Re: [AFMUG] After Hours Tech Support

dfxQv7SpoRQYNyLwntZg> > ------ > *From: *"Seth Mattinen" <se...@rollernet.us> > *To: *af@afmug.com > *Sent: *Friday, April 27, 2018 4:42:51 PM > *Subject: *Re: [AFMUG] After Hours Tech Support > > On 4/27/18 14:41, Mike Hammett wrote: > > Then I wouldn't worry about it. > > I think he's saying adding all the non-legit calls would exceed the > monthly minimum and he doesn't want to pay for those? > >

Re: [AFMUG] After Hours Tech Support

but they're doing advertising like it should be done. always keep the brand "out there, in your face" that gets them business... - Original Message - From: Matt Hoppes To: af@afmug.com Sent: Friday, April 27, 2018 5:50 PM Subject: Re: [AFMUG] After Hours Te

Re: [AFMUG] After Hours Tech Support

we don't have buttons... - Original Message - From: Matt Hoppes To: af@afmug.com ; Leroy Koglin Sent: Friday, April 27, 2018 3:01 PM Subject: Re: [AFMUG] After Hours Tech Support Not arguing... asking How do you handle the customers that just mash buttons? I

Re: [AFMUG] After Hours Tech Support

what kind of todo tasks around the office? - Original Message - From: Brian Sullivan To: af@afmug.com Sent: Friday, April 27, 2018 12:33 PM Subject: Re: [AFMUG] After Hours Tech Support We are open until 12AM M-F. New customer's are happy to hear this. Between calls

Re: [AFMUG] After Hours Tech Support

t; <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg> > ---------- > *From: *"Matt Hoppes" <mattli...@rivervalleyinternet.net> > *To: *af@afmug.com > *Sent: *Friday, April 27, 2018 5:27:04 PM > *Subject: *Re: [AFMUG] After Hours Te

Re: [AFMUG] After Hours Tech Support

t; > From: "Matt Hoppes" <mattli...@rivervalleyinternet.net> > To: af@afmug.com > Sent: Friday, April 27, 2018 5:27:04 PM > Subject: Re: [AFMUG] After Hours Tech Support > > Multiply that over 40 installs a month and that’s $280 at that rate. > > We run a very ve

Re: [AFMUG] After Hours Tech Support

t; <mattli...@rivervalleyinternet.net> To: af@afmug.com Sent: Friday, April 27, 2018 5:27:04 PM Subject: Re: [AFMUG] After Hours Tech Support Multiply that over 40 installs a month and that’s $280 at that rate. We run a very very lean very well oiled ship. On Apr 27, 2018, at 18:25, Mike Hammett &l

Re: [AFMUG] After Hours Tech Support

gt; Mike Hammett > Intelligent Computing Solutions > > Midwest Internet Exchange > > The Brothers WISP > > > > > From: "Matt Hoppes" <mattli...@rivervalleyinternet.net> > To: af@afmug.com > Sent: Friday, April 27, 2018 5:23:56 PM > Subject

Re: [AFMUG] After Hours Tech Support

t: Friday, April 27, 2018 5:23:56 PM Subject: Re: [AFMUG] After Hours Tech Support Except it’s a $0 cost of acquisition when done in house. The phone person was already there and can be doing other things while talking to the customer. And I’ve yet to have out of house have the same qua

Re: [AFMUG] After Hours Tech Support

gt; > > - > Mike Hammett > Intelligent Computing Solutions > > Midwest Internet Exchange > > The Brothers WISP > > > > > From: "Seth Mattinen" <se...@rollernet.us> > To: af@afmug.com > Sent: Friday, April 27, 2018 4:42:51 P

Re: [AFMUG] After Hours Tech Support

Exactly. > On Apr 27, 2018, at 17:42, Seth Mattinen wrote: > >> On 4/27/18 14:41, Mike Hammett wrote: >> Then I wouldn't worry about it. > > I think he's saying adding all the non-legit calls would exceed the monthly > minimum and he doesn't want to pay for those?

Re: [AFMUG] After Hours Tech Support

Computing Solutions Midwest Internet Exchange The Brothers WISP - Original Message - From: "Seth Mattinen" <se...@rollernet.us> To: af@afmug.com Sent: Friday, April 27, 2018 4:42:51 PM Subject: Re: [AFMUG] After Hours Tech Support On 4/27/18 14:41, Mike Hammett

Re: [AFMUG] After Hours Tech Support

On 4/27/18 14:41, Mike Hammett wrote: Then I wouldn't worry about it. I think he's saying adding all the non-legit calls would exceed the monthly minimum and he doesn't want to pay for those?

Re: [AFMUG] After Hours Tech Support

> >> - >> Mike Hammett >> Intelligent Computing Solutions >> >> Midwest Internet Exchange >> >> The Brothers WISP >> >> >> >> >> From: "Matt Hoppes" <mattli...@rivervalleyinternet.net> >> To:

Re: [AFMUG] After Hours Tech Support

0:14 PM Subject: Re: [AFMUG] After Hours Tech Support Not legit support calls. No. On Apr 27, 2018, at 17:10, Mike Hammett < af...@ics-il.net > wrote: You get enough calls in a month to go over their monthly minimum? - Mike Hammett Intelligent Computing Solutions Mid

Re: [AFMUG] After Hours Tech Support

nternet Exchange > > The Brothers WISP > > > > > From: "Matt Hoppes" <mattli...@rivervalleyinternet.net> > To: af@afmug.com > Sent: Friday, April 27, 2018 11:29:32 AM > Subject: Re: [AFMUG] After Hours Tech Support > > They som

Re: [AFMUG] After Hours Tech Support

P <http://www.thebrotherswisp.com/> > <https://www.facebook.com/thebrotherswisp> > > > <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg> > -- > *From: *"Matt Hoppes" <mattli...@rivervalleyinternet.net> > *To

Re: [AFMUG] After Hours Tech Support

om Sent: Friday, April 27, 2018 11:29:32 AM Subject: Re: [AFMUG] After Hours Tech Support They sometimes have questions unrelated to my service. No way I’m paying a call center somewhere for that. That was one of my biggest issues with out sourcing. However, for example, we had a guy c

Re: [AFMUG] After Hours Tech Support

.net> To: af@afmug.com, "Steve Jones" <thatoneguyst...@gmail.com> Sent: Friday, April 27, 2018 3:41:14 PM Subject: Re: [AFMUG] After Hours Tech Support No not 72... but we get those, the vendor looking for someone, someone called earlier wanting to get service. You can only

Re: [AFMUG] After Hours Tech Support

om <mailto:matt.mailingli...@gmail.com>> *To: *af@afmug.com <mailto:af@afmug.com> *Sent: *Wednesday, April 25, 2018 6:39:31 PM *Subject: *[AFMUG] After Hours Tech Support How or what do you pay an employee to either answer phone calls or return voicemails after hours or on weekends?

Re: [AFMUG] After Hours Tech Support

XSdfxQv7SpoRQYNyLwntZg> >> >> *From: *"Matt" <matt.mailingli...@gmail.com> >> *To: *af@afmug.com >> *Sent: *Wednesday, April 25, 2018 6:39:31 PM >> *Subject: *[AFMUG] After Hours Tech Support >> >> How or what do you pay an employee to either answer phone calls or >> return voicemails after hours or on weekends? >> >>

Re: [AFMUG] After Hours Tech Support

*From: *"Matt" <matt.mailingli...@gmail.com> *To: *af@afmug.com *Sent: *Wednesday, April 25, 2018 6:39:31 PM *Subject: *[AFMUG] After Hours Tech Support How or what do you pay an employee to either answer phone calls or return voicemails after hours or on weekends?

Re: [AFMUG] After Hours Tech Support

2018 6:39:31 PM Subject: [AFMUG] After Hours Tech Support How or what do you pay an employee to either answer phone calls or return voicemails after hours or on weekends?

Re: [AFMUG] After Hours Tech Support

Our call menu separates the departments out so only tech support is automatically directed to SP if we have no agents logged in. Sure, if a caller does go through the tech support options and SP takes the call there is a call charge. It has not been a problem at call. What happens is all

Re: [AFMUG] After Hours Tech Support

Not arguing... asking How do you handle the customers that just mash buttons? I just walked to take trash out of the office and the phone rings "Tech Support", I answer it and it's someone wanting to get service. I have no idea why he chose Support. Maybe he just thought he could get

Re: [AFMUG] After Hours Tech Support

If you want to outsource calls we are very happy with ServerPlus. Any escalations are handled by our techs. After hours and weekends are on-call schedules for our techs. We pay an on-call stipend for them to be available plus their hourly rate for any work performed. We use our same tech's

Re: [AFMUG] After Hours Tech Support

The techs at GTC sound like they are dead and could care less about the customer in my humble opinion. At least the techs at server plus seem like they are wanting to be engaged with the customer > On Apr 27, 2018, at 12:39, Jeremy wrote: > > GTC is an alternative.

Re: [AFMUG] After Hours Tech Support

It comes down to whether they are 'waiting to be engaged', or 'engaged to be waiting'. From my studies of FLSA and speaking with attorneys, so long as you have a signed contract in place that provides them some sort of compensation that they agreed on, then it is legal. For example, my previous

Re: [AFMUG] After Hours Tech Support

We are open until 12AM M-F.  New customer's are happy to hear this. Between calls the tech's have a list of tasks to-do around the office.  Hourly wages, entry level position. On 4/27/2018 11:27 AM, Paul Stewart wrote: If you answer calls and return voicemails after hours you set expectation

Re: [AFMUG] After Hours Tech Support

Matt, Hit me offlist if you want some info. We do a ton of this! Layne Sisk ServerPlus 801.426.8283, ext 102    -Original Message- From: Af <af-boun...@afmug.com> On Behalf Of Matt Sent: Wednesday, April 25, 2018 5:40 PM To: af@afmug.com Subject: [AFMUG] After

Re: [AFMUG] After Hours Tech Support

; To: af@afmug.com Sent: 4/25/2018 7:57:45 PM Subject: Re: [AFMUG] After Hours Tech Support We don't. We pay serverplus $250 per month minimum for "X" amount of calls for 24/7 tech support when our office is closed. It works fine most of the time and the customer gets to talk to someone

Re: [AFMUG] After Hours Tech Support

GTC is the other player popular in the wisp market. We are usually fairly happy with them. On Wed, Apr 25, 2018, 11:41 PM Steve Jones wrote: > Odd your customers never have questions unrelated to your service hoppes. > > Anyhow in real life, what alternatives are

Re: [AFMUG] After Hours Tech Support

GTC is an alternative. That is who we use. On Wed, Apr 25, 2018 at 9:41 PM, Steve Jones wrote: > Odd your customers never have questions unrelated to your service hoppes. > > Anyhow in real life, what alternatives are there to serverplus that are > similar in scope

Re: [AFMUG] After Hours Tech Support

A daily bonus for being on call, and overtime for taking and working on calls. On Thu, Apr 26, 2018, 12:39 AM Matt wrote: > How or what do you pay an employee to either answer phone calls or > return voicemails after hours or on weekends? >

Re: [AFMUG] After Hours Tech Support

They sometimes have questions unrelated to my service. No way I’m paying a call center somewhere for that. That was one of my biggest issues with out sourcing. However, for example, we had a guy call the customer service line last night at 8:30. Didn’t leave a message. Called right back and

Re: [AFMUG] After Hours Tech Support

If you answer calls and return voicemails after hours you set expectation that you always will … so if those calls are important enough (and only you would know) then why not offer extended hours instead? What I’m suggesting is sticking to published business hours and/or adjusting them to meet

Re: [AFMUG] After Hours Tech Support

Odd your customers never have questions unrelated to your service hoppes. Anyhow in real life, what alternatives are there to serverplus that are similar in scope and cost? Funny this thread showed up considering was coming here to ask the specific question. OP, if youre looking for some input

Re: [AFMUG] After Hours Tech Support

We don’t. We keep the network and customers running well enough there really aren’t many support calls in general - let alone at night. > On Apr 25, 2018, at 19:39, Matt wrote: > > How or what do you pay an employee to either answer phone calls or > return

Re: [AFMUG] After Hours Tech Support

We don't. We pay serverplus $250 per month minimum for "X" amount of calls for 24/7 tech support when our office is closed. It works fine most of the time and the customer gets to talk to someone. We don't return calls until normal business hours again. Sometimes I'll text someone if I think

[AFMUG] After Hours Tech Support

How or what do you pay an employee to either answer phone calls or return voicemails after hours or on weekends?