-552-2340 <tel:(937)%20552-2340>
Direct: 937-552-2343 <tel:(937)%20552-2343>
1100 Wayne St
Suite 1337
Troy, OH 45373
On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett <af...@ics-il.net> wrote:
What does your DT say to do?
-----
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: *"Steve Jones" <thatoneguyst...@gmail.com>
*To: *af@afmug.com
*Sent: *Thursday, August 31, 2017 9:25:38 PM
*Subject: *Re: [AFMUG] Serverplus/powercode users, OT
Reviving a dead one, cause i can.
So serverplus, no matter how many times you ask them to stop,
still asks customers for the mac off their router, even though
95 percent of the routers on the market list the freaking
wireless mac. They cant seem to follow simple poe instructions,
constantly escalating (and billing) when they hook poes up backward.
If you have another option, look into it. Because right now, ill
get a follow up, solely because of this post, as i did from the
original post im replying to.
I dont mind our own mopes being mopes. I dont even ming paid
mopes being mopes. What i dont like is mopes, billing us for
mopery, and escalating response to being mopes when called out
in public only. Promising to deescalate the mopery, and
continuing to be mopes and billing for mopery.
At this point, direct dialing saudi arabia is a better option.
At least when amrut answers the phone, our customers
expectations drop to the level of outsource. And amrut will
actually be consistent.
On Jul 12, 2017 7:10 AM, "Josh Luthman"
<j...@imaginenetworksllc.com> wrote:
I'm not Direct TV and don't want to be compared to them.
Josh Luthman
Office: 937-552-2340 <tel:(937)%20552-2340>
Direct: 937-552-2343 <tel:(937)%20552-2343>
1100 Wayne St
Suite 1337
Troy, OH 45373
On Jul 11, 2017 10:43 PM, "Darin Steffl"
<darin.ste...@mnwifi.com> wrote:
I am happy what we pay with the average hold times
averaging 1-2 minutes. Our residential subs don't need
hold times any shorter than that for after hours
support. Compared to our other WISP's, we're the only
one that offers 24/7 support anyway so we're already
ahead of the competition there.
I know when I call DirecTV or Verizon, Centurylink, I
almost always wait at least 3-5 minutes before I get a
rep. Not always but usually.
On Tue, Jul 11, 2017 at 6:29 PM, Josh Luthman
<j...@imaginenetworksllc.com> wrote:
I would pay 30% more from my current rates to reduce
it to sub 30 seconds.
Josh Luthman
Office: 937-552-2340 <tel:(937)%20552-2340>
Direct: 937-552-2343 <tel:(937)%20552-2343>
1100 Wayne St
Suite 1337
Troy, OH 45373
On Jul 11, 2017 6:36 PM, "Chuck McCown"
<ch...@wbmfg.com> wrote:
I am in the camp of “screw em”, let them hold or
else they can call us in the morning.
I would probably feel different if you were the
first point of contact for all calls.
But we take our calls directly during most
waking & working hours.
*From:*Layne Sisk
*Sent:*Tuesday, July 11, 2017 4:30 PM
*To:*af@afmug.com
*Subject:*Re: [AFMUG] Serverplus/powercode users, OT
So Steve, I am not sure I fully understand the
questions you are posing here, but I believe it
is a simple integration issue that we can
resolve easily. Since you have been live with
us less than 2 weeks I am sure it is simply a
setting that can be adjusted. I will email you
off-list so we can set up a call to address the
concerns.
To address the comments mentioned by some others
in the thread:
1. We do not route calls overseas unless it has
been authorized by the ISP. The exception
mentioned on the list here is that if and
ISP has a complete outage and has 50-100
calls drop into queue before the outage is
identified we may use the overseas agents to
simply pick up the call and confirm to the
customer there is an outage. Once the
outage is identified we put a message up on
the phone system to stop the influx of
calls. Jeremy if that was a deal breaker
for you we would certainly have looked for
an alternative, sorry that created a
problem. For us it is a balance to make
sure that one ISPs outage does not create
long hold times for all other clients.
2. Our average hold time is typically between 1
and 2 minutes. For example today it is
1:33. Month to date it is approx. 1:28. It
is certainly possible to shorten that time,
but not while maintaining our standard
pricing structure. It is a balance between
cost and service, much in the same way that
a WISP can usually provide more bandwidth
but the balance between cost and speed has
to be considered.
3. We definitely do not have a mandatory hold
time, only an average which we are always
working to decrease, most customers calls
are answered within seconds.
I would pose a question to the group, would you
be willing to pay say 30% more for the service,
if the hold times dropped by 30 seconds? Most
people I have spoken with have said no, but it
was admittedly a small sample size. We have
considered a scaled pricing model with a hold
time SLA of < 3 min, < 2 min, < 1 min. What
are your thoughts?
Layne Sisk
ServerPlus
801.426.8283, ext 102
<tel:801.426.8283%2C%20ext%20102>
New logo xl <http://www.serverplus.com/>
http://i.imgur.com/VOz763A.png
http://i.imgur.com/xvQYYWa.png
<https://www.facebook.com/ServerPlus365/>
http://i.imgur.com/ELG0AB1.png
<https://twitter.com/RealServerPlus>
Utah 100 fast50-01Inc 5000
*From:*Af [mailto:af-boun...@afmug.com] *On
Behalf Of *Steve Jones
*Sent:* Monday, July 10, 2017 9:49 PM
*To:* af@afmug.com
*Subject:* Re: [AFMUG] Serverplus/powercode
users, OT
I also meant offlist, not OT
On Jul 10, 2017 10:31 PM, "Steve Jones"
<thatoneguyst...@gmail.com> wrote:
Oh yeah, the powercode ticket vs the email
ticket formatting is night and day awful,
why bother with an api if you cant actually
tell what the heck is happening. ... and
the api generated ticket cant be reassigned
for the customer, though i believe thats a
powercode issue... and given the "new"
powercode, i dont see that getting
fixed....simon... simon, where are you?
On Jul 10, 2017 10:27 PM, "Steve Jones"
<thatoneguyst...@gmail.com> wrote:
Im not sure how they pay, but it looks
alot like when we used to comission new
sales, a new account for each call based
on who answered the phone.... if thats
tje case, comission calls, then why bother
Ive seen multiple existing tickets
restarted... bad juju on that.
Anybody know if they actually look at
existing tickets?
Closing and resolving unresolved issues
is bad business for me too.
Im thinking its just a matter of getiing
on the same page, but if others have had
similar issues and found workarounds ...
or walked away, please let me know.
Serverplus was not my first choice for
an outsourced it, so i may be jaded.
On Jul 10, 2017 10:13 PM, "Steve Jones"
<thatoneguyst...@gmail.com> wrote:
Not impressed, a short time in, by
any means. Serverplus guys, no
offense, i need info to make this
work outside a retention response. I
know luthman uses them, but anyone
else with powercode, please OT me so
i can find out whats broke on our
side before i have the boss talk.
--
Darin Steffl
Minnesota WiFi
www.mnwifi.com <http://www.mnwifi.com/>
507-634-WiFi
<http://www.facebook.com/minnesotawifi> Like us on
Facebook <http://www.facebook.com/minnesotawifi>
