Yes, exactly.
I don’t think we’re saying phone support stops at 5pm unless you’re a business, but we’re not doing an evening or weekend truck roll for a residential trouble call. I should note that probably 80+ percent of calls are resolved over the phone without a truck roll. And some things are resolved by sending customer a replacement POE or router via UPS which gets there next day. Assuming the customer didn’t wait until 5pm to call in, since we have to drop things off for UPS by 6pm. And sometimes there are workarounds, like forcing the SM-router link to 10BaseT because a surge suppressor got degraded in a lightning storm and is causing CRC errors. The other thing I tell people is that if Internet access is “mission critical”, everyone – businesses included – should have a backup. Even fiber and cable Internet have outages. If you’re losing millions every hour, you need to have at least a mobile hotspot or a DSL line for backup. And seriously, who doesn’t have a smartphone with a data plan. If a business has an onsite VoIP PBX from us, we offer to set it up with out SIP trunk provider to fail over to a cellphone if the PBX becomes unavailable. We used to offer all broadband customers a free dialup account for backup, but of course that’s useless now, people would rather drive into town and use the WiFi at Starbucks or Panera. And BTW we got out of the dialup business 10 years ago. From: AF <[email protected]> On Behalf Of Carl Peterson Sent: Tuesday, August 6, 2019 12:09 PM To: AnimalFarm Microwave Users Group <[email protected]> Subject: Re: [AFMUG] residential customers that alway claiming "business use" Difference between having support on shift to answer the phone and work with the customer and having them page out a service tech. For DIA we page and escalate after hours and get a tech out of bed if we have to. For SMB we try, i.e if someone is available and willing then we dispatch and pay the overtime. They aren't going to be offline over the weekend but they also won't get a 2AM service call like DIA. For residential it gets fit into the next business days schedule. On Tue, Aug 6, 2019 at 12:01 PM Mike Hammett <[email protected] <mailto:[email protected]> > wrote: Well, that's one strategy. The other is you have a guy whose normal shift covers evenings, serving residential customers. ----- Mike Hammett <http://www.ics-il.com/> Intelligent Computing Solutions <https://www.facebook.com/ICSIL> <https://plus.google.com/+IntelligentComputingSolutionsDeKalb> <https://www.linkedin.com/company/intelligent-computing-solutions> <https://twitter.com/ICSIL> <http://www.midwest-ix.com/> Midwest Internet Exchange <https://www.facebook.com/mdwestix> <https://www.linkedin.com/company/midwest-internet-exchange> <https://twitter.com/mdwestix> <http://www.thebrotherswisp.com/> The Brothers WISP <https://www.facebook.com/thebrotherswisp> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg> _____ From: "Kurt Fankhauser" <[email protected] <mailto:[email protected]> > To: "AnimalFarm Microwave Users Group" <[email protected] <mailto:[email protected]> > Sent: Tuesday, August 6, 2019 11:12:31 AM Subject: Re: [AFMUG] residential customers that alway claiming "business use" and no after hours response on Residential On Tue, Aug 6, 2019 at 12:10 PM <[email protected] <mailto:[email protected]> > wrote: I used to publish a triage/response time sheet in our faq page. Something like: “Residential trouble tickets would be dispatched to a technician within 24 hours on business days when when work load permits. Business customers have priority over residential customers. No weekend response.” From: Lewis Bergman Sent: Tuesday, August 6, 2019 10:02 AM To: AnimalFarm Microwave Users Group Subject: Re: [AFMUG] residential customers that alway claiming "business use" Sounds like they want an SLA type service so they need an SLA type price. On Tue, Aug 6, 2019 at 10:45 AM Kurt Fankhauser <[email protected] <mailto:[email protected]> > wrote: What is everyone doing for all these residential customers that when their internet is down are always requesting expedited repairs beause they need they are "running a business from home" etc? Do you make them jump up to business package? Or add a fee on their bill for "commercial use"??? Seems to be happening all the time lately and I feel like they are taking advantage of residential pricing but wanting business type service. -- AF mailing list [email protected] <mailto:[email protected]> http://af.afmug.com/mailman/listinfo/af_af.afmug.com -- Lewis Bergman 325-439-0533 Cell _____ -- AF mailing list [email protected] <mailto:[email protected]> http://af.afmug.com/mailman/listinfo/af_af.afmug.com -- AF mailing list [email protected] <mailto:[email protected]> http://af.afmug.com/mailman/listinfo/af_af.afmug.com -- AF mailing list [email protected] <mailto:[email protected]> http://af.afmug.com/mailman/listinfo/af_af.afmug.com -- AF mailing list [email protected] <mailto:[email protected]> http://af.afmug.com/mailman/listinfo/af_af.afmug.com -- Carl Peterson PORT NETWORKS 401 E Pratt St, Ste 2553 Baltimore, MD 21202 (410) 637-3707
-- AF mailing list [email protected] http://af.afmug.com/mailman/listinfo/af_af.afmug.com
