...but dont mistake that as a 5 star rating On Mon, Mar 26, 2018 at 8:12 PM, Steve Jones <thatoneguyst...@gmail.com> wrote:
> but no 24x7 support. > > one thing ive never complained about with serverplus is there price > > granted i vultured an employee to do it > > > On Mon, Mar 26, 2018 at 12:56 PM, Matt Hoppes <mattlists@ > rivervalleyinternet.net> wrote: > >> YOU ARE MISSING THE POINT. >> >> No one is going to work for $400/month. But I put that $400 towards the >> person's pay and now I have a person to do other things as well. >> >> On 3/26/18 1:47 PM, Josh Luthman wrote: >> >>> 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:mattlists@rivervalleyi >>> nternet.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> >>> <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%201 >>> 02> >>> <tel:801.426.8283%2C%20ext%201 >>> 02>____ >>> >>> <image001.png> >>> <http://www.serverplus.com/>____ >>> >>> http://i.imgur.com/VOz763A.png____ >>> <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>>____ >>> >>> <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.____ >>> >>> >>> >>> >>> >
