> This week we are starting a weekly conference service to discuss major > issues and research we have put together on reseller related topics. This > week we will be discussing our new Email service and why you should offer it > and/or seriously consider outsourcing this service to Tucows. I will do a > follow up email to the list this afternoon as an invitation to all > interested.
I was meaning to post my comments on the E-mail service the last time it was discussed in depth on this list, however I didn't get around to it due to illness. Thanks for providing an opportunity to bring it up now. The number one reason why I would never consider reselling an outsourced e-mail service: customer service. Our customers demand and deserve very quick response when they are not receiving their forwarded e-mail. It would not be acceptable to have to wait 48 hours or more for a reply from support. Direct access to the mail server log files is a must so that we can quickly pinpoint the problem and provide a response. As a side point we have found that 99% of problems are external to our systems--usually at the receiving ISP. Providing log entries showing this helps the customer get the problem resolved quickly as the source of the problem can see exactly what is happening. -Bill
