youre not going to have them powercycle or verify things are plugged in
correctly? that's ALOT of truck rolls
On Fri, Sep 1, 2017 at 11:11 AM, Matt Hoppes
<mattli...@rivervalleyinternet.net
<mailto:mattli...@rivervalleyinternet.net>> wrote:
Exactly... I just signed up with SP and my decision tree is going to
be extremely simple and straight forward... so easy even a cave man
can do it.
Is your router on? Are you connected to your router? Can you ping
your router? Can you ping our modem? Can I ping our modem? Do you
get proper speeds when plugged into our modem?
ESCALATE. What else is there to troubleshoot locally? Unless your
network is @#$@#.
This entire process should take sub 5 minutes to complete.
END RESULT:
Your computer is borked.
Your router is borked.
Our connection to you is borked -- dispatch.
On 9/1/17 8:58 AM, Chuck McCown wrote:
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 <mailto: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
<mailto:af-boun...@afmug.com>] *On Behalf Of *Steve Jones
*Sent:* Thursday, August 31, 2017 8:45 PM
*To:* af@afmug.com <mailto: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
<mailto: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:937-552-2340> <tel:(937)%20552-2340>
Direct: 937-552-2343 <tel: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 <mailto: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://www.facebook.com/ICSIL>><https://plus.google.com/+IntelligentComputingSolutionsDeKalb
<https://plus.google.com/+IntelligentComputingSolutionsDeKalb>><https://www.linkedin.com/company/intelligent-computing-solutions
<https://www.linkedin.com/company/intelligent-computing-solutions>><https://twitter.com/ICSIL
<https://twitter.com/ICSIL>>
Midwest Internet Exchange <http://www.midwest-ix.com/>
<https://www.facebook.com/mdwestix
<https://www.facebook.com/mdwestix>><https://www.linkedin.com/company/midwest-internet-exchange
<https://www.linkedin.com/company/midwest-internet-exchange>><https://twitter.com/mdwestix
<https://twitter.com/mdwestix>>
The Brothers WISP <http://www.thebrotherswisp.com/
<http://www.thebrotherswisp.com/>>
<https://www.facebook.com/thebrotherswisp
<https://www.facebook.com/thebrotherswisp>>
<https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg
<https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>>
------------------------------------------------------------------------
*From: *"Steve Jones" <thatoneguyst...@gmail.com
<mailto:thatoneguyst...@gmail.com>>
*To: *af@afmug.com <mailto: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
<mailto: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:937-552-2340>
<tel:(937)%20552-2340>
Direct: 937-552-2343 <tel: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
<mailto: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
<mailto: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:937-552-2340>
<tel:(937)%20552-2340>
Direct: 937-552-2343 <tel: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 <mailto: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 <mailto: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>
<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/
<https://www.facebook.com/ServerPlus365/>>
http://i.imgur.com/ELG0AB1.png
<https://twitter.com/RealServerPlus
<https://twitter.com/RealServerPlus>>
Utah 100 fast50-01Inc 5000
*From:*Af [mailto:af-boun...@afmug.com
<mailto:af-boun...@afmug.com>] *On
Behalf Of *Steve Jones
*Sent:* Monday, July 10, 2017 9:49 PM
*To:* af@afmug.com <mailto: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
<mailto: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
<mailto: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
<mailto: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>
<http://www.mnwifi.com/>
507-634-WiFi
<http://www.facebook.com/minnesotawifi
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