Re: [AFMUG] Serverplus

2018-03-10 Thread Steve Jones 
Without being "that guy" id rather get some general answers on the original
question. I have no issue going i to further detail outside the public eye,
just looking to see whether its an inward or outward problem that needs
addressed. My only issue here is rhe same as its always been, layne never
lets it fester before he addresses it. Pretty obvious hes not been a field
tech with a splinter.

On Mar 10, 2018 10:26 PM, "Chuck McCown"  wrote:

Curious as to what kind of issues you are seeing.

*From:* Steve Jones
*Sent:* Saturday, March 10, 2018 9:14 PM
*To:* af@afmug.com
*Subject:* Re: [AFMUG] Serverplus

Yeah. This one isnt a complaint so much as curious if others are seeing the
same issues we are seeing. If theyre not, then its probably more a me issue
than a them issue. The current set of issues however are impacting
relations with our customers. I reach out here over places like the
facebook wisp groups because here gives good input, there just starts
lynchmobs.

On Mar 10, 2018 7:30 PM, "Adair Winter"  wrote:

Weren't you complaining about serverplus a few months ago also?

On Sat, Mar 10, 2018 at 7:06 PM, Steve Jones 
wrote:

> DTs, like railroad tracks are great when theyre followed, thats very true.
> Very true.
>
>
> On Mar 10, 2018 12:25 PM,  wrote:
>
> 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
> *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 <801.426.8283%2C%20ext%20102>
>
> [image: New logo xl] 
>
> [image: http://i.imgur.com/VOz763A.png]
>
> [image: http://i.imgur.com/xvQYYWa.png]
> 
>
> [image: http://i.imgur.com/ELG0AB1.png]
> 
>
> [image: Utah 100]   [image: fast50-01][image: Inc 5000]
>
>
>
> *From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones
> *Sent:* Friday, March 09, 2018 10:30 PM
> *To:* 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 i

Re: [AFMUG] Employee Birthdays

2018-03-10 Thread Cameron Crum 
On Mar 9, 2018 8:48 PM, "Jaime Solorza"  wrote:

> Ha
>
> Jaime Solorza
>
> On Fri, Mar 9, 2018, 7:44 PM Steve Jones 
> wrote:
>
>> I did after
>>
>> On Mar 9, 2018 8:39 PM, "Jaime Solorza" 
>> wrote:
>>
>>> Did you use some of your creative Stevespeak and got yourself booted?
>>>
>>> Jaime Solorza
>>>
>>> On Fri, Mar 9, 2018, 7:08 PM Steve Jones 
>>> wrote:
>>>
 I worked for a bird seed company, on my birthday they got me a meat and
 cheese tray in the morning and fired me in the afternoon. I thought that
 was a neat bday gift

 On Mar 9, 2018 7:48 PM, "Joe Novak"  wrote:

> We get a extra PTO day to use in our birth month. You can take the
> day, or take it later in the month and go see super troopers like I'm 
> gonna
> do :)
>
> On Mar 9, 2018 6:51 PM, "Seth Mattinen"  wrote:
>
>> On 3/9/18 4:10 PM, Matt Hoppes wrote:
>>
>>> Just curious what any of you might do for employees birthdays for
>>> the employee?
>>>
>>
>>
>> Take the day off of work.
>>
>> ~Seth
>>
>

Re: [AFMUG] Serverplus

2018-03-10 Thread Chuck McCown 
Curious as to what kind of issues you are seeing.

From: Steve Jones 
Sent: Saturday, March 10, 2018 9:14 PM
To: af@afmug.com 
Subject: Re: [AFMUG] Serverplus

Yeah. This one isnt a complaint so much as curious if others are seeing the 
same issues we are seeing. If theyre not, then its probably more a me issue 
than a them issue. The current set of issues however are impacting relations 
with our customers. I reach out here over places like the facebook wisp groups 
because here gives good input, there just starts lynchmobs.

On Mar 10, 2018 7:30 PM, "Adair Winter"  wrote:

  Weren't you complaining about serverplus a few months ago also? 

  On Sat, Mar 10, 2018 at 7:06 PM, Steve Jones  
wrote:

DTs, like railroad tracks are great when theyre followed, thats very true. 
Very true. 


On Mar 10, 2018 12:25 PM,  wrote:

  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 
  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

Re: [AFMUG] Serverplus

2018-03-10 Thread Steve Jones 
Yeah. This one isnt a complaint so much as curious if others are seeing the
same issues we are seeing. If theyre not, then its probably more a me issue
than a them issue. The current set of issues however are impacting
relations with our customers. I reach out here over places like the
facebook wisp groups because here gives good input, there just starts
lynchmobs.

On Mar 10, 2018 7:30 PM, "Adair Winter"  wrote:

Weren't you complaining about serverplus a few months ago also?

On Sat, Mar 10, 2018 at 7:06 PM, Steve Jones 
wrote:

> DTs, like railroad tracks are great when theyre followed, thats very true.
> Very true.
>
>
> On Mar 10, 2018 12:25 PM,  wrote:
>
> 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
> *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 <801.426.8283%2C%20ext%20102>
>
> [image: New logo xl] 
>
> [image: http://i.imgur.com/VOz763A.png]
>
> [image: http://i.imgur.com/xvQYYWa.png]
> 
>
> [image: http://i.imgur.com/ELG0AB1.png]
> 
>
> [image: Utah 100]   [image: fast50-01][image: Inc 5000]
>
>
>
> *From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones
> *Sent:* Friday, March 09, 2018 10:30 PM
> *To:* 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.
>
>
>


-- 

Adair Winter
VP, Network Operations / Co-Owner
Amarillo Wireless | 806.316.5071 <(806)%20316-5071>
C: 806.231.7180 <(806)%20231-7180>
http://www.amarillowireless.net

Re: [AFMUG] Serverplus

2018-03-10 Thread Adair Winter 
Weren't you complaining about serverplus a few months ago also?

On Sat, Mar 10, 2018 at 7:06 PM, Steve Jones 
wrote:

> DTs, like railroad tracks are great when theyre followed, thats very true.
> Very true.
>
>
> On Mar 10, 2018 12:25 PM,  wrote:
>
> 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
> *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 <801.426.8283%2C%20ext%20102>
>
> [image: New logo xl] 
>
> [image: http://i.imgur.com/VOz763A.png]
>
> [image: http://i.imgur.com/xvQYYWa.png]
> 
>
> [image: http://i.imgur.com/ELG0AB1.png]
> 
>
> [image: Utah 100]   [image: fast50-01][image: Inc 5000]
>
>
>
> *From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones
> *Sent:* Friday, March 09, 2018 10:30 PM
> *To:* 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.
>
>
>


-- 

Adair Winter
VP, Network Operations / Co-Owner
Amarillo Wireless | 806.316.5071
C: 806.231.7180
http://www.amarillowireless.net

Re: [AFMUG] Serverplus

2018-03-10 Thread Steve Jones 
DTs, like railroad tracks are great when theyre followed, thats very true.
Very true.


On Mar 10, 2018 12:25 PM,  wrote:

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
*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 <801.426.8283%2C%20ext%20102>

[image: New logo xl] 

[image: http://i.imgur.com/VOz763A.png]

[image: http://i.imgur.com/xvQYYWa.png]


[image: http://i.imgur.com/ELG0AB1.png] 

[image: Utah 100]   [image: fast50-01][image: Inc 5000]



*From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones
*Sent:* Friday, March 09, 2018 10:30 PM
*To:* 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.

Re: [AFMUG] AnimalFarm Summer Session

2018-03-10 Thread chuck 
All meat no potatoes.  Yep, 100% fiber.

Grow from 0 to 1000 subscribers plumb guaranteed or your money back!

From: Jeremy 
Sent: Saturday, March 10, 2018 4:29 PM
To: af@afmug.com 
Subject: Re: [AFMUG] AnimalFarm Summer Session

Sounds cool.  All fiber, no wireless?

On Thu, Mar 8, 2018 at 3:00 PM, Chuck McCown  wrote:

  Plenty of room for camping.  

  -Original Message- 
  From: Robert 
  Sent: Thursday, March 08, 2018 2:39 PM 
  To: af@afmug.com 
  Subject: Re: [AFMUG] AnimalFarm Summer Session 

  Can I order a 50 Gallon Barrel of that stuff?   I'll pick it up in 
  June...Is there any arrangements for truck camping?I'll bring 
  the power wagon if there is...

  Thanks!

  On 3/8/18 1:21 PM, Chuck McCown wrote:
  > Donation.
  > Thanks to:
  > *Robert Andrews *
  > **
  > As the first official registrant.
  > All registrants will receive this special vial of super blessed antenna 
  > water that will double the throughput of any wifi system!
  > *From:* Kurt Fankhauser
  > *Sent:* Thursday, March 08, 2018 1:52 PM
  > *To:* af@afmug.com
  > *Subject:* Re: [AFMUG] AnimalFarm Summer Session
  > How much is cost to attend? Or is it BYOB ?
  > On Thu, Mar 8, 2018 at 11:32 AM, Cameron Crum  wrote:
  > 
  > https://www.youtube.com/watch?v=JvJN2VPu6no
  > 
  > On Thu, Mar 8, 2018 at 8:14 AM, Chuck McCown  wrote:
  > 
  > Oh and eating mass quantities of smoked dead animals on day 2 as
  > well.
  > *From:* Chuck McCown
  > *Sent:* Thursday, March 08, 2018 7:10 AM
  > *To:* af@afmug.com
  > *Subject:* AnimalFarm Summer Session
  > Second week of June.
  > Day 1 in a hotel meeting room near SLC Airport.
  > Day 2 my place about 15 minutes West of the SLC Airport.
  > Tentative Topics
  > Fiber topology and system design options
  > Splicing
  > Materials
  > Equipment
  > System Costs
  > Horizontal Directional Drilling operation
  > Vacuum Excavation operation
  > Vibratory plow
  > Splicing Trailers
  > Trenching
  > Missile/Hole Hawg
  > Going to try to get Ditch Witch and Vermeer to bring their toys.
  > But if the don’t want to do that I have my own. 
  >

Re: [AFMUG] AnimalFarm Summer Session

2018-03-10 Thread Jeremy 
Sounds cool.  All fiber, no wireless?

On Thu, Mar 8, 2018 at 3:00 PM, Chuck McCown  wrote:

> Plenty of room for camping.
>
> -Original Message-
> From: Robert
> Sent: Thursday, March 08, 2018 2:39 PM
> To: af@afmug.com
> Subject: Re: [AFMUG] AnimalFarm Summer Session
>
> Can I order a 50 Gallon Barrel of that stuff?   I'll pick it up in
> June...Is there any arrangements for truck camping?I'll bring
> the power wagon if there is...
>
> Thanks!
>
> On 3/8/18 1:21 PM, Chuck McCown wrote:
> > Donation.
> > Thanks to:
> > *Robert Andrews *
> > **
> > As the first official registrant.
> > All registrants will receive this special vial of super blessed antenna
> > water that will double the throughput of any wifi system!
> > *From:* Kurt Fankhauser
> > *Sent:* Thursday, March 08, 2018 1:52 PM
> > *To:* af@afmug.com
> > *Subject:* Re: [AFMUG] AnimalFarm Summer Session
> > How much is cost to attend? Or is it BYOB ?
> > On Thu, Mar 8, 2018 at 11:32 AM, Cameron Crum 
> wrote:
> >
> > https://www.youtube.com/watch?v=JvJN2VPu6no
> > 
> > On Thu, Mar 8, 2018 at 8:14 AM, Chuck McCown 
> wrote:
> >
> > Oh and eating mass quantities of smoked dead animals on day 2 as
> > well.
> > *From:* Chuck McCown
> > *Sent:* Thursday, March 08, 2018 7:10 AM
> > *To:* af@afmug.com
> > *Subject:* AnimalFarm Summer Session
> > Second week of June.
> > Day 1 in a hotel meeting room near SLC Airport.
> > Day 2 my place about 15 minutes West of the SLC Airport.
> > Tentative Topics
> > Fiber topology and system design options
> > Splicing
> > Materials
> > Equipment
> > System Costs
> > Horizontal Directional Drilling operation
> > Vacuum Excavation operation
> > Vibratory plow
> > Splicing Trailers
> > Trenching
> > Missile/Hole Hawg
> > Going to try to get Ditch Witch and Vermeer to bring their toys.
> > But if the don’t want to do that I have my own.
> >
>

Re: [AFMUG] OOB management port bridging MAC tables

2018-03-10 Thread Josh Reynolds 
What the...

On Mon, Mar 5, 2018 at 9:13 PM, Steve Jones  wrote:
> lol, i noticed that. I dont know how customers werent impacted since theyre
> all DHCP with 24 hour leases and we cut over yesterday.
>
> I feel dumb, so dumb Im wondering if I should identify as a woman.
>
> On Mon, Mar 5, 2018 at 8:17 PM, Jaime Solorza 
> wrote:
>>
>> In simplest terms you seem to running to long Ethernet cables to same
>> switch...
>>
>> Jaime Solorza
>>
>> On Mar 5, 2018 5:36 PM, "Jaime Solorza"  wrote:
>>>
>>> It's called loopis destructusturn off management port on far side and
>>> see if that clears it up...
>>>
>>> Jaime Solorza
>>>
>>> On Mar 5, 2018 5:32 PM, "Steve Jones"  wrote:

 scratch that. My powercode DHCP server is freaked out getting queries
 from both sides

 On Mon, Mar 5, 2018 at 5:44 PM, Steve Jones 
 wrote:
>
> I may be helmet here, but am I correct in assuming that OOB managment
> ports should not participate in bridging traffic across wireless links of
> any kind?
> this 2+0 has OOB on the radios, I have the management ports run into a
> switch on each side. Loop protection is kicking the ports on and off. The
> customer traffic is flowing over the wireless via LACP bonding in the same
> switch, but isolated via VLAN.
>
> I should not, under any circumstances see MAC addresses from the other
> side of a link via the management port should I? Im not only seeing the
> remote switch, but every mac in the MAC table from the remote switch. both
> sides have the OOB in ports 21 and 22, in the following, both switched 
> have
> port 22 blocked due to detected loop, but it flip flops back and forth
> between 21 and 22 when the detection timer expires. I havent had calls of
> any issues with customer traffic (both are independent DHCP subnets)
>
> A SIDE Switch MAC Address - 74:46:a0:e8:ed:00
>
> A SIDE MAC Table
>
> 38:ea:a7:bc:24:40 21   Learned
>
>
>
> B SIDE Switch MAC Address - 38:ea:a7:bc:24:40
>
> B SIDE MAC Table
>
> 74:46:a0:e8:ed:0021   Learned
>
>

>

Re: [AFMUG] Serverplus

2018-03-10 Thread chuck 
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 
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









   

 

From: Af [mailto:af-boun...@afmug.com] On Behalf Of Steve Jones
Sent: Friday, March 09, 2018 10:30 PM
To: 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.

Re: [AFMUG] Serverplus

2018-03-10 Thread Layne Sisk 
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
[New logo xl]
[http://i.imgur.com/VOz763A.png]
[http://i.imgur.com/xvQYYWa.png]
[http://i.imgur.com/ELG0AB1.png]
[Utah 100]   [fast50-01] [Inc 5000]

From: Af [mailto:af-boun...@afmug.com] On Behalf Of Steve Jones
Sent: Friday, March 09, 2018 10:30 PM
To: 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.

Re: [AFMUG] Outdoor Enclosure

2018-03-10 Thread Mitch Koep 

https://amprod.us/?s=mini+fort

We have a few of these and they have been great


On 3/9/2018 9:43 PM, Jon Lee wrote:
I'm sure there is something purpose built for the application, but 
something that came to mind is an under body truck box. They are 
weather tight and sturdy.


On Mar 9, 2018 3:53 PM, "Matt" > wrote:


Looking for outdoor enclosure that will hold a Packetflux RackInjector
and Mikrotik rack mount 24 port CRS.  Something small enough I can
pole mount.  Anyone know of anything?

Re: [AFMUG] Serverplus

2018-03-10 Thread Mike Hammett 
Are you saying that varying tech names implies a decline in quality? 



- 
Mike Hammett 
Intelligent Computing Solutions 

Midwest Internet Exchange 

The Brothers WISP 




- Original Message -

From: "Steve Jones"  
To: af@afmug.com 
Sent: Friday, March 9, 2018 11:30:11 PM 
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.

Re: [AFMUG] Outdoor Enclosure

2018-03-10 Thread Adair Winter 
https://amprod.us/products/outdoor-telecom-enclosures/minifort/

On Sat, Mar 10, 2018 at 9:05 AM, Adair Winter 
wrote:

> amprod.us
> Look at their mini fort enclosure. We love them and use the crap out of
> them.
>
> On Mar 9, 2018 4:53 PM, "Matt"  wrote:
>
>> Looking for outdoor enclosure that will hold a Packetflux RackInjector
>> and Mikrotik rack mount 24 port CRS.  Something small enough I can
>> pole mount.  Anyone know of anything?
>>
>


-- 

Adair Winter
VP, Network Operations / Co-Owner
Amarillo Wireless | 806.316.5071
C: 806.231.7180
http://www.amarillowireless.net

Re: [AFMUG] Outdoor Enclosure

2018-03-10 Thread Adair Winter 
amprod.us
Look at their mini fort enclosure. We love them and use the crap out of
them.

On Mar 9, 2018 4:53 PM, "Matt"  wrote:

> Looking for outdoor enclosure that will hold a Packetflux RackInjector
> and Mikrotik rack mount 24 port CRS.  Something small enough I can
> pole mount.  Anyone know of anything?
>

Re: [AFMUG] Serverplus

2018-03-10 Thread Justin Wilson 
For how long? I have several clients using them and they are completely happy 
with the response time. That has not changed.  I know people go on vacation, 
lots of flu going around, trade shows, etc.  This is also the time of year 
things aren’t busy for many ISPs, especially here in the MidWest.  I would say 
the average customer ticket que size has dropped 50% for most of my folks since 
mid January. If I were someone like ServerPlus, and that trend was happening I 
would be putting people on internal projects during these times.  Not speaking 
for them, but at least for my folks, it’s a slow time.


Justin Wilson
j...@mtin.net

www.mtin.net
www.midwest-ix.com

> On Mar 10, 2018, at 12:30 AM, Steve Jones  wrote:
> 
> 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.

Re: [AFMUG] Outdoor Enclosure

2018-03-10 Thread David Coudron 
Those work.  If you don’t need rack mount rails and want to create your own 
mount in the box, you can use one of the larger cases from Polycase or Altelix:
https://www.polycase.com/wq-76
http://www.altelix.com/24x16x9-Weatherproof-NEMA-Enclosures-s/9496.htm

The rack mount devices do fit in the WQ-76, but it is tight.  We use that one 
for situations where there isn’t much more in the cabinet other than the rack 
mount devices.  Both brands have mounting flanges made for flat wall mounting, 
but you can adapt that to a bracket for pole mounting if you are OK fashioning 
something yourself.   We made a bracket from flat, strap metal.   The other 
option is to use Unistrut to connect to the flanges and then use large hose 
clamps to mount to the pole.

Regards,

David Coudron



From: Af  On Behalf Of Jon Lee
Sent: Friday, March 9, 2018 9:44 PM
To: af@afmug.com
Subject: Re: [AFMUG] Outdoor Enclosure

I'm sure there is something purpose built for the application, but something 
that came to mind is an under body truck box. They are weather tight and sturdy.

On Mar 9, 2018 3:53 PM, "Matt" 
mailto:matt.mailingli...@gmail.com>> wrote:
Looking for outdoor enclosure that will hold a Packetflux RackInjector
and Mikrotik rack mount 24 port CRS.  Something small enough I can
pole mount.  Anyone know of anything?