I just can’t let go of my baby. Maybe when we are at 5,000 subscribers.
> On Mar 26, 2018, at 14:56, Andy Trimmell <atrimm...@precisionds.com> wrote: > > We use Serverplus for after hours and weekend support. It’s glorious. > > Money well spent. > > > Andy Trimmell > Systems Engineer > PDS Connect > 317-831-3000 > > > > From: Af [mailto:af-boun...@afmug.com] On Behalf Of Mike Hammett > Sent: Monday, March 26, 2018 2:35 PM > Cc: af@afmug.com > Subject: Re: [AFMUG] Serverplus > > 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 > > > > 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.____ > > > > > > > > > > >
