I understand your point of view, I just made a different decision. I pay ServerPlus to handle my support.
----- Mike Hammett Intelligent Computing Solutions Midwest Internet Exchange The Brothers WISP ----- Original Message ----- From: "Matt Hoppes" <mattli...@rivervalleyinternet.net> To: af@afmug.com, "Mike Hammett" <af...@ics-il.net> Sent: Monday, March 26, 2018 1:03:48 PM Subject: Re: [AFMUG] Serverplus Wait... Mike... are we agreeing again? On 3/26/18 1:49 PM, Mike Hammett wrote: > You're still reading this wrong. > > > > ----- > 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: *"Josh Luthman" <j...@imaginenetworksllc.com> > *To: *"Matt Hoppes" <mattli...@rivervalleyinternet.net> > *Cc: *af@afmug.com > *Sent: *Monday, March 26, 2018 12:48:18 PM > *Subject: *Re: [AFMUG] Serverplus > > I want to know where you're finding people that are worth employing for > 400/mo. > > > Josh Luthman > Office: 937-552-2340 > Direct: 937-552-2343 > 1100 Wayne St > Suite 1337 > Troy, OH 45373 > > On Mon, Mar 26, 2018 at 10:20 AM, Matt Hoppes > <mattli...@rivervalleyinternet.net > <mailto:mattli...@rivervalleyinternet.net>> wrote: > > You're missing my point. > > Support calls are maybe 2-4 a week. > > But there are minimums with SP. Plus there are the calls that are > mis-directed that I would end up paying for, or "Is Matt there?". > > BUT... by bringing my sales in-house ($300-$400/month) plus the > support (around the same amount) I'm now part way to just hiring > someone -- who I can now use for other things. > > On 3/26/18 10:15 AM, Josh Luthman wrote: > > Sounds like you have too many support calls. I couldn't > possibly hire someone 40 hours a week at minimum wage and get > close to my per call cost with ServerPlus... > > > Josh Luthman > Office: 937-552-2340 <tel:937-552-2340> > Direct: 937-552-2343 <tel:937-552-2343> > 1100 Wayne St > Suite 1337 > Troy, OH 45373 > > On Sun, Mar 25, 2018 at 4:44 PM, Matt Hoppes > <mattli...@rivervalleyinternet.net > <mailto:mattli...@rivervalleyinternet.net> > <mailto:mattli...@rivervalleyinternet.net > <mailto:mattli...@rivervalleyinternet.net>>> wrote: > > Interesting point. We are at 1,000 subs I and I just did this > economic model. > > I don’t have 24x7 support. But do have 9-9. > > With a well running network support calls are near nothing. > I took > the money I was going to pay SP and hired staff. Now I have > people > who do phones and other things. > > On Mar 25, 2018, at 06:32, Lewis Bergman > <lewis.berg...@gmail.com <mailto:lewis.berg...@gmail.com> > <mailto:lewis.berg...@gmail.com > <mailto:lewis.berg...@gmail.com>>> wrote: > > I would say that if you want local pronunciations of > words you > should run your open tech support. > > I don't think most people care. They are normally happy > just to > have someone speak English that they can understand. > Until you get > about 8000 subs I doubt you can do it anywhere close to > the cost > that Lane can. > > On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds > <j...@kyneticwifi.com <mailto:j...@kyneticwifi.com> > <mailto:j...@kyneticwifi.com > <mailto:j...@kyneticwifi.com>>> wrote: > > https://www.youtube.com/watch?v=GyJXDdlD4jQ > <https://www.youtube.com/watch?v=GyJXDdlD4jQ> > > "IN-DE GO" :) > > On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes > <mattli...@rivervalleyinternet.net > <mailto:mattli...@rivervalleyinternet.net> > <mailto:mattli...@rivervalleyinternet.net > <mailto:mattli...@rivervalleyinternet.net>>> wrote: > > It’s In Di Go. Like the color. Not In Dee Go. > Like a > butchered version of the six fingered man. > > On Mar 14, 2018, at 04:27, Josh Reynolds > <j...@kyneticwifi.com > <mailto:j...@kyneticwifi.com> <mailto:j...@kyneticwifi.com > <mailto:j...@kyneticwifi.com>>> wrote: > > That's how it's pronounced... > > Maybe a regional thing? > > On Mar 11, 2018 2:02 PM, "Matt Hoppes" > <mattli...@rivervalleyinternet.net > <mailto:mattli...@rivervalleyinternet.net> > <mailto:mattli...@rivervalleyinternet.net > <mailto:mattli...@rivervalleyinternet.net>>> wrote: > > GTC does this too. I don’t know why > it’s so hard. > > The company I used to work for was > “Indigo Wireless”. > They always say In Dee Go. > > On Mar 11, 2018, at 14:50, Sterling > Jacobson > <sterl...@avative.net > <mailto:sterl...@avative.net> > <mailto:sterl...@avative.net <mailto:sterl...@avative.net>>> > wrote: > > They are working well for us, and I > have a horrible > generic support DT, lol!____ > > __ __ > > I have had zero complaints from my > customers so far > this year, so I think they are > doing well.____ > > __ __ > > The only feedback I’ve had is > customers hear our > company name pronounced five > different ways, even > though the DT instructs the proper > pronunciation.____ > > __ __ > > But it’s a made-up name so my > customer are always > confused on pronunciation > themselves.____ > > __ __ > > __ __ > > *From:* Af <af-boun...@afmug.com > <mailto:af-boun...@afmug.com> > <mailto:af-boun...@afmug.com > <mailto:af-boun...@afmug.com>>> *On Behalf Of > *ch...@wbmfg.com > <mailto:ch...@wbmfg.com> <mailto:ch...@wbmfg.com > <mailto:ch...@wbmfg.com>> > *Sent:* Saturday, March 10, 2018 > 11:25 AM > *To:* af@afmug.com > <mailto:af@afmug.com> <mailto:af@afmug.com > <mailto:af@afmug.com>> > *Subject:* Re: [AFMUG] Serverplus____ > > __ __ > > I would add that Layne’s service is > only as good as > the decision tree that you provide > to him. The more > detailed DT, the better the service > will be. ____ > > ____ > > *From:*Layne Sisk ____ > > *Sent:*Saturday, March 10, 2018 > 10:48 AM____ > > *To:*af@afmug.com > <mailto:af@afmug.com> <mailto:af@afmug.com > <mailto:af@afmug.com>> ____ > > *Subject:*Re: [AFMUG] Serverplus____ > > ____ > > I would like to share some solid > stats with the > group. Please see those below. > The comment about a > decline is hard to address without > looking at > stats. Kind of like the user that > calls you and > vaguely says “My internet seems > slow” when you have > stats that show they are getting > more than they are > paying for. We have hired a number > of new people > recently because we have grown and > have added a new > office but as Justin said this is a > slow time of the > year so we also took advantage of > this time to get > rid of some of our weaker > performers. Here are the > company wide stats for the past > week with some > comments about them, I would stack > these up against > any call center in the world. > Sorry if I come on > strong, but as you all know this is > my baby and I > care a lot about it just like you > do about your > networks. I know we are not > perfect, out of 6000 > calls I am sure we made a mistake > or two and I am > happy to address any individual > issue directly, but > I am pretty proud of what we do. ____ > > ____ > > ____ > > *_OFFICE STATS_____* > > > > *______* > > > > *______* > > > > *______* > > > > *______* > > > > *_SP_____* > > > > *_GOAL_____* > > > > *_Comment_____* > > *AVERAGE TALK TIME____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > 0:11:05____ > > > > 0:10:00____ > > > > Down from over 13 min 2 months ago____ > > * TOTAL TALK TIME VS SCHEDULED____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > 69.94%____ > > > > 80%____ > > > > This is agent utilization____ > > *SURVEY SCORE____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > 91.66%____ > > > > 95%____ > > > > 91.66% of callers would recommend > the service That is a number any > company would kill for____ > > *SURVEY TAKEN____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > 20.57%____ > > > > 20%____ > > > > A full 20% of callers responded to > our survey, that > number is unheard of____ > > *TECH ESCALATION____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > 39.31%____ > > > > 20%____ > > > > Higher escalation percentage this > week because of > the storms and significant network > outages____ > > *ESCALATION APPROVAL TIME____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > 0:11:47____ > > > > 0:10:00____ > > > > Down from over 30 min 4 months ago____ > > *QA SCORE____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > 92.05%____ > > > > 95%____ > > > > Happy to share our QA form with > anyone who would > like to see it____ > > *____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > *____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > *_COMPANY STATS_____* > > > > *______* > > > > *______* > > > > *______* > > > > *______* > > > > *_SP_____* > > > > *_GOAL_____* > > > > *______* > > *____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > *CALL WAIT TIME____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > 0:01:52____ > > > > 2:00____ > > > > Less than 2 min wait time even > though our SLA is > less than 3____ > > *BILLABLE CALLS____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > 6112____ > > > > 10,000____ > > > > Reflection of the slow season____ > > *____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > *ABANDONED TIME____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > 0.37____ > > > > 2:00____ > > > > Outage recordings cause people to > hang up once they > hear the recording____ > > *____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > *____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > *CALLS TAKEN PER HOUR____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > 4.10____ > > > > 5.45____ > > > > This is calls answered per worked > hour____ > > *____* > > > > ____ > > > > ____ > > > > ____ > > > > ____ > > > > *____* > > > > ____ > > > > ____ > > ____ > > ____ > > Layne Sisk____ > > ServerPlus____ > > 801.426.8283, ext 102 <tel:801.426.8283%2C%20ext%20102> > <tel:801.426.8283%2C%20ext%20102>____ > > <image001.png> > <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>____ > > <image002.jpg> > <image003.png><image004.jpg> ____ > > ____ > > *From:*Af > [mailto:af-boun...@afmug.com > <mailto:af-boun...@afmug.com>] *On Behalf > Of *Steve Jones > *Sent:* Friday, March 09, 2018 10:30 PM > *To:* af@afmug.com > <mailto:af@afmug.com> <mailto:af@afmug.com > <mailto:af@afmug.com>> > *Subject:* [AFMUG] Serverplus____ > > ____ > > Has anyone noted a consistent > decline in quality > with these guys, and a large number > of different > tech names in their tickets?____ > > Its almost looking like they > outsourced their > outsourcing.____ > > > > >
