Would offering real-time access to server logs, or mirrored server logs through a web interface or downloadable file make you feel more confident in outsourcing to us? Anyone else agree? Are there any examples in the market you can compare this to?
Do you have other requests you would require included with the service or offered as an additional upgrade that you would need in order to seriously consider outsourcing? You may provide your comments off-line if you wish. Thanks for the input. Peter Ejtel Sales Manager Tucows Inc. -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]]On Behalf Of [EMAIL PROTECTED] Sent: Monday, February 17, 2003 4:23 PM To: 'Discuss List' Subject: Tucows E-mail Service > 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
