subject:"Re\: \[AFMUG\] Serverplus"

So you're comparing apples and oranges...


Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

On Mon, Mar 26, 2018 at 1:56 PM, Matt Hoppes <
mattli...@rivervalleyinternet.net> wrote:

> YOU ARE MISSING THE POINT.
>
> No one is going to work for $400/month.   But I put that $400 towards the
> person's pay and now I have a person to do other things as well.
>
> On 3/26/18 1:47 PM, Josh Luthman wrote:
>
>> I want to know where you're finding people that are worth employing for
>> 400/mo.
>>
>>
>> Josh Luthman
>> Office: 937-552-2340
>> Direct: 937-552-2343
>> 1100 Wayne St
>> Suite 1337
>> Troy, OH 45373
>>
>> On Mon, Mar 26, 2018 at 10:20 AM, Matt Hoppes <
>> mattli...@rivervalleyinternet.net > nternet.net>> wrote:
>>
>> You're missing my point.
>>
>> Support calls are maybe 2-4 a week.
>>
>> But there are minimums with SP.  Plus there are the calls that are
>> mis-directed that I would end up paying for, or "Is Matt there?".
>>
>> BUT... by bringing my sales in-house ($300-$400/month) plus the
>> support (around the same amount) I'm now part way to just hiring
>> someone -- who I can now use for other things.
>>
>> On 3/26/18 10:15 AM, Josh Luthman wrote:
>>
>> Sounds like you have too many support calls.  I couldn't
>> possibly hire someone 40 hours a week at minimum wage and get
>> close to my per call cost with ServerPlus...
>>
>>
>> Josh Luthman
>> Office: 937-552-2340 
>> Direct: 937-552-2343 
>> 1100 Wayne St
>> Suite 1337
>> Troy, OH 45373
>>
>> On Sun, Mar 25, 2018 at 4:44 PM, Matt Hoppes
>> > 
>> > >> wrote:
>>
>>  Interesting point. We are at 1,000 subs I and I just did this
>>  economic model.
>>
>>  I don’t have 24x7 support. But do have 9-9.
>>
>>  With a well running network support calls are near nothing.
>> I took
>>  the money I was going to pay SP and hired staff. Now I have
>> people
>>  who do phones and other things.
>>
>>  On Mar 25, 2018, at 06:32, Lewis Bergman
>> 
>>  > >> wrote:
>>
>>  I would say that if you want local pronunciations of
>> words you
>>  should run your open tech support.
>>
>>  I don't think most people care. They are normally happy
>> just to
>>  have someone speak English that they can understand.
>> Until you get
>>  about 8000 subs I doubt you can do it anywhere close to
>> the cost
>>  that Lane can.
>>
>>  On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds
>> 
>>  > >> wrote:
>>
>> https://www.youtube.com/watch?v=GyJXDdlD4jQ
>> 
>>  > >
>>
>>  "IN-DE GO" :)
>>
>>  On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes
>>  > 
>>  > >> wrote:
>>
>>  It’s In Di Go. Like the color. Not In Dee Go.
>> Like a
>>  butchered version of the six fingered man.
>>
>>  On Mar 14, 2018, at 04:27, Josh Reynolds
>>  >  > >> wrote:
>>
>>  That's how it's pronounced...
>>
>>  Maybe a regional thing?
>>
>>  On Mar 11, 2018 2:02 PM, "Matt Hoppes"
>>  > 
>>  > >> wrote:
>>
>>  GTC does this too. I don’t know why
>> it’s so hard.
>>
>>  The company I used to work for was
>>

Re: [AFMUG] Serverplus

I just can’t let go of my baby. Maybe when we are at 5,000 subscribers. 

> On Mar 26, 2018, at 14:56, Andy Trimmell <atrimm...@precisionds.com> wrote:
> 
> We use Serverplus for after hours and weekend support. It’s glorious.
>  
> Money well spent.
>  
>  
> Andy Trimmell
> Systems Engineer
> PDS Connect
> 317-831-3000
>  
>  
>  
> From: Af [mailto:af-boun...@afmug.com] On Behalf Of Mike Hammett
> Sent: Monday, March 26, 2018 2:35 PM
> Cc: af@afmug.com
> Subject: Re: [AFMUG] Serverplus
>  
> I understand your point of view, I just made a different decision. I pay 
> ServerPlus to handle my support.
> 
> 
> 
> -
> Mike Hammett
> Intelligent Computing Solutions
> 
> Midwest Internet Exchange
> 
> The Brothers WISP
> 
> 
> 
> From: "Matt Hoppes" <mattli...@rivervalleyinternet.net>
> To: af@afmug.com, "Mike Hammett" <af...@ics-il.net>
> Sent: Monday, March 26, 2018 1:03:48 PM
> Subject: Re: [AFMUG] Serverplus
> 
> Wait... Mike... are we agreeing again?
> 
> On 3/26/18 1:49 PM, Mike Hammett wrote:
> > You're still reading this wrong.
> > 
> > 
> > 
> > -
> > Mike Hammett
> > Intelligent Computing Solutions <http://www.ics-il.com/>
> > <https://www.facebook.com/ICSIL><https://plus.google.com/+IntelligentComputingSolutionsDeKalb><https://www.linkedin.com/company/intelligent-computing-solutions><https://twitter.com/ICSIL>
> > Midwest Internet Exchange <http://www.midwest-ix.com/>
> > <https://www.facebook.com/mdwestix><https://www.linkedin.com/company/midwest-internet-exchange><https://twitter.com/mdwestix>
> > The Brothers WISP <http://www.thebrotherswisp.com/>
> > <https://www.facebook.com/thebrotherswisp>
> > 
> > 
> > <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>
> > 
> > *From: *"Josh Luthman" <j...@imaginenetworksllc.com>
> > *To: *"Matt Hoppes" <mattli...@rivervalleyinternet.net>
> > *Cc: *af@afmug.com
> > *Sent: *Monday, March 26, 2018 12:48:18 PM
> > *Subject: *Re: [AFMUG] Serverplus
> > 
> > I want to know where you're finding people that are worth employing for 
> > 400/mo.
> > 
> > 
> > Josh Luthman
> > Office: 937-552-2340
> > Direct: 937-552-2343
> > 1100 Wayne St
> > Suite 1337
> > Troy, OH 45373
> > 
> > On Mon, Mar 26, 2018 at 10:20 AM, Matt Hoppes 
> > <mattli...@rivervalleyinternet.net 
> > <mailto:mattli...@rivervalleyinternet.net>> wrote:
> > 
> > You're missing my point.
> > 
> > Support calls are maybe 2-4 a week.
> > 
> > But there are minimums with SP.  Plus there are the calls that are
> > mis-directed that I would end up paying for, or "Is Matt there?".
> > 
> > BUT... by bringing my sales in-house ($300-$400/month) plus the
> > support (around the same amount) I'm now part way to just hiring
> > someone -- who I can now use for other things.
> > 
> > On 3/26/18 10:15 AM, Josh Luthman wrote:
> > 
> > Sounds like you have too many support calls.  I couldn't
> > possibly hire someone 40 hours a week at minimum wage and get
> > close to my per call cost with ServerPlus...
> > 
> > 
> > Josh Luthman
> > Office: 937-552-2340 
> > Direct: 937-552-2343 
> > 1100 Wayne St
> > Suite 1337
> > Troy, OH 45373
> > 
> > On Sun, Mar 25, 2018 at 4:44 PM, Matt Hoppes
> > <mattli...@rivervalleyinternet.net
> > <mailto:mattli...@rivervalleyinternet.net>
> > <mailto:mattli...@rivervalleyinternet.net
> > <mailto:mattli...@rivervalleyinternet.net>>> wrote:
> > 
> >  Interesting point. We are at 1,000 subs I and I just did this
> >  economic model.
> > 
> >  I don’t have 24x7 support. But do have 9-9.
> > 
> >  With a well running network support calls are near nothing.
> > I took
> >  the money I was going to pay SP and hired staff. Now I have
> > people
> >  who do phones and other things.
> > 
> >  On Mar 25, 2018, at 06:32, Lewis Bergman
> > <lewis.berg...@gmail.com <mailto:lewis.berg...@gmail.com>
> >  <mailto:lewis.berg...@gmail.com
> >

Re: [AFMUG] Serverplus

2018-03-26 Thread Andy Trimmell

We use Serverplus for after hours and weekend support. It’s glorious.

 

Money well spent.

 

 

Andy Trimmell

Systems Engineer

PDS Connect

317-831-3000

 

 

 

From: Af [mailto:af-boun...@afmug.com] On Behalf Of Mike Hammett
Sent: Monday, March 26, 2018 2:35 PM
Cc: af@afmug.com
Subject: Re: [AFMUG] Serverplus

 

I understand your point of view, I just made a different decision. I pay 
ServerPlus to handle my support.



-
Mike Hammett
Intelligent Computing Solutions <http://www.ics-il.com/> 
 <https://www.facebook.com/ICSIL>  
<https://plus.google.com/+IntelligentComputingSolutionsDeKalb>  
<https://www.linkedin.com/company/intelligent-computing-solutions>  
<https://twitter.com/ICSIL> 
Midwest Internet Exchange <http://www.midwest-ix.com/> 
 <https://www.facebook.com/mdwestix>  
<https://www.linkedin.com/company/midwest-internet-exchange>  
<https://twitter.com/mdwestix> 
The Brothers WISP <http://www.thebrotherswisp.com/> 
 <https://www.facebook.com/thebrotherswisp> 


<https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg> 



From: "Matt Hoppes" <mattli...@rivervalleyinternet.net>
To: af@afmug.com, "Mike Hammett" <af...@ics-il.net>
Sent: Monday, March 26, 2018 1:03:48 PM
Subject: Re: [AFMUG] Serverplus

Wait... Mike... are we agreeing again?

On 3/26/18 1:49 PM, Mike Hammett wrote:
> You're still reading this wrong.
> 
> 
> 
> -
> Mike Hammett
> Intelligent Computing Solutions <http://www.ics-il.com/>
> <https://www.facebook.com/ICSIL><https://plus.google.com/+IntelligentComputingSolutionsDeKalb><https://www.linkedin.com/company/intelligent-computing-solutions><https://twitter.com/ICSIL>
> Midwest Internet Exchange <http://www.midwest-ix.com/>
> <https://www.facebook.com/mdwestix><https://www.linkedin.com/company/midwest-internet-exchange><https://twitter.com/mdwestix>
> The Brothers WISP <http://www.thebrotherswisp.com/>
> <https://www.facebook.com/thebrotherswisp>
> 
> 
> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>
> ------------
> *From: *"Josh Luthman" <j...@imaginenetworksllc.com>
> *To: *"Matt Hoppes" <mattli...@rivervalleyinternet.net>
> *Cc: *af@afmug.com
> *Sent: *Monday, March 26, 2018 12:48:18 PM
> *Subject: *Re: [AFMUG] Serverplus
> 
> I want to know where you're finding people that are worth employing for 
> 400/mo.
> 
> 
> Josh Luthman
> Office: 937-552-2340
> Direct: 937-552-2343
> 1100 Wayne St
> Suite 1337
> Troy, OH 45373
> 
> On Mon, Mar 26, 2018 at 10:20 AM, Matt Hoppes 
> <mattli...@rivervalleyinternet.net 
<mailto:mattli...@rivervalleyinternet.net%20%0b> > 
<mailto:mattli...@rivervalleyinternet.net>> wrote:
> 
> You're missing my point.
> 
> Support calls are maybe 2-4 a week.
> 
> But there are minimums with SP.  Plus there are the calls that are
> mis-directed that I would end up paying for, or "Is Matt there?".
> 
> BUT... by bringing my sales in-house ($300-$400/month) plus the
> support (around the same amount) I'm now part way to just hiring
> someone -- who I can now use for other things.
> 
> On 3/26/18 10:15 AM, Josh Luthman wrote:
> 
> Sounds like you have too many support calls.  I couldn't
> possibly hire someone 40 hours a week at minimum wage and get
> close to my per call cost with ServerPlus...
> 
> 
> Josh Luthman
> Office: 937-552-2340 
> Direct: 937-552-2343 
> 1100 Wayne St
> Suite 1337
> Troy, OH 45373
> 
> On Sun, Mar 25, 2018 at 4:44 PM, Matt Hoppes
> <mattli...@rivervalleyinternet.net
<mailto:mattli...@rivervalleyinternet.net%0b> > 
<mailto:mattli...@rivervalleyinternet.net>
> <mailto:mattli...@rivervalleyinternet.net
<mailto:mattli...@rivervalleyinternet.net%0b> > 
<mailto:mattli...@rivervalleyinternet.net>>> wrote:
> 
>  Interesting point. We are at 1,000 subs I and I just did this
>  economic model.
> 
>  I don’t have 24x7 support. But do have 9-9.
> 
>  With a well running network support calls are near nothing.
> I took
>  the money I was going to pay SP and hired staff. Now I have
> people
>  who do phones and other things.
> 
>  On Mar 25, 2018, at 06:32, Lewis Bergman
> <lewis.berg...@gmail.com <mailto:lewis.berg...@gmail.com 
> <mailto:lewis.berg...@gmail.

Re: [AFMUG] Serverplus

2018-03-26 Thread Mike Hammett

I understand your point of view, I just made a different decision. I pay 
ServerPlus to handle my support. 




- 
Mike Hammett 
Intelligent Computing Solutions 

Midwest Internet Exchange 

The Brothers WISP 




- Original Message -

From: "Matt Hoppes" <mattli...@rivervalleyinternet.net> 
To: af@afmug.com, "Mike Hammett" <af...@ics-il.net> 
Sent: Monday, March 26, 2018 1:03:48 PM 
Subject: Re: [AFMUG] Serverplus 

Wait... Mike... are we agreeing again? 

On 3/26/18 1:49 PM, Mike Hammett wrote: 
> You're still reading this wrong. 
> 
> 
> 
> - 
> Mike Hammett 
> Intelligent Computing Solutions <http://www.ics-il.com/> 
> <https://www.facebook.com/ICSIL><https://plus.google.com/+IntelligentComputingSolutionsDeKalb><https://www.linkedin.com/company/intelligent-computing-solutions><https://twitter.com/ICSIL>
>  
> Midwest Internet Exchange <http://www.midwest-ix.com/> 
> <https://www.facebook.com/mdwestix><https://www.linkedin.com/company/midwest-internet-exchange><https://twitter.com/mdwestix>
>  
> The Brothers WISP <http://www.thebrotherswisp.com/> 
> <https://www.facebook.com/thebrotherswisp> 
> 
> 
> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg> 
>  
> *From: *"Josh Luthman" <j...@imaginenetworksllc.com> 
> *To: *"Matt Hoppes" <mattli...@rivervalleyinternet.net> 
> *Cc: *af@afmug.com 
> *Sent: *Monday, March 26, 2018 12:48:18 PM 
> *Subject: *Re: [AFMUG] Serverplus 
> 
> I want to know where you're finding people that are worth employing for 
> 400/mo. 
> 
> 
> Josh Luthman 
> Office: 937-552-2340 
> Direct: 937-552-2343 
> 1100 Wayne St 
> Suite 1337 
> Troy, OH 45373 
> 
> On Mon, Mar 26, 2018 at 10:20 AM, Matt Hoppes 
> <mattli...@rivervalleyinternet.net 
> <mailto:mattli...@rivervalleyinternet.net>> wrote: 
> 
> You're missing my point. 
> 
> Support calls are maybe 2-4 a week. 
> 
> But there are minimums with SP. Plus there are the calls that are 
> mis-directed that I would end up paying for, or "Is Matt there?". 
> 
> BUT... by bringing my sales in-house ($300-$400/month) plus the 
> support (around the same amount) I'm now part way to just hiring 
> someone -- who I can now use for other things. 
> 
> On 3/26/18 10:15 AM, Josh Luthman wrote: 
> 
> Sounds like you have too many support calls. I couldn't 
> possibly hire someone 40 hours a week at minimum wage and get 
> close to my per call cost with ServerPlus... 
> 
> 
> Josh Luthman 
> Office: 937-552-2340  
> Direct: 937-552-2343  
> 1100 Wayne St 
> Suite 1337 
> Troy, OH 45373 
> 
> On Sun, Mar 25, 2018 at 4:44 PM, Matt Hoppes 
> <mattli...@rivervalleyinternet.net 
> <mailto:mattli...@rivervalleyinternet.net> 
> <mailto:mattli...@rivervalleyinternet.net 
> <mailto:mattli...@rivervalleyinternet.net>>> wrote: 
> 
> Interesting point. We are at 1,000 subs I and I just did this 
> economic model. 
> 
> I don’t have 24x7 support. But do have 9-9. 
> 
> With a well running network support calls are near nothing. 
> I took 
> the money I was going to pay SP and hired staff. Now I have 
> people 
> who do phones and other things. 
> 
> On Mar 25, 2018, at 06:32, Lewis Bergman 
> <lewis.berg...@gmail.com <mailto:lewis.berg...@gmail.com> 
> <mailto:lewis.berg...@gmail.com 
> <mailto:lewis.berg...@gmail.com>>> wrote: 
> 
> I would say that if you want local pronunciations of 
> words you 
> should run your open tech support. 
> 
> I don't think most people care. They are normally happy 
> just to 
> have someone speak English that they can understand. 
> Until you get 
> about 8000 subs I doubt you can do it anywhere close to 
> the cost 
> that Lane can. 
> 
> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds 
> <j...@kyneticwifi.com <mailto:j...@kyneticwifi.com> 
> <mailto:j...@kyneticwifi.com 
> <mailto:j...@kyneticwifi.com>>> wrote: 
> 
> https://www.youtube.com/watch?v=GyJXDdlD4jQ 
> <https://www.youtube.com/watch?v=GyJXDdlD4jQ> 
> 
> "IN-DE GO" :) 
> 
> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes 
> <mattli...@rivervalleyinternet.net 
> <mailto:mattli...@rivervalleyinternet.net> 
> <mailto:mattli...@rivervalleyinternet.net 
> <mailto:mattli...@rivervalleyinternet.net>>> wrote: 
> 
> It’s In Di Go. Like the color. Not In Dee Go. 
> Like a 
> butchered version of the six fingered man. 
> 
> On Mar 14, 2018, at 04:27, Josh Reynolds 
&

Re: [AFMUG] Serverplus


Wait... Mike... are we agreeing again?

On 3/26/18 1:49 PM, Mike Hammett wrote:

You're still reading this wrong.



-
Mike Hammett
Intelligent Computing Solutions <http://www.ics-il.com/>
<https://www.facebook.com/ICSIL><https://plus.google.com/+IntelligentComputingSolutionsDeKalb><https://www.linkedin.com/company/intelligent-computing-solutions><https://twitter.com/ICSIL>
Midwest Internet Exchange <http://www.midwest-ix.com/>
<https://www.facebook.com/mdwestix><https://www.linkedin.com/company/midwest-internet-exchange><https://twitter.com/mdwestix>
The Brothers WISP <http://www.thebrotherswisp.com/>
<https://www.facebook.com/thebrotherswisp>


<https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>

*From: *"Josh Luthman" <j...@imaginenetworksllc.com>
*To: *"Matt Hoppes" <mattli...@rivervalleyinternet.net>
*Cc: *af@afmug.com
*Sent: *Monday, March 26, 2018 12:48:18 PM
*Subject: *Re: [AFMUG] Serverplus

I want to know where you're finding people that are worth employing for 
400/mo.



Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

On Mon, Mar 26, 2018 at 10:20 AM, Matt Hoppes 
<mattli...@rivervalleyinternet.net 
<mailto:mattli...@rivervalleyinternet.net>> wrote:


You're missing my point.

Support calls are maybe 2-4 a week.

But there are minimums with SP.  Plus there are the calls that are
mis-directed that I would end up paying for, or "Is Matt there?".

BUT... by bringing my sales in-house ($300-$400/month) plus the
support (around the same amount) I'm now part way to just hiring
someone -- who I can now use for other things.

On 3/26/18 10:15 AM, Josh Luthman wrote:

Sounds like you have too many support calls.  I couldn't
possibly hire someone 40 hours a week at minimum wage and get
close to my per call cost with ServerPlus...


Josh Luthman
Office: 937-552-2340 
Direct: 937-552-2343 
1100 Wayne St
Suite 1337
Troy, OH 45373

On Sun, Mar 25, 2018 at 4:44 PM, Matt Hoppes
<mattli...@rivervalleyinternet.net
<mailto:mattli...@rivervalleyinternet.net>
<mailto:mattli...@rivervalleyinternet.net
<mailto:mattli...@rivervalleyinternet.net>>> wrote:

     Interesting point. We are at 1,000 subs I and I just did this
     economic model.

     I don’t have 24x7 support. But do have 9-9.

     With a well running network support calls are near nothing.
I took
     the money I was going to pay SP and hired staff. Now I have
people
     who do phones and other things.

     On Mar 25, 2018, at 06:32, Lewis Bergman
<lewis.berg...@gmail.com <mailto:lewis.berg...@gmail.com>
     <mailto:lewis.berg...@gmail.com
<mailto:lewis.berg...@gmail.com>>> wrote:

     I would say that if you want local pronunciations of
words you
     should run your open tech support.

     I don't think most people care. They are normally happy
just to
     have someone speak English that they can understand.
Until you get
     about 8000 subs I doubt you can do it anywhere close to
the cost
     that Lane can.

     On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds
<j...@kyneticwifi.com <mailto:j...@kyneticwifi.com>
     <mailto:j...@kyneticwifi.com
<mailto:j...@kyneticwifi.com>>> wrote:

https://www.youtube.com/watch?v=GyJXDdlD4jQ
         <https://www.youtube.com/watch?v=GyJXDdlD4jQ>

         "IN-DE GO" :)

         On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes
         <mattli...@rivervalleyinternet.net
<mailto:mattli...@rivervalleyinternet.net>
         <mailto:mattli...@rivervalleyinternet.net
<mailto:mattli...@rivervalleyinternet.net>>> wrote:

             It’s In Di Go. Like the color. Not In Dee Go.
Like a
             butchered version of the six fingered man.

             On Mar 14, 2018, at 04:27, Josh Reynolds
             <j...@kyneticwifi.com
<mailto:j...@kyneticwifi.com> <mailto:j...@kyneticwifi.com
<mailto:j...@kyneticwifi.com>>> wrote:

             That's how it's pronounced...

             Maybe a regional thing?

             On Mar 11, 2018 2:02 PM, "Matt Hoppes"
             <mattli..

Re: [AFMUG] Serverplus

YOU ARE MISSING THE POINT.

No one is going to work for $400/month.   But I put that $400 towards 
the person's pay and now I have a person to do other things as well.

On 3/26/18 1:47 PM, Josh Luthman wrote:
I want to know where you're finding people that are worth employing for 
400/mo.

Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

On Mon, Mar 26, 2018 at 10:20 AM, Matt Hoppes 
> wrote:

You're missing my point.

Support calls are maybe 2-4 a week.

But there are minimums with SP.  Plus there are the calls that are
mis-directed that I would end up paying for, or "Is Matt there?".

BUT... by bringing my sales in-house ($300-$400/month) plus the
support (around the same amount) I'm now part way to just hiring
someone -- who I can now use for other things.

On 3/26/18 10:15 AM, Josh Luthman wrote:

Sounds like you have too many support calls.  I couldn't
possibly hire someone 40 hours a week at minimum wage and get
close to my per call cost with ServerPlus...

Josh Luthman
Office: 937-552-2340 
Direct: 937-552-2343 
1100 Wayne St
Suite 1337
Troy, OH 45373

On Sun, Mar 25, 2018 at 4:44 PM, Matt Hoppes

>> wrote:

     Interesting point. We are at 1,000 subs I and I just did this
     economic model.

     I don’t have 24x7 support. But do have 9-9.

     With a well running network support calls are near nothing.
I took
     the money I was going to pay SP and hired staff. Now I have
people
     who do phones and other things.

     On Mar 25, 2018, at 06:32, Lewis Bergman

     >> wrote:

     I would say that if you want local pronunciations of
words you
     should run your open tech support.

     I don't think most people care. They are normally happy
just to
     have someone speak English that they can understand.
Until you get
     about 8000 subs I doubt you can do it anywhere close to
the cost
     that Lane can.

     On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds

     >> wrote:

https://www.youtube.com/watch?v=GyJXDdlD4jQ

         >

         "IN-DE GO" :)

         On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes

         >> wrote:

             It’s In Di Go. Like the color. Not In Dee Go.
Like a
             butchered version of the six fingered man.

             On Mar 14, 2018, at 04:27, Josh Reynolds
              >> wrote:

             That's how it's pronounced...

             Maybe a regional thing?

             On Mar 11, 2018 2:02 PM, "Matt Hoppes"

             >> wrote:

                 GTC does this too. I don’t know why
it’s so hard.

                 The company I used to work for was
“Indigo Wireless”.
                 They always say In Dee Go.

                 On Mar 11, 2018, at 14:50, Sterling
Jacobson

>>
                 wrote:

                 They are working well for us, and I
have a horrible

Re: [AFMUG] Serverplus

2018-03-26 Thread Mike Hammett

You're still reading this wrong. 

- 
Mike Hammett 
Intelligent Computing Solutions 

Midwest Internet Exchange 

The Brothers WISP 

- Original Message -

From: "Josh Luthman" <j...@imaginenetworksllc.com> 
To: "Matt Hoppes" <mattli...@rivervalleyinternet.net> 
Cc: af@afmug.com 
Sent: Monday, March 26, 2018 12:48:18 PM 
Subject: Re: [AFMUG] Serverplus 

I want to know where you're finding people that are worth employing for 400/mo. 

Josh Luthman 
Office: 937-552-2340 
Direct: 937-552-2343 
1100 Wayne St 
Suite 1337 
Troy, OH 45373 

On Mon, Mar 26, 2018 at 10:20 AM, Matt Hoppes < 
mattli...@rivervalleyinternet.net > wrote: 

You're missing my point. 

Support calls are maybe 2-4 a week. 

But there are minimums with SP. Plus there are the calls that are mis-directed 
that I would end up paying for, or "Is Matt there?". 

BUT... by bringing my sales in-house ($300-$400/month) plus the support (around 
the same amount) I'm now part way to just hiring someone -- who I can now use 
for other things. 

On 3/26/18 10:15 AM, Josh Luthman wrote: 

Sounds like you have too many support calls. I couldn't possibly hire someone 
40 hours a week at minimum wage and get close to my per call cost with 
ServerPlus... 

Josh Luthman 
Office: 937-552-2340 
Direct: 937-552-2343 
1100 Wayne St 
Suite 1337 
Troy, OH 45373 

On Sun, Mar 25, 2018 at 4:44 PM, Matt Hoppes < 
mattli...@rivervalleyinternet.net > 
wrote: 

Interesting point. We are at 1,000 subs I and I just did this 
economic model. 

I don’t have 24x7 support. But do have 9-9. 

With a well running network support calls are near nothing. I took 
the money I was going to pay SP and hired staff. Now I have people 
who do phones and other things. 

On Mar 25, 2018, at 06:32, Lewis Bergman < lewis.berg...@gmail.com 
> wrote: 

I would say that if you want local pronunciations of words you 
should run your open tech support. 

I don't think most people care. They are normally happy just to 
have someone speak English that they can understand. Until you get 
about 8000 subs I doubt you can do it anywhere close to the cost 
that Lane can. 

On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds < j...@kyneticwifi.com 
> wrote: 

https://www.youtube.com/watch?v=GyJXDdlD4jQ 
< https://www.youtube.com/watch?v=GyJXDdlD4jQ > 

"IN-DE GO" :) 

On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes 
< mattli...@rivervalleyinternet.net 
> wrote: 

It’s In Di Go. Like the color. Not In Dee Go. Like a 
butchered version of the six fingered man. 

On Mar 14, 2018, at 04:27, Josh Reynolds 
< j...@kyneticwifi.com > wrote: 

That's how it's pronounced... 

Maybe a regional thing? 

On Mar 11, 2018 2:02 PM, "Matt Hoppes" 
< mattli...@rivervalleyinternet.net 
> wrote: 

GTC does this too. I don’t know why it’s so hard. 

The company I used to work for was “Indigo Wireless”. 
They always say In Dee Go. 

On Mar 11, 2018, at 14:50, Sterling Jacobson 
< sterl...@avative.net > 
wrote: 

They are working well for us, and I have a horrible 
generic support DT, lol! 

__ __ 

I have had zero complaints from my customers so far 
this year, so I think they are doing well. 

__ __ 

The only feedback I’ve had is customers hear our 
company name pronounced five different ways, even 
though the DT instructs the proper pronunciation. 

__ __ 

But it’s a made-up name so my customer are always 
confused on pronunciation themselves. 

__ __ 

__ __ 

*From:* Af < af-boun...@afmug.com 
> *On Behalf Of 
* ch...@wbmfg.com  
*Sent:* Saturday, March 10, 2018 11:25 AM 
*To:* af@afmug.com  
*Subject:* Re: [AFMUG] Serverplus 

__ __ 

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 
happ

Re: [AFMUG] Serverplus

Oh I could go on and on :)


Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

On Mon, Mar 26, 2018 at 11:29 AM, Jeff Broadwick - Lists <jeffl...@att.net>
wrote:

> What about Versailles?
>
> Jeff Broadwick
> CTIconnect
> 312-205-2519 <(312)%20205-2519> Office
> 574-220-7826 <(574)%20220-7826> Cell
> jbroadw...@cticonnect.com
>
> On Mar 26, 2018, at 10:17 AM, Josh Luthman <j...@imaginenetworksllc.com>
> wrote:
>
> Here in Ohio it's very easy to know you're not from this neck of the woods
> (probably western third of the state)...
>
> It's Russia, not Russia.
> It's Piqua, not Piqua.
> It's Houston, not Houston.
> It's Rio Grande, not Rio Grande.
>
>
> Josh Luthman
> Office: 937-552-2340 <(937)%20552-2340>
> Direct: 937-552-2343 <(937)%20552-2343>
> 1100 Wayne St
> <https://maps.google.com/?q=1100+Wayne+St+Suite+1337+Troy,+OH+45373=gmail=g>
> Suite 1337
> <https://maps.google.com/?q=1100+Wayne+St+Suite+1337+Troy,+OH+45373=gmail=g>
> Troy, OH 45373
> <https://maps.google.com/?q=1100+Wayne+St+Suite+1337+Troy,+OH+45373=gmail=g>
>
> On Sun, Mar 25, 2018 at 5:33 PM, CBB - Jay Fuller <
> par...@cyberbroadband.net> wrote:
>
>>
>> I would certainly disagree with that.  If someone does not know how to
>> pronounce our community names it would 100% tick me off and clue me into
>> knowing whomever I'm talking to is not here...
>>
>>
>> - Original Message -
>> *From:* Lewis Bergman <lewis.berg...@gmail.com>
>> *To:* af@afmug.com
>> *Sent:* Sunday, March 25, 2018 5:32 AM
>> *Subject:* Re: [AFMUG] Serverplus
>>
>> I would say that if you want local pronunciations of words you should run
>> your open tech support.
>>
>> I don't think most people care. They are normally happy just to have
>> someone speak English that they can understand. Until you get about 8000
>> subs I doubt you can do it anywhere close to the cost that Lane can.
>>
>> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:
>>
>>> https://www.youtube.com/watch?v=GyJXDdlD4jQ
>>>
>>> "IN-DE GO" :)
>>>
>>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes <
>>> mattli...@rivervalleyinternet.net> wrote:
>>>
>>>> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version
>>>> of the six fingered man.
>>>>
>>>> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:
>>>>
>>>> That's how it's pronounced...
>>>>
>>>> Maybe a regional thing?
>>>>
>>>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" <mattlists@rivervalleyinternet
>>>> .net> wrote:
>>>>
>>>>> GTC does this too. I don’t know why it’s so hard.
>>>>>
>>>>> The company I used to work for was “Indigo Wireless”. They always say
>>>>> In Dee Go.
>>>>>
>>>>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net>
>>>>> wrote:
>>>>>
>>>>> They are working well for us, and I have a horrible generic support
>>>>> DT, lol!
>>>>>
>>>>>
>>>>>
>>>>> I have had zero complaints from my customers so far this year, so I
>>>>> think they are doing well.
>>>>>
>>>>>
>>>>>
>>>>> The only feedback I’ve had is customers hear our company name
>>>>> pronounced five different ways, even though the DT instructs the proper
>>>>> pronunciation.
>>>>>
>>>>>
>>>>>
>>>>> But it’s a made-up name so my customer are always confused on
>>>>> pronunciation themselves.
>>>>>
>>>>>
>>>>>
>>>>>
>>>>>
>>>>> *From:* Af <af-boun...@afmug.com> *On Behalf Of *ch...@wbmfg.com
>>>>> *Sent:* Saturday, March 10, 2018 11:25 AM
>>>>> *To:* af@afmug.com
>>>>> *Subject:* Re: [AFMUG] Serverplus
>>>>>
>>>>>
>>>>>
>>>>> 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:* Lay

Re: [AFMUG] Serverplus

I want to know where you're finding people that are worth employing for
400/mo.


Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

On Mon, Mar 26, 2018 at 10:20 AM, Matt Hoppes <
mattli...@rivervalleyinternet.net> wrote:

> You're missing my point.
>
> Support calls are maybe 2-4 a week.
>
> But there are minimums with SP.  Plus there are the calls that are
> mis-directed that I would end up paying for, or "Is Matt there?".
>
> BUT... by bringing my sales in-house ($300-$400/month) plus the support
> (around the same amount) I'm now part way to just hiring someone -- who I
> can now use for other things.
>
> On 3/26/18 10:15 AM, Josh Luthman wrote:
>
>> Sounds like you have too many support calls.  I couldn't possibly hire
>> someone 40 hours a week at minimum wage and get close to my per call cost
>> with ServerPlus...
>>
>>
>> Josh Luthman
>> Office: 937-552-2340
>> Direct: 937-552-2343
>> 1100 Wayne St
>> Suite 1337
>> Troy, OH 45373
>>
>> On Sun, Mar 25, 2018 at 4:44 PM, Matt Hoppes <
>> mattli...@rivervalleyinternet.net > nternet.net>> wrote:
>>
>> Interesting point. We are at 1,000 subs I and I just did this
>> economic model.
>>
>> I don’t have 24x7 support. But do have 9-9.
>>
>> With a well running network support calls are near nothing. I took
>> the money I was going to pay SP and hired staff. Now I have people
>> who do phones and other things.
>>
>> On Mar 25, 2018, at 06:32, Lewis Bergman > > wrote:
>>
>> I would say that if you want local pronunciations of words you
>>> should run your open tech support.
>>>
>>> I don't think most people care. They are normally happy just to
>>> have someone speak English that they can understand. Until you get
>>> about 8000 subs I doubt you can do it anywhere close to the cost
>>> that Lane can.
>>>
>>> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds >> > wrote:
>>>
>>> https://www.youtube.com/watch?v=GyJXDdlD4jQ
>>> 
>>>
>>> "IN-DE GO" :)
>>>
>>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes
>>> >> > wrote:
>>>
>>> It’s In Di Go. Like the color. Not In Dee Go. Like a
>>> butchered version of the six fingered man.
>>>
>>> On Mar 14, 2018, at 04:27, Josh Reynolds
>>> > wrote:
>>>
>>> That's how it's pronounced...

 Maybe a regional thing?

 On Mar 11, 2018 2:02 PM, "Matt Hoppes"
 > wrote:

 GTC does this too. I don’t know why it’s so hard.

 The company I used to work for was “Indigo Wireless”.
 They always say In Dee Go.

 On Mar 11, 2018, at 14:50, Sterling Jacobson
 >
 wrote:

 They are working well for us, and I have a horrible
> generic support DT, lol!
>
> __ __
>
> I have had zero complaints from my customers so far
> this year, so I think they are doing well.
>
> __ __
>
> The only feedback I’ve had is customers hear our
> company name pronounced five different ways, even
> though the DT instructs the proper pronunciation.
>
> __ __
>
> But it’s a made-up name so my customer are always
> confused on pronunciation themselves.
>
> __ __
>
> __ __
>
> *From:* Af  > *On Behalf Of
> *ch...@wbmfg.com 
> *Sent:* Saturday, March 10, 2018 11:25 AM
> *To:* af@afmug.com 
> *Subject:* Re: [AFMUG] Serverplus
>
> __ __
>
> 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

Re: [AFMUG] Serverplus

2018-03-26 Thread Adam Moffett

I think there are maybe two different points being argued here, and 
they're both right.


It's unquestionably cheaper to outsource one tech support person versus 
hiring one tech support person.


In a tiny outfit it's also true that you don't hire a person for a 
single role.  There are a million functions to perform in a company, and 
if you hire someone for one function you are still left with 999,999 
things to do, and probably too much labor devoted to the one function.



-- Original Message --
From: "Matt Hoppes" <mattli...@rivervalleyinternet.net>
To: af@afmug.com; "Josh Luthman" <j...@imaginenetworksllc.com>
Sent: 3/26/2018 10:20:16 AM
Subject: Re: [AFMUG] Serverplus


You're missing my point.

Support calls are maybe 2-4 a week.

But there are minimums with SP.  Plus there are the calls that are 
mis-directed that I would end up paying for, or "Is Matt there?".


BUT... by bringing my sales in-house ($300-$400/month) plus the support 
(around the same amount) I'm now part way to just hiring someone -- who 
I can now use for other things.


On 3/26/18 10:15 AM, Josh Luthman wrote:
Sounds like you have too many support calls.  I couldn't possibly hire 
someone 40 hours a week at minimum wage and get close to my per call 
cost with ServerPlus...



Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

On Sun, Mar 25, 2018 at 4:44 PM, Matt Hoppes 
<mattli...@rivervalleyinternet.net 
<mailto:mattli...@rivervalleyinternet.net>> wrote:


   Interesting point. We are at 1,000 subs I and I just did this
   economic model.

   I don’t have 24x7 support. But do have 9-9.

   With a well running network support calls are near nothing. I took
   the money I was going to pay SP and hired staff. Now I have people
   who do phones and other things.

   On Mar 25, 2018, at 06:32, Lewis Bergman <lewis.berg...@gmail.com
   <mailto:lewis.berg...@gmail.com>> wrote:


   I would say that if you want local pronunciations of words you
   should run your open tech support.

   I don't think most people care. They are normally happy just to
   have someone speak English that they can understand. Until you get
   about 8000 subs I doubt you can do it anywhere close to the cost
   that Lane can.

   On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com
   <mailto:j...@kyneticwifi.com>> wrote:

https://www.youtube.com/watch?v=GyJXDdlD4jQ
   <https://www.youtube.com/watch?v=GyJXDdlD4jQ>

   "IN-DE GO" :)

   On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes
   <mattli...@rivervalleyinternet.net
   <mailto:mattli...@rivervalleyinternet.net>> wrote:

   It’s In Di Go. Like the color. Not In Dee Go. Like a
   butchered version of the six fingered man.

   On Mar 14, 2018, at 04:27, Josh Reynolds
   <j...@kyneticwifi.com <mailto:j...@kyneticwifi.com>> 
wrote:



   That's how it's pronounced...

   Maybe a regional thing?

   On Mar 11, 2018 2:02 PM, "Matt Hoppes"
   <mattli...@rivervalleyinternet.net
   <mailto:mattli...@rivervalleyinternet.net>> wrote:

   GTC does this too. I don’t know why it’s so hard.

   The company I used to work for was “Indigo Wireless”.
   They always say In Dee Go.

   On Mar 11, 2018, at 14:50, Sterling Jacobson
   <sterl...@avative.net <mailto:sterl...@avative.net>>
   wrote:


   They are working well for us, and I have a horrible
   generic support DT, lol!

   __ __

   I have had zero complaints from my customers so far
   this year, so I think they are doing well.

   __ __

   The only feedback I’ve had is customers hear our
   company name pronounced five different ways, even
   though the DT instructs the proper 
pronunciation.


   __ __

   But it’s a made-up name so my customer are always
   confused on pronunciation themselves.

   __ __

   __ __

   *From:* Af <af-boun...@afmug.com
   <mailto:af-boun...@afmug.com>> *On Behalf Of
*ch...@wbmfg.com <mailto:ch...@wbmfg.com>
   *Sent:* Saturday, March 10, 2018 11:25 AM
   *To:* af@afmug.com <mailto:af@afmug.com>
   *Subject:* Re: [AFMUG] Serverplus

   __ __

   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

Re: [AFMUG] Serverplus

2018-03-26 Thread Jeff Broadwick - Lists

What about Versailles?

Jeff Broadwick
CTIconnect
312-205-2519 Office
574-220-7826 Cell
jbroadw...@cticonnect.com

> On Mar 26, 2018, at 10:17 AM, Josh Luthman <j...@imaginenetworksllc.com> 
> wrote:
> 
> Here in Ohio it's very easy to know you're not from this neck of the woods 
> (probably western third of the state)...
> 
> It's Russia, not Russia.
> It's Piqua, not Piqua.
> It's Houston, not Houston.
> It's Rio Grande, not Rio Grande.
> 
> 
> Josh Luthman
> Office: 937-552-2340
> Direct: 937-552-2343
> 1100 Wayne St
> Suite 1337
> Troy, OH 45373
> 
>> On Sun, Mar 25, 2018 at 5:33 PM, CBB - Jay Fuller 
>> <par...@cyberbroadband.net> wrote:
>>  
>> I would certainly disagree with that.  If someone does not know how to 
>> pronounce our community names it would 100% tick me off and clue me into 
>> knowing whomever I'm talking to is not here...
>>  
>> - Original Message -
>> From: Lewis Bergman
>> To: af@afmug.com
>> Sent: Sunday, March 25, 2018 5:32 AM
>> Subject: Re: [AFMUG] Serverplus
>> 
>> I would say that if you want local pronunciations of words you should run 
>> your open tech support.
>> 
>> I don't think most people care. They are normally happy just to have someone 
>> speak English that they can understand. Until you get about 8000 subs I 
>> doubt you can do it anywhere close to the cost that Lane can.
>> 
>>> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:
>>> https://www.youtube.com/watch?v=GyJXDdlD4jQ
>>> 
>>> "IN-DE GO" :)
>>> 
>>>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes 
>>>> <mattli...@rivervalleyinternet.net> wrote:
>>>> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of 
>>>> the six fingered man. 
>>>> 
>>>>> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:
>>>>> 
>>>>> That's how it's pronounced...
>>>>> 
>>>>> Maybe a regional thing?
>>>>> 
>>>>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" 
>>>>> <mattli...@rivervalleyinternet.net> wrote:
>>>>>> GTC does this too. I don’t know why it’s so hard. 
>>>>>> 
>>>>>> The company I used to work for was “Indigo Wireless”. They always say In 
>>>>>> Dee Go. 
>>>>>> 
>>>>>>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> 
>>>>>>> wrote:
>>>>>>> 
>>>>>>> They are working well for us, and I have a horrible generic support DT, 
>>>>>>> lol!
>>>>>>> 
>>>>>>>  
>>>>>>> 
>>>>>>> I have had zero complaints from my customers so far this year, so I 
>>>>>>> think they are doing well.
>>>>>>> 
>>>>>>>  
>>>>>>> 
>>>>>>> The only feedback I’ve had is customers hear our company name 
>>>>>>> pronounced five different ways, even though the DT instructs the proper 
>>>>>>> pronunciation.
>>>>>>> 
>>>>>>>  
>>>>>>> 
>>>>>>> But it’s a made-up name so my customer are always confused on 
>>>>>>> pronunciation themselves.
>>>>>>> 
>>>>>>>  
>>>>>>> 
>>>>>>>  
>>>>>>> 
>>>>>>> From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com
>>>>>>> Sent: Saturday, March 10, 2018 11:25 AM
>>>>>>> To: af@afmug.com
>>>>>>> Subject: Re: [AFMUG] Serverplus
>>>>>>> 
>>>>>>>  
>>>>>>> 
>>>>>>> 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
>>>>>&g

Re: [AFMUG] Serverplus

You're missing my point.

Support calls are maybe 2-4 a week.

But there are minimums with SP.  Plus there are the calls that are 
mis-directed that I would end up paying for, or "Is Matt there?".

BUT... by bringing my sales in-house ($300-$400/month) plus the support 
(around the same amount) I'm now part way to just hiring someone -- who 
I can now use for other things.

On 3/26/18 10:15 AM, Josh Luthman wrote:
Sounds like you have too many support calls.  I couldn't possibly hire 
someone 40 hours a week at minimum wage and get close to my per call 
cost with ServerPlus...

Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

On Sun, Mar 25, 2018 at 4:44 PM, Matt Hoppes 
> wrote:

Interesting point. We are at 1,000 subs I and I just did this
economic model.

I don’t have 24x7 support. But do have 9-9.

With a well running network support calls are near nothing. I took
the money I was going to pay SP and hired staff. Now I have people
who do phones and other things.

On Mar 25, 2018, at 06:32, Lewis Bergman > wrote:

I would say that if you want local pronunciations of words you
should run your open tech support.

I don't think most people care. They are normally happy just to
have someone speak English that they can understand. Until you get
about 8000 subs I doubt you can do it anywhere close to the cost
that Lane can.

On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds > wrote:

https://www.youtube.com/watch?v=GyJXDdlD4jQ

"IN-DE GO" :)

On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes
> wrote:

It’s In Di Go. Like the color. Not In Dee Go. Like a
butchered version of the six fingered man.

On Mar 14, 2018, at 04:27, Josh Reynolds
> wrote:

That's how it's pronounced...

Maybe a regional thing?

On Mar 11, 2018 2:02 PM, "Matt Hoppes"
> wrote:

GTC does this too. I don’t know why it’s so hard.

The company I used to work for was “Indigo Wireless”.
They always say In Dee Go.

On Mar 11, 2018, at 14:50, Sterling Jacobson
>
wrote:

They are working well for us, and I have a horrible
generic support DT, lol!

__ __

I have had zero complaints from my customers so far
this year, so I think they are doing well.

__ __

The only feedback I’ve had is customers hear our
company name pronounced five different ways, even
though the DT instructs the proper pronunciation.

__ __

But it’s a made-up name so my customer are always
confused on pronunciation themselves.

__ __

__ __

*From:* Af > *On Behalf Of
*ch...@wbmfg.com 
*Sent:* Saturday, March 10, 2018 11:25 AM
*To:* af@afmug.com 
*Subject:* Re: [AFMUG] Serverplus

__ __

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

Re: [AFMUG] Serverplus

2018-03-26 Thread Mike Hammett

His point is that he doesn't have dedicated support staff, but staff that do 
other things while not taking support calls. Your ServerPlus agents aren't 
going to be unboxing radios or whatever when calls aren't coming in. 

That said, I still prefer ServerPlus. 




- 
Mike Hammett 
Intelligent Computing Solutions 

Midwest Internet Exchange 

The Brothers WISP 




- Original Message -

From: "Josh Luthman" <j...@imaginenetworksllc.com> 
To: af@afmug.com 
Sent: Monday, March 26, 2018 9:15:40 AM 
Subject: Re: [AFMUG] Serverplus 


Sounds like you have too many support calls. I couldn't possibly hire someone 
40 hours a week at minimum wage and get close to my per call cost with 
ServerPlus... 






Josh Luthman 
Office: 937-552-2340 
Direct: 937-552-2343 
1100 Wayne St 
Suite 1337 
Troy, OH 45373 

On Sun, Mar 25, 2018 at 4:44 PM, Matt Hoppes < 
mattli...@rivervalleyinternet.net > wrote: 





Interesting point. We are at 1,000 subs I and I just did this economic model. 


I don’t have 24x7 support. But do have 9-9. 


With a well running network support calls are near nothing. I took the money I 
was going to pay SP and hired staff. Now I have people who do phones and other 
things. 

On Mar 25, 2018, at 06:32, Lewis Bergman < lewis.berg...@gmail.com > wrote: 




I would say that if you want local pronunciations of words you should run your 
open tech support. 


I don't think most people care. They are normally happy just to have someone 
speak English that they can understand. Until you get about 8000 subs I doubt 
you can do it anywhere close to the cost that Lane can. 



On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds < j...@kyneticwifi.com > wrote: 




https://www.youtube.com/watch?v=GyJXDdlD4jQ 


"IN-DE GO" :) 



On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes < 
mattli...@rivervalleyinternet.net > wrote: 







It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of the 
six fingered man. 

On Mar 14, 2018, at 04:27, Josh Reynolds < j...@kyneticwifi.com > wrote: 





That's how it's pronounced... 


Maybe a regional thing? 


On Mar 11, 2018 2:02 PM, "Matt Hoppes" < mattli...@rivervalleyinternet.net > 
wrote: 







GTC does this too. I don’t know why it’s so hard. 


The company I used to work for was “Indigo Wireless”. They always say In Dee 
Go. 

On Mar 11, 2018, at 14:50, Sterling Jacobson < sterl...@avative.net > wrote: 






They are working well for us, and I have a horrible generic support DT, lol! 

I have had zero complaints from my customers so far this year, so I think they 
are doing well. 

The only feedback I’ve had is customers hear our company name pronounced five 
different ways, even though the DT instructs the proper pronunciation. 

But it’s a made-up name so my customer are always confused on pronunciation 
themselves. 




From: Af < af-boun...@afmug.com > On Behalf Of ch...@wbmfg.com 
Sent: Saturday, March 10, 2018 11:25 AM 
To: af@afmug.com 
Subject: Re: [AFMUG] Serverplus 




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

Re: [AFMUG] Serverplus

Here in Ohio it's very easy to know you're not from this neck of the woods
(probably western third of the state)...

It's Russia, not Russia.
It's Piqua, not Piqua.
It's Houston, not Houston.
It's Rio Grande, not Rio Grande.


Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

On Sun, Mar 25, 2018 at 5:33 PM, CBB - Jay Fuller <par...@cyberbroadband.net
> wrote:

>
> I would certainly disagree with that.  If someone does not know how to
> pronounce our community names it would 100% tick me off and clue me into
> knowing whomever I'm talking to is not here...
>
>
> - Original Message -
> *From:* Lewis Bergman <lewis.berg...@gmail.com>
> *To:* af@afmug.com
> *Sent:* Sunday, March 25, 2018 5:32 AM
> *Subject:* Re: [AFMUG] Serverplus
>
> I would say that if you want local pronunciations of words you should run
> your open tech support.
>
> I don't think most people care. They are normally happy just to have
> someone speak English that they can understand. Until you get about 8000
> subs I doubt you can do it anywhere close to the cost that Lane can.
>
> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:
>
>> https://www.youtube.com/watch?v=GyJXDdlD4jQ
>>
>> "IN-DE GO" :)
>>
>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes <mattlists@
>> rivervalleyinternet.net> wrote:
>>
>>> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version
>>> of the six fingered man.
>>>
>>> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:
>>>
>>> That's how it's pronounced...
>>>
>>> Maybe a regional thing?
>>>
>>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" <mattlists@
>>> rivervalleyinternet.net> wrote:
>>>
>>>> GTC does this too. I don’t know why it’s so hard.
>>>>
>>>> The company I used to work for was “Indigo Wireless”. They always say
>>>> In Dee Go.
>>>>
>>>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net>
>>>> wrote:
>>>>
>>>> They are working well for us, and I have a horrible generic support DT,
>>>> lol!
>>>>
>>>>
>>>>
>>>> I have had zero complaints from my customers so far this year, so I
>>>> think they are doing well.
>>>>
>>>>
>>>>
>>>> The only feedback I’ve had is customers hear our company name
>>>> pronounced five different ways, even though the DT instructs the proper
>>>> pronunciation.
>>>>
>>>>
>>>>
>>>> But it’s a made-up name so my customer are always confused on
>>>> pronunciation themselves.
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> *From:* Af <af-boun...@afmug.com> *On Behalf Of *ch...@wbmfg.com
>>>> *Sent:* Saturday, March 10, 2018 11:25 AM
>>>> *To:* af@afmug.com
>>>> *Subject:* Re: [AFMUG] Serverplus
>>>>
>>>>
>>>>
>>>> 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

Re: [AFMUG] Serverplus

Sounds like you have too many support calls.  I couldn't possibly hire
someone 40 hours a week at minimum wage and get close to my per call cost
with ServerPlus...


Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

On Sun, Mar 25, 2018 at 4:44 PM, Matt Hoppes <
mattli...@rivervalleyinternet.net> wrote:

> Interesting point. We are at 1,000 subs I and I just did this economic
> model.
>
> I don’t have 24x7 support. But do have 9-9.
>
> With a well running network support calls are near nothing. I took the
> money I was going to pay SP and hired staff. Now I have people who do
> phones and other things.
>
> On Mar 25, 2018, at 06:32, Lewis Bergman <lewis.berg...@gmail.com> wrote:
>
> I would say that if you want local pronunciations of words you should run
> your open tech support.
>
> I don't think most people care. They are normally happy just to have
> someone speak English that they can understand. Until you get about 8000
> subs I doubt you can do it anywhere close to the cost that Lane can.
>
> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:
>
>> https://www.youtube.com/watch?v=GyJXDdlD4jQ
>>
>> "IN-DE GO" :)
>>
>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes <mattlists@
>> rivervalleyinternet.net> wrote:
>>
>>> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version
>>> of the six fingered man.
>>>
>>> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:
>>>
>>> That's how it's pronounced...
>>>
>>> Maybe a regional thing?
>>>
>>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" <mattlists@
>>> rivervalleyinternet.net> wrote:
>>>
>>>> GTC does this too. I don’t know why it’s so hard.
>>>>
>>>> The company I used to work for was “Indigo Wireless”. They always say
>>>> In Dee Go.
>>>>
>>>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net>
>>>> wrote:
>>>>
>>>> They are working well for us, and I have a horrible generic support DT,
>>>> lol!
>>>>
>>>>
>>>>
>>>> I have had zero complaints from my customers so far this year, so I
>>>> think they are doing well.
>>>>
>>>>
>>>>
>>>> The only feedback I’ve had is customers hear our company name
>>>> pronounced five different ways, even though the DT instructs the proper
>>>> pronunciation.
>>>>
>>>>
>>>>
>>>> But it’s a made-up name so my customer are always confused on
>>>> pronunciation themselves.
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> *From:* Af <af-boun...@afmug.com> *On Behalf Of *ch...@wbmfg.com
>>>> *Sent:* Saturday, March 10, 2018 11:25 AM
>>>> *To:* af@afmug.com
>>>> *Subject:* Re: [AFMUG] Serverplus
>>>>
>>>>
>>>>
>>>> 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

Re: [AFMUG] Serverplus

2018-03-26 Thread Cameron Crum

Large corporations I have worked for in the past have always put at least a
1.5x multiplier on employees. Many would do 2. I'm talking big companies
like Flour, Lucent, and Agilent. You can bet they have that stuff down. If
you think a $10/hr guy, for example, is only costing you $400/week, I think
you are in for a surprise.

On Sun, Mar 25, 2018 at 8:59 PM, CBB - Jay Fuller <par...@cyberbroadband.net
> wrote:

>
> I want to have a picnic
>
>
> - Original Message -
> *From:* Matt Hoppes <mattli...@rivervalleyinternet.net>
> *To:* af@afmug.com
> *Sent:* Sunday, March 25, 2018 6:25 PM
> *Subject:* Re: [AFMUG] Serverplus
>
> Eh. You’re putting a price on well being and moral.
>
> Picnics. PTO. Bonus. Profit Sharing.
>
> I do those things because I want my employees to be happy and not have to
> worry so much about living.
>
> It makes them much more profitable at the office.
>
> We give unlimited time off with required two weeks off a year.
>
> Picnics and parties are just part of the moral boosting.
>
> My office workers don’t have a vehicle - there is a shared one that is
> used when someone goes out.
>
> And we cross train. We are too small to silo.
>
> The CEO does billing calls and my billing gals pull ropes at the towers
> and run cable at installs.
>
> I get what you are saying - but to me those things average out across
> employees.
>
> On Mar 25, 2018, at 19:17, Chuck McCown <ch...@wbmfg.com> wrote:
>
> FICA
> FUTA (Fed Unemployment)
> SUTA (State Unemployment)
> Workers' Comp
> G/L Insurance
> Health
> PTO
> Holiday
> Picnics, Parties
> Tool/Gas/Vehicle
> Company Meetings
> Training/Education
> Cell/Mobile/Internet
> Vehicle Fuel/Maint./Insurance
> Miscellaneous
> Profit Share/Pension/401k
> Additional Bonus
>
> If you are honest with the above figures, you come out at a cost that is
> almost always twice the pay rate.
>
> *From:* Matt Hoppes
> *Sent:* Sunday, March 25, 2018 5:03 PM
> *To:* af@afmug.com
> *Subject:* Re: [AFMUG] Serverplus
>
> How do you get that Chuck?
>
> Assuming taxes and all that?
>
> On Mar 25, 2018, at 18:54, Chuck McCown <ch...@wbmfg.com> wrote:
>
> I just re-did my labor burden spreadsheet.  Once again I proved to my self
> that if you pay someone $15/hour it actually costs you $30.
>
> $400/week out of pocket expense means an effective pay rate of $5/hour.
>
> *From:* Mike Hammett
> *Sent:* Sunday, March 25, 2018 4:47 PM
> *To:* af@afmug.com
> *Subject:* Re: [AFMUG] Serverplus
>
> What kind of employee are you getting for $400/week?
>
>
>
> -
> Mike Hammett
> Intelligent Computing Solutions <http://www.ics-il.com/>
> <https://www.facebook.com/ICSIL>
> <https://plus.google.com/+IntelligentComputingSolutionsDeKalb>
> <https://www.linkedin.com/company/intelligent-computing-solutions>
> <https://twitter.com/ICSIL>
> Midwest Internet Exchange <http://www.midwest-ix.com/>
> <https://www.facebook.com/mdwestix>
> <https://www.linkedin.com/company/midwest-internet-exchange>
> <https://twitter.com/mdwestix>
> The Brothers WISP <http://www.thebrotherswisp.com/>
> <https://www.facebook.com/thebrotherswisp>
>
>
> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>
> --
> *From: *"Matt Hoppes" <mattli...@rivervalleyinternet.net>
> *To: *af@afmug.com
> *Sent: *Sunday, March 25, 2018 5:46:00 PM
> *Subject: *Re: [AFMUG] Serverplus
>
> Depending on call volume somewhere on the neighborhood of $250-$400/month.
>
> That pays a weeks wage for an employee who can now also do other things.
>
> On Mar 25, 2018, at 17:50, Steve Jones <thatoneguyst...@gmail.com> wrote:
>
> How much were you planning on paying serverplus?
>
> On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes <mattlists@
> rivervalleyinternet.net> wrote:
>
>> Interesting point. We are at 1,000 subs I and I just did this economic
>> model.
>>
>> I don’t have 24x7 support. But do have 9-9.
>>
>> With a well running network support calls are near nothing. I took the
>> money I was going to pay SP and hired staff. Now I have people who do
>> phones and other things.
>>
>> On Mar 25, 2018, at 06:32, Lewis Bergman <lewis.berg...@gmail.com> wrote:
>>
>> I would say that if you want local pronunciations of words you should run
>> your open tech support.
>>
>> I don't think most people care. They are normally happy just to have
>> someone speak English that they can understand. Until you get about 8000
>> subs I doubt you can do it any

Re: [AFMUG] Serverplus

2018-03-25 Thread CBB - Jay Fuller

We have a full time and a part time.  The part time appreciates the flexibility.
It works most of the time.  It can be a pain when we do have high call volume - 
but we usually
encourage the part time to be more available during higher call volume times

  - Original Message - 
  From: Matt Hoppes 
  To: af@afmug.com 
  Sent: Sunday, March 25, 2018 5:46 PM
  Subject: Re: [AFMUG] Serverplus

  Depending on call volume somewhere on the neighborhood of $250-$400/month. 

  That pays a weeks wage for an employee who can now also do other things. 

  On Mar 25, 2018, at 17:50, Steve Jones <thatoneguyst...@gmail.com> wrote:

How much were you planning on paying serverplus?

On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes 
<mattli...@rivervalleyinternet.net> wrote:

  Interesting point. We are at 1,000 subs I and I just did this economic 
model. 

  I don’t have 24x7 support. But do have 9-9. 

  With a well running network support calls are near nothing. I took the 
money I was going to pay SP and hired staff. Now I have people who do phones 
and other things. 

  On Mar 25, 2018, at 06:32, Lewis Bergman <lewis.berg...@gmail.com> wrote:

I would say that if you want local pronunciations of words you should 
run your open tech support.

I don't think most people care. They are normally happy just to have 
someone speak English that they can understand. Until you get about 8000 subs I 
doubt you can do it anywhere close to the cost that Lane can.

On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> 
wrote:

  https://www.youtube.com/watch?v=GyJXDdlD4jQ

  "IN-DE GO" :)

  On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes 
<mattli...@rivervalleyinternet.net> wrote:

It’s In Di Go. Like the color. Not In Dee Go. Like a butchered 
version of the six fingered man. 

On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> 
wrote:

  That's how it's pronounced...

  Maybe a regional thing?

  On Mar 11, 2018 2:02 PM, "Matt Hoppes" 
<mattli...@rivervalleyinternet.net> wrote:

GTC does this too. I don’t know why it’s so hard. 

The company I used to work for was “Indigo Wireless”. They 
always say In Dee Go. 

On Mar 11, 2018, at 14:50, Sterling Jacobson 
<sterl...@avative.net> wrote:

  They are working well for us, and I have a horrible generic 
support DT, lol!

  I have had zero complaints from my customers so far this 
year, so I think they are doing well.

  The only feedback I’ve had is customers hear our company name 
pronounced five different ways, even though the DT instructs the proper 
pronunciation.

  But it’s a made-up name so my customer are always confused on 
pronunciation themselves.

  From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com
  Sent: Saturday, March 10, 2018 11:25 AM
  To: af@afmug.com
  Subject: Re: [AFMUG] Serverplus

  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

Re: [AFMUG] Serverplus

2018-03-25 Thread CBB - Jay Fuller

I agree with this statement.  We've seen both (well running and NOT well 
running)
3/25/2018 @ 8:42 pm :)

  - Original Message - 
  From: Matt Hoppes 
  To: af@afmug.com 
  Sent: Sunday, March 25, 2018 3:44 PM
  Subject: Re: [AFMUG] Serverplus

  Interesting point. We are at 1,000 subs I and I just did this economic model. 

  I don’t have 24x7 support. But do have 9-9. 

  With a well running network support calls are near nothing. I took the money 
I was going to pay SP and hired staff. Now I have people who do phones and 
other things. 

  On Mar 25, 2018, at 06:32, Lewis Bergman <lewis.berg...@gmail.com> wrote:

I would say that if you want local pronunciations of words you should run 
your open tech support.

I don't think most people care. They are normally happy just to have 
someone speak English that they can understand. Until you get about 8000 subs I 
doubt you can do it anywhere close to the cost that Lane can.

On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:

  https://www.youtube.com/watch?v=GyJXDdlD4jQ

  "IN-DE GO" :)

  On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes 
<mattli...@rivervalleyinternet.net> wrote:

It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version 
of the six fingered man. 

On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:

  That's how it's pronounced...

  Maybe a regional thing?

  On Mar 11, 2018 2:02 PM, "Matt Hoppes" 
<mattli...@rivervalleyinternet.net> wrote:

GTC does this too. I don’t know why it’s so hard. 

The company I used to work for was “Indigo Wireless”. They always 
say In Dee Go. 

On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> 
wrote:

  They are working well for us, and I have a horrible generic 
support DT, lol!

  I have had zero complaints from my customers so far this year, so 
I think they are doing well.

  The only feedback I’ve had is customers hear our company name 
pronounced five different ways, even though the DT instructs the proper 
pronunciation.

  But it’s a made-up name so my customer are always confused on 
pronunciation themselves.

  From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com
  Sent: Saturday, March 10, 2018 11:25 AM
      To: af@afmug.com
  Subject: Re: [AFMUG] Serverplus

  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

Re: [AFMUG] Serverplus

I mean. Yes. And in that case it’s much cheaper to go SP. 

But the way I looked at it. I pulled outsourced sales in that was costing me 
about $250-$400/month. Didn’t do SP. 

So now I have about $800/month to work with. 

I hired someone who does all that and is a another set of hands on the field 
and the office. 

> On Mar 25, 2018, at 19:35, Chuck McCown <ch...@wbmfg.com> wrote:
> 
> If you look at it as if you are billing an outside customer for billable 
> hours, all that stuff is a true expense that comes out of your pocket. So you 
> really should look at it from that perspective to ensure you are being 
> realistic with yourself when analyzing profitability.
> 
> Sent from my iPhone
> 
>> On Mar 25, 2018, at 5:25 PM, Matt Hoppes <mattli...@rivervalleyinternet.net> 
>> wrote:
>> 
>> Eh. You’re putting a price on well being and moral. 
>> 
>> Picnics. PTO. Bonus. Profit Sharing. 
>> 
>> I do those things because I want my employees to be happy and not have to 
>> worry so much about living. 
>> 
>> It makes them much more profitable at the office. 
>> 
>> We give unlimited time off with required two weeks off a year. 
>> 
>> Picnics and parties are just part of the moral boosting. 
>> 
>> My office workers don’t have a vehicle - there is a shared one that is used 
>> when someone goes out. 
>> 
>> And we cross train. We are too small to silo. 
>> 
>> The CEO does billing calls and my billing gals pull ropes at the towers and 
>> run cable at installs. 
>> 
>> I get what you are saying - but to me those things average out across 
>> employees. 
>> 
>>> On Mar 25, 2018, at 19:17, Chuck McCown <ch...@wbmfg.com> wrote:
>>> 
>>> 
>>> FICA
>>> FUTA (Fed Unemployment)
>>> SUTA (State Unemployment)
>>> Workers' Comp
>>> G/L Insurance
>>> Health
>>> PTO
>>> Holiday
>>> Picnics, Parties
>>> Tool/Gas/Vehicle
>>> Company Meetings
>>> Training/Education
>>> Cell/Mobile/Internet
>>> Vehicle Fuel/Maint./Insurance
>>> Miscellaneous
>>> Profit Share/Pension/401k
>>> Additional Bonus
>>>  
>>> If you are honest with the above figures, you come out at a cost that is 
>>> almost always twice the pay rate. 
>>>  
>>> From: Matt Hoppes
>>> Sent: Sunday, March 25, 2018 5:03 PM
>>> To: af@afmug.com
>>> Subject: Re: [AFMUG] Serverplus
>>>  
>>> How do you get that Chuck?
>>>  
>>> Assuming taxes and all that?
>>> 
>>>> On Mar 25, 2018, at 18:54, Chuck McCown <ch...@wbmfg.com> wrote:
>>>> 
>>>> I just re-did my labor burden spreadsheet.  Once again I proved to my self 
>>>> that if you pay someone $15/hour it actually costs you $30.
>>>>  
>>>> $400/week out of pocket expense means an effective pay rate of $5/hour. 
>>>>  
>>>> From: Mike Hammett
>>>> Sent: Sunday, March 25, 2018 4:47 PM
>>>> To: af@afmug.com
>>>> Subject: Re: [AFMUG] Serverplus
>>>>  
>>>> What kind of employee are you getting for $400/week?
>>>> 
>>>> 
>>>> 
>>>> -
>>>> Mike Hammett
>>>> Intelligent Computing Solutions
>>>> 
>>>> Midwest Internet Exchange
>>>> 
>>>> The Brothers WISP
>>>> 
>>>> 
>>>> 
>>>> 
>>>> From: "Matt Hoppes" <mattli...@rivervalleyinternet.net>
>>>> To: af@afmug.com
>>>> Sent: Sunday, March 25, 2018 5:46:00 PM
>>>> Subject: Re: [AFMUG] Serverplus
>>>> 
>>>> Depending on call volume somewhere on the neighborhood of $250-$400/month.
>>>>  
>>>> That pays a weeks wage for an employee who can now also do other things.
>>>> 
>>>> On Mar 25, 2018, at 17:50, Steve Jones <thatoneguyst...@gmail.com> wrote:
>>>> 
>>>> How much were you planning on paying serverplus?
>>>>  
>>>>> On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes 
>>>>> <mattli...@rivervalleyinternet.net> wrote:
>>>>> Interesting point. We are at 1,000 subs I and I just did this economic 
>>>>> model.
>>>>>  
>>>>> I don’t have 24x7 support. But do have 9-9.
>>>>>  
>>>>> With a well running network support calls are near nothing. I took the 
>>>>>

Re: [AFMUG] Serverplus

2018-03-25 Thread Chuck McCown

If you look at it as if you are billing an outside customer for billable hours, 
all that stuff is a true expense that comes out of your pocket. So you really 
should look at it from that perspective to ensure you are being realistic with 
yourself when analyzing profitability.

Sent from my iPhone

> On Mar 25, 2018, at 5:25 PM, Matt Hoppes <mattli...@rivervalleyinternet.net> 
> wrote:
> 
> Eh. You’re putting a price on well being and moral. 
> 
> Picnics. PTO. Bonus. Profit Sharing. 
> 
> I do those things because I want my employees to be happy and not have to 
> worry so much about living. 
> 
> It makes them much more profitable at the office. 
> 
> We give unlimited time off with required two weeks off a year. 
> 
> Picnics and parties are just part of the moral boosting. 
> 
> My office workers don’t have a vehicle - there is a shared one that is used 
> when someone goes out. 
> 
> And we cross train. We are too small to silo. 
> 
> The CEO does billing calls and my billing gals pull ropes at the towers and 
> run cable at installs. 
> 
> I get what you are saying - but to me those things average out across 
> employees. 
> 
>> On Mar 25, 2018, at 19:17, Chuck McCown <ch...@wbmfg.com> wrote:
>> 
>> 
>> FICA
>> FUTA (Fed Unemployment)
>> SUTA (State Unemployment)
>> Workers' Comp
>> G/L Insurance
>> Health
>> PTO
>> Holiday
>> Picnics, Parties
>> Tool/Gas/Vehicle
>> Company Meetings
>> Training/Education
>> Cell/Mobile/Internet
>> Vehicle Fuel/Maint./Insurance
>> Miscellaneous
>> Profit Share/Pension/401k
>> Additional Bonus
>>  
>> If you are honest with the above figures, you come out at a cost that is 
>> almost always twice the pay rate. 
>>  
>> From: Matt Hoppes
>> Sent: Sunday, March 25, 2018 5:03 PM
>> To: af@afmug.com
>> Subject: Re: [AFMUG] Serverplus
>>  
>> How do you get that Chuck?
>>  
>> Assuming taxes and all that?
>> 
>>> On Mar 25, 2018, at 18:54, Chuck McCown <ch...@wbmfg.com> wrote:
>>> 
>>> I just re-did my labor burden spreadsheet.  Once again I proved to my self 
>>> that if you pay someone $15/hour it actually costs you $30.
>>>  
>>> $400/week out of pocket expense means an effective pay rate of $5/hour. 
>>>  
>>> From: Mike Hammett
>>> Sent: Sunday, March 25, 2018 4:47 PM
>>> To: af@afmug.com
>>> Subject: Re: [AFMUG] Serverplus
>>>  
>>> What kind of employee are you getting for $400/week?
>>> 
>>> 
>>> 
>>> -
>>> Mike Hammett
>>> Intelligent Computing Solutions
>>> 
>>> Midwest Internet Exchange
>>> 
>>> The Brothers WISP
>>> 
>>> 
>>> 
>>> 
>>> From: "Matt Hoppes" <mattli...@rivervalleyinternet.net>
>>> To: af@afmug.com
>>> Sent: Sunday, March 25, 2018 5:46:00 PM
>>> Subject: Re: [AFMUG] Serverplus
>>> 
>>> Depending on call volume somewhere on the neighborhood of $250-$400/month.
>>>  
>>> That pays a weeks wage for an employee who can now also do other things.
>>> 
>>> On Mar 25, 2018, at 17:50, Steve Jones <thatoneguyst...@gmail.com> wrote:
>>> 
>>> How much were you planning on paying serverplus?
>>>  
>>>> On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes 
>>>> <mattli...@rivervalleyinternet.net> wrote:
>>>> Interesting point. We are at 1,000 subs I and I just did this economic 
>>>> model.
>>>>  
>>>> I don’t have 24x7 support. But do have 9-9.
>>>>  
>>>> With a well running network support calls are near nothing. I took the 
>>>> money I was going to pay SP and hired staff. Now I have people who do 
>>>> phones and other things.
>>>> 
>>>> On Mar 25, 2018, at 06:32, Lewis Bergman <lewis.berg...@gmail.com> wrote:
>>>> 
>>>> I would say that if you want local pronunciations of words you should run 
>>>> your open tech support.
>>>>  
>>>> I don't think most people care. They are normally happy just to have 
>>>> someone speak English that they can understand. Until you get about 8000 
>>>> subs I doubt you can do it anywhere close to the cost that Lane can.
>>>> 
>>>>> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:
>>>>> https://www.youtube.com/watch?v=GyJXDdlD4jQ
>>>>> 
>

Re: [AFMUG] Serverplus

Eh. You’re putting a price on well being and moral. 

Picnics. PTO. Bonus. Profit Sharing. 

I do those things because I want my employees to be happy and not have to worry 
so much about living. 

It makes them much more profitable at the office. 

We give unlimited time off with required two weeks off a year. 

Picnics and parties are just part of the moral boosting. 

My office workers don’t have a vehicle - there is a shared one that is used 
when someone goes out. 

And we cross train. We are too small to silo. 

The CEO does billing calls and my billing gals pull ropes at the towers and run 
cable at installs. 

I get what you are saying - but to me those things average out across 
employees. 

> On Mar 25, 2018, at 19:17, Chuck McCown <ch...@wbmfg.com> wrote:
> 
> 
> FICA
> FUTA (Fed Unemployment)
> SUTA (State Unemployment)
> Workers' Comp
> G/L Insurance
> Health
> PTO
> Holiday
> Picnics, Parties
> Tool/Gas/Vehicle
> Company Meetings
> Training/Education
> Cell/Mobile/Internet
> Vehicle Fuel/Maint./Insurance
> Miscellaneous
> Profit Share/Pension/401k
> Additional Bonus
>  
> If you are honest with the above figures, you come out at a cost that is 
> almost always twice the pay rate. 
>  
> From: Matt Hoppes
> Sent: Sunday, March 25, 2018 5:03 PM
> To: af@afmug.com
> Subject: Re: [AFMUG] Serverplus
>  
> How do you get that Chuck?
>  
> Assuming taxes and all that?
> 
>> On Mar 25, 2018, at 18:54, Chuck McCown <ch...@wbmfg.com> wrote:
>> 
>> I just re-did my labor burden spreadsheet.  Once again I proved to my self 
>> that if you pay someone $15/hour it actually costs you $30.
>>  
>> $400/week out of pocket expense means an effective pay rate of $5/hour. 
>>  
>> From: Mike Hammett
>> Sent: Sunday, March 25, 2018 4:47 PM
>> To: af@afmug.com
>> Subject: Re: [AFMUG] Serverplus
>>  
>> What kind of employee are you getting for $400/week?
>> 
>> 
>> 
>> -
>> Mike Hammett
>> Intelligent Computing Solutions
>> 
>> Midwest Internet Exchange
>> 
>> The Brothers WISP
>> 
>> 
>> 
>> 
>> From: "Matt Hoppes" <mattli...@rivervalleyinternet.net>
>> To: af@afmug.com
>> Sent: Sunday, March 25, 2018 5:46:00 PM
>> Subject: Re: [AFMUG] Serverplus
>> 
>> Depending on call volume somewhere on the neighborhood of $250-$400/month.
>>  
>> That pays a weeks wage for an employee who can now also do other things.
>> 
>> On Mar 25, 2018, at 17:50, Steve Jones <thatoneguyst...@gmail.com> wrote:
>> 
>> How much were you planning on paying serverplus?
>>  
>>> On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes 
>>> <mattli...@rivervalleyinternet.net> wrote:
>>> Interesting point. We are at 1,000 subs I and I just did this economic 
>>> model.
>>>  
>>> I don’t have 24x7 support. But do have 9-9.
>>>  
>>> With a well running network support calls are near nothing. I took the 
>>> money I was going to pay SP and hired staff. Now I have people who do 
>>> phones and other things.
>>> 
>>> On Mar 25, 2018, at 06:32, Lewis Bergman <lewis.berg...@gmail.com> wrote:
>>> 
>>> I would say that if you want local pronunciations of words you should run 
>>> your open tech support.
>>>  
>>> I don't think most people care. They are normally happy just to have 
>>> someone speak English that they can understand. Until you get about 8000 
>>> subs I doubt you can do it anywhere close to the cost that Lane can.
>>> 
>>>> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:
>>>> https://www.youtube.com/watch?v=GyJXDdlD4jQ
>>>> 
>>>> "IN-DE GO" :)
>>>>  
>>>>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes 
>>>>> <mattli...@rivervalleyinternet.net> wrote:
>>>>> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of 
>>>>> the six fingered man.
>>>>> 
>>>>> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:
>>>>> 
>>>>> That's how it's pronounced...
>>>>>  
>>>>> Maybe a regional thing?
>>>>>  
>>>>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" 
>>>>> <mattli...@rivervalleyinternet.net> wrote:
>>>>>> GTC does this too. I don’t know why it’s so hard.
>>>>>>  
>>>>>> The company I used to work f

Re: [AFMUG] Serverplus

How do you get that Chuck?

Assuming taxes and all that?

> On Mar 25, 2018, at 18:54, Chuck McCown <ch...@wbmfg.com> wrote:
> 
> I just re-did my labor burden spreadsheet.  Once again I proved to my self 
> that if you pay someone $15/hour it actually costs you $30.
>  
> $400/week out of pocket expense means an effective pay rate of $5/hour. 
>  
> From: Mike Hammett
> Sent: Sunday, March 25, 2018 4:47 PM
> To: af@afmug.com
> Subject: Re: [AFMUG] Serverplus
>  
> What kind of employee are you getting for $400/week?
> 
> 
> 
> -
> Mike Hammett
> Intelligent Computing Solutions
> 
> Midwest Internet Exchange
> 
> The Brothers WISP
> 
> 
> 
> 
> From: "Matt Hoppes" <mattli...@rivervalleyinternet.net>
> To: af@afmug.com
> Sent: Sunday, March 25, 2018 5:46:00 PM
> Subject: Re: [AFMUG] Serverplus
> 
> Depending on call volume somewhere on the neighborhood of $250-$400/month.
>  
> That pays a weeks wage for an employee who can now also do other things.
> 
> On Mar 25, 2018, at 17:50, Steve Jones <thatoneguyst...@gmail.com> wrote:
> 
> How much were you planning on paying serverplus?
>  
>> On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes 
>> <mattli...@rivervalleyinternet.net> wrote:
>> Interesting point. We are at 1,000 subs I and I just did this economic model.
>>  
>> I don’t have 24x7 support. But do have 9-9.
>>  
>> With a well running network support calls are near nothing. I took the money 
>> I was going to pay SP and hired staff. Now I have people who do phones and 
>> other things.
>> 
>> On Mar 25, 2018, at 06:32, Lewis Bergman <lewis.berg...@gmail.com> wrote:
>> 
>> I would say that if you want local pronunciations of words you should run 
>> your open tech support.
>>  
>> I don't think most people care. They are normally happy just to have someone 
>> speak English that they can understand. Until you get about 8000 subs I 
>> doubt you can do it anywhere close to the cost that Lane can.
>> 
>>> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:
>>> https://www.youtube.com/watch?v=GyJXDdlD4jQ
>>> 
>>> "IN-DE GO" :)
>>>  
>>>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes 
>>>> <mattli...@rivervalleyinternet.net> wrote:
>>>> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of 
>>>> the six fingered man.
>>>> 
>>>> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:
>>>> 
>>>> That's how it's pronounced...
>>>>  
>>>> Maybe a regional thing?
>>>>  
>>>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" <mattli...@rivervalleyinternet.net> 
>>>> wrote:
>>>>> GTC does this too. I don’t know why it’s so hard.
>>>>>  
>>>>> The company I used to work for was “Indigo Wireless”. They always say In 
>>>>> Dee Go.
>>>>> 
>>>>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> wrote:
>>>>> 
>>>>> They are working well for us, and I have a horrible generic support DT, 
>>>>> lol!
>>>>> 
>>>>>  
>>>>> 
>>>>> I have had zero complaints from my customers so far this year, so I think 
>>>>> they are doing well.
>>>>> 
>>>>>  
>>>>> 
>>>>> The only feedback I’ve had is customers hear our company name pronounced 
>>>>> five different ways, even though the DT instructs the proper 
>>>>> pronunciation.
>>>>> 
>>>>>  
>>>>> 
>>>>> But it’s a made-up name so my customer are always confused on 
>>>>> pronunciation themselves.
>>>>> 
>>>>>  
>>>>> 
>>>>>  
>>>>> 
>>>>> From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com
>>>>> Sent: Saturday, March 10, 2018 11:25 AM
>>>>> To: af@afmug.com
>>>>> Subject: Re: [AFMUG] Serverplus
>>>>> 
>>>>>  
>>>>> 
>>>>> 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
>>>>&g

Re: [AFMUG] Serverplus

That’s like 11.50/hour. 

> On Mar 25, 2018, at 18:47, Mike Hammett <af...@ics-il.net> wrote:
> 
> What kind of employee are you getting for $400/week?
> 
> 
> 
> -
> Mike Hammett
> Intelligent Computing Solutions
> 
> Midwest Internet Exchange
> 
> The Brothers WISP
> 
> 
> 
> 
> From: "Matt Hoppes" <mattli...@rivervalleyinternet.net>
> To: af@afmug.com
> Sent: Sunday, March 25, 2018 5:46:00 PM
> Subject: Re: [AFMUG] Serverplus
> 
> Depending on call volume somewhere on the neighborhood of $250-$400/month. 
> 
> That pays a weeks wage for an employee who can now also do other things. 
> 
> On Mar 25, 2018, at 17:50, Steve Jones <thatoneguyst...@gmail.com> wrote:
> 
> How much were you planning on paying serverplus?
> 
>> On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes 
>> <mattli...@rivervalleyinternet.net> wrote:
>> Interesting point. We are at 1,000 subs I and I just did this economic 
>> model. 
>> 
>> I don’t have 24x7 support. But do have 9-9. 
>> 
>> With a well running network support calls are near nothing. I took the money 
>> I was going to pay SP and hired staff. Now I have people who do phones and 
>> other things. 
>> 
>> On Mar 25, 2018, at 06:32, Lewis Bergman <lewis.berg...@gmail.com> wrote:
>> 
>> I would say that if you want local pronunciations of words you should run 
>> your open tech support.
>> 
>> I don't think most people care. They are normally happy just to have someone 
>> speak English that they can understand. Until you get about 8000 subs I 
>> doubt you can do it anywhere close to the cost that Lane can.
>> 
>>> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:
>>> https://www.youtube.com/watch?v=GyJXDdlD4jQ
>>> 
>>> "IN-DE GO" :)
>>> 
>>>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes 
>>>> <mattli...@rivervalleyinternet.net> wrote:
>>>> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of 
>>>> the six fingered man. 
>>>> 
>>>> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:
>>>> 
>>>> That's how it's pronounced...
>>>> 
>>>> Maybe a regional thing?
>>>> 
>>>>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" 
>>>>> <mattli...@rivervalleyinternet.net> wrote:
>>>> 
>>>>> GTC does this too. I don’t know why it’s so hard. 
>>>>> 
>>>>> The company I used to work for was “Indigo Wireless”. They always say In 
>>>>> Dee Go. 
>>>>> 
>>>>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> wrote:
>>>>> 
>>>>> They are working well for us, and I have a horrible generic support DT, 
>>>>> lol!
>>>>> 
>>>>>  
>>>>> 
>>>>> I have had zero complaints from my customers so far this year, so I think 
>>>>> they are doing well.
>>>>> 
>>>>>  
>>>>> 
>>>>> The only feedback I’ve had is customers hear our company name pronounced 
>>>>> five different ways, even though the DT instructs the proper 
>>>>> pronunciation.
>>>>> 
>>>>>  
>>>>> 
>>>>> But it’s a made-up name so my customer are always confused on 
>>>>> pronunciation themselves.
>>>>> 
>>>>>  
>>>>> 
>>>>>  
>>>>> 
>>>>> From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com
>>>>> Sent: Saturday, March 10, 2018 11:25 AM
>>>>> To: af@afmug.com
>>>>> Subject: Re: [AFMUG] Serverplus
>>>>> 
>>>>>  
>>>>> 
>>>>> 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 
>&

Re: [AFMUG] Serverplus

One who will also organize the warehouse, answer sales and billing calls, and 
come out to Tower sites to help with builds. 

> On Mar 25, 2018, at 18:47, Mike Hammett <af...@ics-il.net> wrote:
> 
> What kind of employee are you getting for $400/week?
> 
> 
> 
> -
> Mike Hammett
> Intelligent Computing Solutions
> 
> Midwest Internet Exchange
> 
> The Brothers WISP
> 
> 
> 
> 
> From: "Matt Hoppes" <mattli...@rivervalleyinternet.net>
> To: af@afmug.com
> Sent: Sunday, March 25, 2018 5:46:00 PM
> Subject: Re: [AFMUG] Serverplus
> 
> Depending on call volume somewhere on the neighborhood of $250-$400/month. 
> 
> That pays a weeks wage for an employee who can now also do other things. 
> 
> On Mar 25, 2018, at 17:50, Steve Jones <thatoneguyst...@gmail.com> wrote:
> 
> How much were you planning on paying serverplus?
> 
>> On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes 
>> <mattli...@rivervalleyinternet.net> wrote:
>> Interesting point. We are at 1,000 subs I and I just did this economic 
>> model. 
>> 
>> I don’t have 24x7 support. But do have 9-9. 
>> 
>> With a well running network support calls are near nothing. I took the money 
>> I was going to pay SP and hired staff. Now I have people who do phones and 
>> other things. 
>> 
>> On Mar 25, 2018, at 06:32, Lewis Bergman <lewis.berg...@gmail.com> wrote:
>> 
>> I would say that if you want local pronunciations of words you should run 
>> your open tech support.
>> 
>> I don't think most people care. They are normally happy just to have someone 
>> speak English that they can understand. Until you get about 8000 subs I 
>> doubt you can do it anywhere close to the cost that Lane can.
>> 
>>> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:
>>> https://www.youtube.com/watch?v=GyJXDdlD4jQ
>>> 
>>> "IN-DE GO" :)
>>> 
>>>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes 
>>>> <mattli...@rivervalleyinternet.net> wrote:
>>>> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of 
>>>> the six fingered man. 
>>>> 
>>>> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:
>>>> 
>>>> That's how it's pronounced...
>>>> 
>>>> Maybe a regional thing?
>>>> 
>>>>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" 
>>>>> <mattli...@rivervalleyinternet.net> wrote:
>>>> 
>>>>> GTC does this too. I don’t know why it’s so hard. 
>>>>> 
>>>>> The company I used to work for was “Indigo Wireless”. They always say In 
>>>>> Dee Go. 
>>>>> 
>>>>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> wrote:
>>>>> 
>>>>> They are working well for us, and I have a horrible generic support DT, 
>>>>> lol!
>>>>> 
>>>>>  
>>>>> 
>>>>> I have had zero complaints from my customers so far this year, so I think 
>>>>> they are doing well.
>>>>> 
>>>>>  
>>>>> 
>>>>> The only feedback I’ve had is customers hear our company name pronounced 
>>>>> five different ways, even though the DT instructs the proper 
>>>>> pronunciation.
>>>>> 
>>>>>  
>>>>> 
>>>>> But it’s a made-up name so my customer are always confused on 
>>>>> pronunciation themselves.
>>>>> 
>>>>>  
>>>>> 
>>>>>  
>>>>> 
>>>>> From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com
>>>>> Sent: Saturday, March 10, 2018 11:25 AM
>>>>> To: af@afmug.com
>>>>> Subject: Re: [AFMUG] Serverplus
>>>>> 
>>>>>  
>>>>> 
>>>>> 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
>>>>> 
>>>>>  
>>&

Re: [AFMUG] Serverplus

2018-03-25 Thread Chuck McCown

I just re-did my labor burden spreadsheet.  Once again I proved to my self that 
if you pay someone $15/hour it actually costs you $30.

$400/week out of pocket expense means an effective pay rate of $5/hour.  

From: Mike Hammett 
Sent: Sunday, March 25, 2018 4:47 PM
To: af@afmug.com 
Subject: Re: [AFMUG] Serverplus

What kind of employee are you getting for $400/week?

-
Mike Hammett
Intelligent Computing Solutions

Midwest Internet Exchange

The Brothers WISP

From: "Matt Hoppes" <mattli...@rivervalleyinternet.net>
To: af@afmug.com
Sent: Sunday, March 25, 2018 5:46:00 PM
Subject: Re: [AFMUG] Serverplus

Depending on call volume somewhere on the neighborhood of $250-$400/month. 

That pays a weeks wage for an employee who can now also do other things. 

On Mar 25, 2018, at 17:50, Steve Jones <thatoneguyst...@gmail.com> wrote:

  How much were you planning on paying serverplus?

  On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes <mattli...@rivervalleyinternet.net> 
wrote:

Interesting point. We are at 1,000 subs I and I just did this economic 
model. 

I don’t have 24x7 support. But do have 9-9. 

With a well running network support calls are near nothing. I took the 
money I was going to pay SP and hired staff. Now I have people who do phones 
and other things. 

On Mar 25, 2018, at 06:32, Lewis Bergman <lewis.berg...@gmail.com> wrote:

  I would say that if you want local pronunciations of words you should run 
your open tech support. 

  I don't think most people care. They are normally happy just to have 
someone speak English that they can understand. Until you get about 8000 subs I 
doubt you can do it anywhere close to the cost that Lane can.

  On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:

https://www.youtube.com/watch?v=GyJXDdlD4jQ

"IN-DE GO" :)

On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes 
<mattli...@rivervalleyinternet.net> wrote:

  It’s In Di Go. Like the color. Not In Dee Go. Like a butchered 
version of the six fingered man. 

  On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:

That's how it's pronounced... 

Maybe a regional thing?

On Mar 11, 2018 2:02 PM, "Matt Hoppes" 
<mattli...@rivervalleyinternet.net> wrote:

  GTC does this too. I don’t know why it’s so hard. 

  The company I used to work for was “Indigo Wireless”. They always 
say In Dee Go. 

  On Mar 11, 2018, at 14:50, Sterling Jacobson 
<sterl...@avative.net> wrote:

They are working well for us, and I have a horrible generic 
support DT, lol!

I have had zero complaints from my customers so far this year, 
so I think they are doing well.

The only feedback I’ve had is customers hear our company name 
pronounced five different ways, even though the DT instructs the proper 
pronunciation.

But it’s a made-up name so my customer are always confused on 
pronunciation themselves.

From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com
Sent: Saturday, March 10, 2018 11:25 AM
To: af@afmug.com
Subject: Re: [AFMUG] Serverplus

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

Re: [AFMUG] Serverplus

2018-03-25 Thread Mike Hammett

What kind of employee are you getting for $400/week? 




- 
Mike Hammett 
Intelligent Computing Solutions 

Midwest Internet Exchange 

The Brothers WISP 




- Original Message -

From: "Matt Hoppes" <mattli...@rivervalleyinternet.net> 
To: af@afmug.com 
Sent: Sunday, March 25, 2018 5:46:00 PM 
Subject: Re: [AFMUG] Serverplus 



Depending on call volume somewhere on the neighborhood of $250-$400/month. 


That pays a weeks wage for an employee who can now also do other things. 

On Mar 25, 2018, at 17:50, Steve Jones < thatoneguyst...@gmail.com > wrote: 





How much were you planning on paying serverplus? 


On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes < mattli...@rivervalleyinternet.net > 
wrote: 





Interesting point. We are at 1,000 subs I and I just did this economic model. 


I don’t have 24x7 support. But do have 9-9. 


With a well running network support calls are near nothing. I took the money I 
was going to pay SP and hired staff. Now I have people who do phones and other 
things. 

On Mar 25, 2018, at 06:32, Lewis Bergman < lewis.berg...@gmail.com > wrote: 




I would say that if you want local pronunciations of words you should run your 
open tech support. 


I don't think most people care. They are normally happy just to have someone 
speak English that they can understand. Until you get about 8000 subs I doubt 
you can do it anywhere close to the cost that Lane can. 



On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds < j...@kyneticwifi.com > wrote: 




https://www.youtube.com/watch?v=GyJXDdlD4jQ 


"IN-DE GO" :) 



On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes < 
mattli...@rivervalleyinternet.net > wrote: 





It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of the 
six fingered man. 

On Mar 14, 2018, at 04:27, Josh Reynolds < j...@kyneticwifi.com > wrote: 





That's how it's pronounced... 


Maybe a regional thing? 


On Mar 11, 2018 2:02 PM, "Matt Hoppes" < mattli...@rivervalleyinternet.net > 
wrote: 







GTC does this too. I don’t know why it’s so hard. 


The company I used to work for was “Indigo Wireless”. They always say In Dee 
Go. 

On Mar 11, 2018, at 14:50, Sterling Jacobson < sterl...@avative.net > wrote: 






They are working well for us, and I have a horrible generic support DT, lol! 

I have had zero complaints from my customers so far this year, so I think they 
are doing well. 

The only feedback I’ve had is customers hear our company name pronounced five 
different ways, even though the DT instructs the proper pronunciation. 

But it’s a made-up name so my customer are always confused on pronunciation 
themselves. 




From: Af < af-boun...@afmug.com > On Behalf Of ch...@wbmfg.com 
Sent: Saturday, March 10, 2018 11:25 AM 
To: af@afmug.com 
Subject: Re: [AFMUG] Serverplus 




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

Re: [AFMUG] Serverplus

Depending on call volume somewhere on the neighborhood of $250-$400/month. 

That pays a weeks wage for an employee who can now also do other things. 

> On Mar 25, 2018, at 17:50, Steve Jones <thatoneguyst...@gmail.com> wrote:
> 
> How much were you planning on paying serverplus?
> 
>> On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes 
>> <mattli...@rivervalleyinternet.net> wrote:
>> Interesting point. We are at 1,000 subs I and I just did this economic 
>> model. 
>> 
>> I don’t have 24x7 support. But do have 9-9. 
>> 
>> With a well running network support calls are near nothing. I took the money 
>> I was going to pay SP and hired staff. Now I have people who do phones and 
>> other things. 
>> 
>>> On Mar 25, 2018, at 06:32, Lewis Bergman <lewis.berg...@gmail.com> wrote:
>>> 
>>> I would say that if you want local pronunciations of words you should run 
>>> your open tech support.
>>> 
>>> I don't think most people care. They are normally happy just to have 
>>> someone speak English that they can understand. Until you get about 8000 
>>> subs I doubt you can do it anywhere close to the cost that Lane can.
>>> 
>>>> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:
>>>> https://www.youtube.com/watch?v=GyJXDdlD4jQ
>>>> 
>>>> "IN-DE GO" :)
>>>> 
>>>>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes 
>>>>> <mattli...@rivervalleyinternet.net> wrote:
>>>>> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of 
>>>>> the six fingered man. 
>>>>> 
>>>>>> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:
>>>>>> 
>>>>>> That's how it's pronounced...
>>>>>> 
>>>>>> Maybe a regional thing?
>>>>>> 
>>>>>>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" 
>>>>>>> <mattli...@rivervalleyinternet.net> wrote:
>>>>>> 
>>>>>>> GTC does this too. I don’t know why it’s so hard. 
>>>>>>> 
>>>>>>> The company I used to work for was “Indigo Wireless”. They always say 
>>>>>>> In Dee Go. 
>>>>>>> 
>>>>>>>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> 
>>>>>>>> wrote:
>>>>>>>> 
>>>>>>>> They are working well for us, and I have a horrible generic support 
>>>>>>>> DT, lol!
>>>>>>>> 
>>>>>>>>  
>>>>>>>> 
>>>>>>>> I have had zero complaints from my customers so far this year, so I 
>>>>>>>> think they are doing well.
>>>>>>>> 
>>>>>>>>  
>>>>>>>> 
>>>>>>>> The only feedback I’ve had is customers hear our company name 
>>>>>>>> pronounced five different ways, even though the DT instructs the 
>>>>>>>> proper pronunciation.
>>>>>>>> 
>>>>>>>>  
>>>>>>>> 
>>>>>>>> But it’s a made-up name so my customer are always confused on 
>>>>>>>> pronunciation themselves.
>>>>>>>> 
>>>>>>>>  
>>>>>>>> 
>>>>>>>>  
>>>>>>>> 
>>>>>>>> From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com
>>>>>>>> Sent: Saturday, March 10, 2018 11:25 AM
>>>>>>>> To: af@afmug.com
>>>>>>>> Subject: Re: [AFMUG] Serverplus
>>>>>>>> 
>>>>>>>>  
>>>>>>>> 
>>>>>>>> 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
>>>>>>>> 
&

Re: [AFMUG] Serverplus

2018-03-25 Thread Steve Jones

How much were you planning on paying serverplus?

On Sun, Mar 25, 2018, 3:44 PM Matt Hoppes <mattli...@rivervalleyinternet.net>
wrote:

> Interesting point. We are at 1,000 subs I and I just did this economic
> model.
>
> I don’t have 24x7 support. But do have 9-9.
>
> With a well running network support calls are near nothing. I took the
> money I was going to pay SP and hired staff. Now I have people who do
> phones and other things.
>
> On Mar 25, 2018, at 06:32, Lewis Bergman <lewis.berg...@gmail.com> wrote:
>
> I would say that if you want local pronunciations of words you should run
> your open tech support.
>
> I don't think most people care. They are normally happy just to have
> someone speak English that they can understand. Until you get about 8000
> subs I doubt you can do it anywhere close to the cost that Lane can.
>
> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:
>
>> https://www.youtube.com/watch?v=GyJXDdlD4jQ
>>
>> "IN-DE GO" :)
>>
>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes <
>> mattli...@rivervalleyinternet.net> wrote:
>>
>>> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version
>>> of the six fingered man.
>>>
>>> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:
>>>
>>> That's how it's pronounced...
>>>
>>> Maybe a regional thing?
>>>
>>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" <
>>> mattli...@rivervalleyinternet.net> wrote:
>>>
>>>> GTC does this too. I don’t know why it’s so hard.
>>>>
>>>> The company I used to work for was “Indigo Wireless”. They always say
>>>> In Dee Go.
>>>>
>>>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net>
>>>> wrote:
>>>>
>>>> They are working well for us, and I have a horrible generic support DT,
>>>> lol!
>>>>
>>>>
>>>>
>>>> I have had zero complaints from my customers so far this year, so I
>>>> think they are doing well.
>>>>
>>>>
>>>>
>>>> The only feedback I’ve had is customers hear our company name
>>>> pronounced five different ways, even though the DT instructs the proper
>>>> pronunciation.
>>>>
>>>>
>>>>
>>>> But it’s a made-up name so my customer are always confused on
>>>> pronunciation themselves.
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> *From:* Af <af-boun...@afmug.com> *On Behalf Of *ch...@wbmfg.com
>>>> *Sent:* Saturday, March 10, 2018 11:25 AM
>>>> *To:* af@afmug.com
>>>> *Subject:* Re: [AFMUG] Serverplus
>>>>
>>>>
>>>>
>>>> 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.
>>>>
>>>>
>>>>
>>>>
>>>>
>

Re: [AFMUG] Serverplus

2018-03-25 Thread CBB - Jay Fuller

I would certainly disagree with that.  If someone does not know how to 
pronounce our community names it would 100% tick me off and clue me into 
knowing whomever I'm talking to is not here...

  - Original Message - 
  From: Lewis Bergman 
  To: af@afmug.com 
  Sent: Sunday, March 25, 2018 5:32 AM
  Subject: Re: [AFMUG] Serverplus

  I would say that if you want local pronunciations of words you should run 
your open tech support.

  I don't think most people care. They are normally happy just to have someone 
speak English that they can understand. Until you get about 8000 subs I doubt 
you can do it anywhere close to the cost that Lane can.

  On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:

https://www.youtube.com/watch?v=GyJXDdlD4jQ

"IN-DE GO" :)

On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes 
<mattli...@rivervalleyinternet.net> wrote:

  It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of 
the six fingered man. 

  On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:

That's how it's pronounced...

Maybe a regional thing?

On Mar 11, 2018 2:02 PM, "Matt Hoppes" 
<mattli...@rivervalleyinternet.net> wrote:

  GTC does this too. I don’t know why it’s so hard. 

  The company I used to work for was “Indigo Wireless”. They always say 
In Dee Go. 

  On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> 
wrote:

They are working well for us, and I have a horrible generic support 
DT, lol!

I have had zero complaints from my customers so far this year, so I 
think they are doing well.

The only feedback I’ve had is customers hear our company name 
pronounced five different ways, even though the DT instructs the proper 
pronunciation.

But it’s a made-up name so my customer are always confused on 
pronunciation themselves.

From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com
Sent: Saturday, March 10, 2018 11:25 AM
    To: af@afmug.com
Subject: Re: [AFMUG] Serverplus

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 wee

Re: [AFMUG] Serverplus

Interesting point. We are at 1,000 subs I and I just did this economic model. 

I don’t have 24x7 support. But do have 9-9. 

With a well running network support calls are near nothing. I took the money I 
was going to pay SP and hired staff. Now I have people who do phones and other 
things. 

> On Mar 25, 2018, at 06:32, Lewis Bergman <lewis.berg...@gmail.com> wrote:
> 
> I would say that if you want local pronunciations of words you should run 
> your open tech support.
> 
> I don't think most people care. They are normally happy just to have someone 
> speak English that they can understand. Until you get about 8000 subs I doubt 
> you can do it anywhere close to the cost that Lane can.
> 
>> On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:
>> https://www.youtube.com/watch?v=GyJXDdlD4jQ
>> 
>> "IN-DE GO" :)
>> 
>>> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes 
>>> <mattli...@rivervalleyinternet.net> wrote:
>>> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of 
>>> the six fingered man. 
>>> 
>>>> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:
>>>> 
>>>> That's how it's pronounced...
>>>> 
>>>> Maybe a regional thing?
>>>> 
>>>>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" 
>>>>> <mattli...@rivervalleyinternet.net> wrote:
>>>> 
>>>>> GTC does this too. I don’t know why it’s so hard. 
>>>>> 
>>>>> The company I used to work for was “Indigo Wireless”. They always say In 
>>>>> Dee Go. 
>>>>> 
>>>>>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> 
>>>>>> wrote:
>>>>>> 
>>>>>> They are working well for us, and I have a horrible generic support DT, 
>>>>>> lol!
>>>>>> 
>>>>>>  
>>>>>> 
>>>>>> I have had zero complaints from my customers so far this year, so I 
>>>>>> think they are doing well.
>>>>>> 
>>>>>>  
>>>>>> 
>>>>>> The only feedback I’ve had is customers hear our company name pronounced 
>>>>>> five different ways, even though the DT instructs the proper 
>>>>>> pronunciation.
>>>>>> 
>>>>>>  
>>>>>> 
>>>>>> But it’s a made-up name so my customer are always confused on 
>>>>>> pronunciation themselves.
>>>>>> 
>>>>>>  
>>>>>> 
>>>>>>  
>>>>>> 
>>>>>> From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com
>>>>>> Sent: Saturday, March 10, 2018 11:25 AM
>>>>>> To: af@afmug.com
>>>>>> Subject: Re: [AFMUG] Serverplus
>>>>>> 
>>>>>>  
>>>>>> 
>>>>>> 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

Re: [AFMUG] Serverplus

2018-03-25 Thread Lewis Bergman

I would say that if you want local pronunciations of words you should run
your open tech support.

I don't think most people care. They are normally happy just to have
someone speak English that they can understand. Until you get about 8000
subs I doubt you can do it anywhere close to the cost that Lane can.

On Tue, Mar 20, 2018, 3:42 PM Josh Reynolds <j...@kyneticwifi.com> wrote:

> https://www.youtube.com/watch?v=GyJXDdlD4jQ
>
> "IN-DE GO" :)
>
> On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes <
> mattli...@rivervalleyinternet.net> wrote:
>
>> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of
>> the six fingered man.
>>
>> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:
>>
>> That's how it's pronounced...
>>
>> Maybe a regional thing?
>>
>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" <mattli...@rivervalleyinternet.net>
>> wrote:
>>
>>> GTC does this too. I don’t know why it’s so hard.
>>>
>>> The company I used to work for was “Indigo Wireless”. They always say In
>>> Dee Go.
>>>
>>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net>
>>> wrote:
>>>
>>> They are working well for us, and I have a horrible generic support DT,
>>> lol!
>>>
>>>
>>>
>>> I have had zero complaints from my customers so far this year, so I
>>> think they are doing well.
>>>
>>>
>>>
>>> The only feedback I’ve had is customers hear our company name pronounced
>>> five different ways, even though the DT instructs the proper pronunciation.
>>>
>>>
>>>
>>> But it’s a made-up name so my customer are always confused on
>>> pronunciation themselves.
>>>
>>>
>>>
>>>
>>>
>>> *From:* Af <af-boun...@afmug.com> *On Behalf Of *ch...@wbmfg.com
>>> *Sent:* Saturday, March 10, 2018 11:25 AM
>>> *To:* af@afmug.com
>>> *Subject:* Re: [AFMUG] Serverplus
>>>
>>>
>>>
>>> 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%
>>>
>>>

Re: [AFMUG] Serverplus

2018-03-20 Thread Josh Reynolds

https://www.youtube.com/watch?v=GyJXDdlD4jQ

"IN-DE GO" :)

On Thu, Mar 15, 2018 at 7:45 AM, Matt Hoppes <
mattli...@rivervalleyinternet.net> wrote:

> It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of
> the six fingered man.
>
> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:
>
> That's how it's pronounced...
>
> Maybe a regional thing?
>
> On Mar 11, 2018 2:02 PM, "Matt Hoppes" <mattli...@rivervalleyinternet.net>
> wrote:
>
>> GTC does this too. I don’t know why it’s so hard.
>>
>> The company I used to work for was “Indigo Wireless”. They always say In
>> Dee Go.
>>
>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net>
>> wrote:
>>
>> They are working well for us, and I have a horrible generic support DT,
>> lol!
>>
>>
>>
>> I have had zero complaints from my customers so far this year, so I think
>> they are doing well.
>>
>>
>>
>> The only feedback I’ve had is customers hear our company name pronounced
>> five different ways, even though the DT instructs the proper pronunciation.
>>
>>
>>
>> But it’s a made-up name so my customer are always confused on
>> pronunciation themselves.
>>
>>
>>
>>
>>
>> *From:* Af <af-boun...@afmug.com> *On Behalf Of *ch...@wbmfg.com
>> *Sent:* Saturday, March 10, 2018 11:25 AM
>> *To:* af@afmug.com
>> *Subject:* Re: [AFMUG] Serverplus
>>
>>
>>
>> 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%
>>
&

Re: [AFMUG] Serverplus

2018-03-18 Thread James Howard

But were you mostly dead all day?

From: Af [mailto:af-boun...@afmug.com] On Behalf Of Adam Moffett
Sent: Friday, March 16, 2018 3:09 PM
To: af@afmug.com
Subject: Re: [AFMUG] Serverplus

But Inigo Montoya was not the six fingered man, the six fingered man was Count 
Rugen.

-- Original Message --
From: "Matt Hoppes" 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>>
To: af@afmug.com<mailto:af@afmug.com>
Sent: 3/15/2018 8:45:07 AM
Subject: Re: [AFMUG] Serverplus

It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of the 
six fingered man.

On Mar 14, 2018, at 04:27, Josh Reynolds 
<j...@kyneticwifi.com<mailto:j...@kyneticwifi.com>> wrote:
That's how it's pronounced...

Maybe a regional thing?

On Mar 11, 2018 2:02 PM, "Matt Hoppes" 
<mattli...@rivervalleyinternet.net<mailto:mattli...@rivervalleyinternet.net>> 
wrote:
GTC does this too. I don’t know why it’s so hard.

The company I used to work for was “Indigo Wireless”. They always say In Dee Go.

On Mar 11, 2018, at 14:50, Sterling Jacobson 
<sterl...@avative.net<mailto:sterl...@avative.net>> wrote:
They are working well for us, and I have a horrible generic support DT, lol!

I have had zero complaints from my customers so far this year, so I think they 
are doing well.

The only feedback I’ve had is customers hear our company name pronounced five 
different ways, even though the DT instructs the proper pronunciation.

But it’s a made-up name so my customer are always confused on pronunciation 
themselves.

From: Af <af-boun...@afmug.com<mailto:af-boun...@afmug.com>> On Behalf Of 
ch...@wbmfg.com<mailto:ch...@wbmfg.com>
Sent: Saturday, March 10, 2018 11:25 AM
To: af@afmug.com<mailto:af@afmug.com>
Subject: Re: [AFMUG] Serverplus

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<mailto: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<tel:801.426.8283%2C%20ext%20102>
<http://www.serverplus.com/>
[http://i.imgur.com/VOz763A.png]
[http://i.imgur.com/xvQYYWa.png]<https://www.facebook.com/ServerPlus365/>
[http://i.imgur.com/ELG0AB1.png]<https://twitter.com/RealServerPlus>

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

Has anyone noted a consistent decline in quality wi

Re: [AFMUG] Serverplus

2018-03-16 Thread Adam Moffett

But Inigo Montoya was not the six fingered man, the six fingered man was 
Count Rugen.

-- Original Message --
From: "Matt Hoppes" <mattli...@rivervalleyinternet.net>
To: af@afmug.com
Sent: 3/15/2018 8:45:07 AM
Subject: Re: [AFMUG] Serverplus

It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version 
of the six fingered man.

On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:

That's how it's pronounced...

Maybe a regional thing?

On Mar 11, 2018 2:02 PM, "Matt Hoppes" 
<mattli...@rivervalleyinternet.net> wrote:

GTC does this too. I don’t know why it’s so hard.

The company I used to work for was “Indigo Wireless”. They always say 
In Dee Go.

On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> 
wrote:

They are working well for us, and I have a horrible generic support 
DT, lol!

I have had zero complaints from my customers so far this year, so I 
think they are doing well.

The only feedback I’ve had is customers hear our company name 
pronounced five different ways, even though the DT instructs the 
proper pronunciation.

But it’s a made-up name so my customer are always confused on 
pronunciation themselves.

From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com
Sent: Saturday, March 10, 2018 11:25 AM
To:af@afmug.com
Subject: Re: [AFMUG] Serverplus

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 <tel:801.426.8283%2C%20ext%20102>

 <http://www.serverplus.com/>

<https://www.facebook.com/ServerPlus365/>

<https://twitter.com/RealServerPlus>

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

2018-03-15 Thread Matt Hoppes

It’s In Di Go. Like the color. Not In Dee Go. Like a butchered version of the 
six fingered man. 

> On Mar 14, 2018, at 04:27, Josh Reynolds <j...@kyneticwifi.com> wrote:
> 
> That's how it's pronounced...
> 
> Maybe a regional thing?
> 
>> On Mar 11, 2018 2:02 PM, "Matt Hoppes" <mattli...@rivervalleyinternet.net> 
>> wrote:
>> GTC does this too. I don’t know why it’s so hard. 
>> 
>> The company I used to work for was “Indigo Wireless”. They always say In Dee 
>> Go. 
>> 
>>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> wrote:
>>> 
>>> They are working well for us, and I have a horrible generic support DT, lol!
>>> 
>>>  
>>> 
>>> I have had zero complaints from my customers so far this year, so I think 
>>> they are doing well.
>>> 
>>>  
>>> 
>>> The only feedback I’ve had is customers hear our company name pronounced 
>>> five different ways, even though the DT instructs the proper pronunciation.
>>> 
>>>  
>>> 
>>> But it’s a made-up name so my customer are always confused on pronunciation 
>>> themselves.
>>> 
>>>  
>>> 
>>>  
>>> 
>>> From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com
>>> Sent: Saturday, March 10, 2018 11:25 AM
>>> To: af@afmug.com
>>> Subject: Re: [AFMUG] Serverplus
>>> 
>>>  
>>> 
>>> 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
>>> 
>>> 
>>> 
>>> 
>>> 
>>&g

Re: [AFMUG] Serverplus

2018-03-14 Thread Jeremy

Pretty much every call center in existence has a high turnover rate.  I
think this is just the nature of a call center.

On Sun, Mar 11, 2018 at 1:53 PM, Steve Jones <thatoneguyst...@gmail.com>
wrote:

> Lol, no the number of names isnt my complaint, was just curious if that
> was am indicator of high employee churn, or if they just have alot of
> staff. I have communicated all this stuff to them via our POC.
>
> On Mar 11, 2018 2:02 PM, "Matt Hoppes" <mattli...@rivervalleyinternet.net>
> wrote:
>
>> GTC does this too. I don’t know why it’s so hard.
>>
>> The company I used to work for was “Indigo Wireless”. They always say In
>> Dee Go.
>>
>> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net>
>> wrote:
>>
>> They are working well for us, and I have a horrible generic support DT,
>> lol!
>>
>>
>>
>> I have had zero complaints from my customers so far this year, so I think
>> they are doing well.
>>
>>
>>
>> The only feedback I’ve had is customers hear our company name pronounced
>> five different ways, even though the DT instructs the proper pronunciation.
>>
>>
>>
>> But it’s a made-up name so my customer are always confused on
>> pronunciation themselves.
>>
>>
>>
>>
>>
>> *From:* Af <af-boun...@afmug.com> *On Behalf Of *ch...@wbmfg.com
>> *Sent:* Saturday, March 10, 2018 11:25 AM
>> *To:* af@afmug.com
>> *Subject:* Re: [AFMUG] Serverplus
>>
>>
>>
>> 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%
>>

Re: [AFMUG] Serverplus

2018-03-14 Thread Josh Reynolds

That's how it's pronounced...

Maybe a regional thing?

On Mar 11, 2018 2:02 PM, "Matt Hoppes" <mattli...@rivervalleyinternet.net>
wrote:

> GTC does this too. I don’t know why it’s so hard.
>
> The company I used to work for was “Indigo Wireless”. They always say In
> Dee Go.
>
> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> wrote:
>
> They are working well for us, and I have a horrible generic support DT,
> lol!
>
>
>
> I have had zero complaints from my customers so far this year, so I think
> they are doing well.
>
>
>
> The only feedback I’ve had is customers hear our company name pronounced
> five different ways, even though the DT instructs the proper pronunciation.
>
>
>
> But it’s a made-up name so my customer are always confused on
> pronunciation themselves.
>
>
>
>
>
> *From:* Af <af-boun...@afmug.com> *On Behalf Of *ch...@wbmfg.com
> *Sent:* Saturday, March 10, 2018 11:25 AM
> *To:* af@afmug.com
> *Subject:* Re: [AFMUG] Serverplus
>
>
>
> 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
>
>  <http://www.serverplus.com/>
>
> [image: http://i.imgur.com/VOz763A.png]
>
> [image: http://i.imgur.com/xvQYYWa.png]
> <https://www.facebook.com/ServerPlus365/>
>
> [image: http://i.imgur.com/ELG0AB1.png]
> <https://twitter.com/RealServerPlus>
>
>
>
>
>
> *From:* Af [mailto:af-boun...@afmug.com <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

2018-03-11 Thread Steve Jones

Lol, no the number of names isnt my complaint, was just curious if that was
am indicator of high employee churn, or if they just have alot of staff. I
have communicated all this stuff to them via our POC.

On Mar 11, 2018 2:02 PM, "Matt Hoppes" <mattli...@rivervalleyinternet.net>
wrote:

> GTC does this too. I don’t know why it’s so hard.
>
> The company I used to work for was “Indigo Wireless”. They always say In
> Dee Go.
>
> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> wrote:
>
> They are working well for us, and I have a horrible generic support DT,
> lol!
>
>
>
> I have had zero complaints from my customers so far this year, so I think
> they are doing well.
>
>
>
> The only feedback I’ve had is customers hear our company name pronounced
> five different ways, even though the DT instructs the proper pronunciation.
>
>
>
> But it’s a made-up name so my customer are always confused on
> pronunciation themselves.
>
>
>
>
>
> *From:* Af <af-boun...@afmug.com> *On Behalf Of *ch...@wbmfg.com
> *Sent:* Saturday, March 10, 2018 11:25 AM
> *To:* af@afmug.com
> *Subject:* Re: [AFMUG] Serverplus
>
>
>
> 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
>
>  <http://www.serverplus.com/>
>
> [image: http://i.imgur.com/VOz763A.png]
>
> [image: http://i.imgur.com/xvQYYWa.png]
> <https://www.facebook.com/ServerPlus365/>
>
> [image: http://i.imgur.com/ELG0AB1.png]
> <https://twitter.com/RealServerPlus>
>
>
>
>
>
> *From:* Af [mailto:af-boun...@afmug.com <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

2018-03-11 Thread Matt Hoppes

GTC does this too. I don’t know why it’s so hard. 

The company I used to work for was “Indigo Wireless”. They always say In Dee 
Go. 

> On Mar 11, 2018, at 14:50, Sterling Jacobson <sterl...@avative.net> wrote:
> 
> They are working well for us, and I have a horrible generic support DT, lol!
>  
> I have had zero complaints from my customers so far this year, so I think 
> they are doing well.
>  
> The only feedback I’ve had is customers hear our company name pronounced five 
> different ways, even though the DT instructs the proper pronunciation.
>  
> But it’s a made-up name so my customer are always confused on pronunciation 
> themselves.
>  
>  
> From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com
> Sent: Saturday, March 10, 2018 11:25 AM
> To: af@afmug.com
> Subject: Re: [AFMUG] Serverplus
>  
> 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

2018-03-11 Thread Sterling Jacobson

They are working well for us, and I have a horrible generic support DT, lol!

I have had zero complaints from my customers so far this year, so I think they 
are doing well.

The only feedback I’ve had is customers hear our company name pronounced five 
different ways, even though the DT instructs the proper pronunciation.

But it’s a made-up name so my customer are always confused on pronunciation 
themselves.


From: Af <af-boun...@afmug.com> On Behalf Of ch...@wbmfg.com
Sent: Saturday, March 10, 2018 11:25 AM
To: af@afmug.com
Subject: Re: [AFMUG] Serverplus

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<mailto: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<tel:801.426.8283%2C%20ext%20102>
[New logo xl]<http://www.serverplus.com/>
[http://i.imgur.com/VOz763A.png]
[http://i.imgur.com/xvQYYWa.png]<https://www.facebook.com/ServerPlus365/>
[http://i.imgur.com/ELG0AB1.png]<https://twitter.com/RealServerPlus>
[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<mailto: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

2018-03-11 Thread Justin Wilson

So your issue still is you are seeing more names on tickets and you think thats 
a bad thing?  Have you contacted them directly about your concerns? 

Justin Wilson
j...@mtin.net

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

> On Mar 11, 2018, at 3:36 AM, Steve Jones <thatoneguyst...@gmail.com> wrote:
> 
> 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" <ch...@wbmfg.com 
> <mailto:ch...@wbmfg.com>> 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" <ada...@amarillowireless.net <>> 
> wrote:
> Weren't you complaining about serverplus a few months ago also?
>  
> On Sat, Mar 10, 2018 at 7:06 PM, Steve Jones <thatoneguyst...@gmail.com <>> 
> wrote:
> DTs, like railroad tracks are great when theyre followed, thats very true. 
> Very true.
>  
>  
> On Mar 10, 2018 12:25 PM, <ch...@wbmfg.com <>> 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 TI

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" <ch...@wbmfg.com> 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" <ada...@amarillowireless.net> wrote:

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

On Sat, Mar 10, 2018 at 7:06 PM, Steve Jones <thatoneguyst...@gmail.com>
wrote:

> DTs, like railroad tracks are great when theyre followed, thats very true.
> Very true.
>
>
> On Mar 10, 2018 12:25 PM, <ch...@wbmfg.com> 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*
>
>
>
&

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" <ada...@amarillowireless.net> wrote:

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

  On Sat, Mar 10, 2018 at 7:06 PM, Steve Jones <thatoneguyst...@gmail.com> 
wrote:

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

On Mar 10, 2018 12:25 PM, <ch...@wbmfg.com> 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 o

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" <ada...@amarillowireless.net> wrote:

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

On Sat, Mar 10, 2018 at 7:06 PM, Steve Jones <thatoneguyst...@gmail.com>
wrote:

> DTs, like railroad tracks are great when theyre followed, thats very true.
> Very true.
>
>
> On Mar 10, 2018 12:25 PM, <ch...@wbmfg.com> 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] <http://www.serverplus.com/>
>
> [image: http://i.imgur.com/VOz763A.png]
>
> [image: http://i.imgur.com/xvQYYWa.png]
> <https://www.facebook.com/ServerPlus365/>
>
> [image: http://i.imgur.com/ELG0AB1.png]
> <https://twitter.com/RealServerPlus>
>
> [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
<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 <thatoneguyst...@gmail.com>
wrote:

> DTs, like railroad tracks are great when theyre followed, thats very true.
> Very true.
>
>
> On Mar 10, 2018 12:25 PM, <ch...@wbmfg.com> 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] <http://www.serverplus.com/>
>
> [image: http://i.imgur.com/VOz763A.png]
>
> [image: http://i.imgur.com/xvQYYWa.png]
> <https://www.facebook.com/ServerPlus365/>
>
> [image: http://i.imgur.com/ELG0AB1.png]
> <https://twitter.com/RealServerPlus>
>
> [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
<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, <ch...@wbmfg.com> 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] <http://www.serverplus.com/>

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

[image: http://i.imgur.com/xvQYYWa.png]
<https://www.facebook.com/ServerPlus365/>

[image: http://i.imgur.com/ELG0AB1.png] <https://twitter.com/RealServerPlus>

[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] 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 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] 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] Serverplus/powercode users, OT

2017-09-08 Thread Steve Jones

Id recommend new serverplus customers get walked through the issue tracker
view of the DTs, Id make that non optional and require sign off. The
flowcharts just dont cut it, seeing what the serverplus folks see makes a
world of difference.

As a new customer, I did ask about what they see, but probably not in a way
intake understood what I was asking.

Would have saved on some rage and a near fistfight here at the shop.

On Tue, Sep 5, 2017 at 4:09 PM, Mike Hammett <af...@ics-il.net> wrote:

> Yeah, don't take Steve too seriously.
>
>
>
> -
> Mike Hammett
> Intelligent Computing Solutions <http://www.ics-il.com/>
> <https://www.facebook.com/ICSIL>
> <https://plus.google.com/+IntelligentComputingSolutionsDeKalb>
> <https://www.linkedin.com/company/intelligent-computing-solutions>
> <https://twitter.com/ICSIL>
> Midwest Internet Exchange <http://www.midwest-ix.com/>
> <https://www.facebook.com/mdwestix>
> <https://www.linkedin.com/company/midwest-internet-exchange>
> <https://twitter.com/mdwestix>
> The Brothers WISP <http://www.thebrotherswisp.com/>
> <https://www.facebook.com/thebrotherswisp>
>
>
> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>
> ------
> *From: *"Josh Luthman" <j...@imaginenetworksllc.com>
> *To: *af@afmug.com
> *Sent: *Tuesday, September 5, 2017 1:25:20 PM
> *Subject: *Re: [AFMUG] Serverplus/powercode users, OT
>
> Layne,
>
> It was Steve that said it.  That says plenty :)
>
>
> Josh Luthman
> Office: 937-552-2340 <(937)%20552-2340>
> Direct: 937-552-2343 <(937)%20552-2343>
> 1100 Wayne St
> <https://maps.google.com/?q=1100+Wayne+St+Suite+1337+Troy,+OH+45373=gmail=g>
> Suite 1337
> <https://maps.google.com/?q=1100+Wayne+St+Suite+1337+Troy,+OH+45373=gmail=g>
> Troy, OH 45373
> <https://maps.google.com/?q=1100+Wayne+St+Suite+1337+Troy,+OH+45373=gmail=g>
>
> On Tue, Sep 5, 2017 at 12:15 PM, Layne Sisk <la...@serverplus.com> wrote:
>
>> I was out of town from Thurs until yesterday and was of course very
>> disappointed to come back to see this post.  If you can send me directly
>> the specific example of what happened I would like to address it.  It is
>> clear that there is a concern and I would like the opportunity solve it.  I
>> am sure you would be frustrated if someone went on social media and said
>> negative things about your company without letting you know there was a
>> problem.   It is frustrating to have you publicly disparage my company
>> without contacting me and giving me the chance to resolve it first.  It is
>> pretty difficult to resolve an issue I don’t know exists.  Please send any
>> specific examples directly to me and I will personally make sure they are
>> addressed.
>>
>>
>>
>>
>>
>> Layne Sisk
>>
>> ServerPlus
>>
>> 801.426.8283, ext 102
>>
>> [image: New logo xl] <http://www.serverplus.com/>
>>
>> [image: http://i.imgur.com/VOz763A.png]
>>
>> [image: http://i.imgur.com/xvQYYWa.png]
>> <https://www.facebook.com/ServerPlus365/>
>>
>> [image: http://i.imgur.com/ELG0AB1.png]
>> <https://twitter.com/RealServerPlus>
>>
>> [image: Utah 100]   [image: fast50-01][image: Inc 5000]
>>
>>
>>
>> *From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones
>> *Sent:* Thursday, August 31, 2017 8:26 PM
>> *To:* af@afmug.com
>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>>
>>
>>
>> Reviving a dead one, cause i can.
>>
>> So serverplus, no matter how many times you ask them to stop, still asks
>> customers for the mac off their router, even though 95 percent of the
>> routers on the market list the freaking wireless mac. They cant seem to
>> follow simple poe instructions, constantly escalating (and billing) when
>> they hook poes up backward.
>>
>>
>>
>> If you have another option, look into it. Because right now, ill get a
>> follow up, solely because of this post, as i did from the original post im
>> replying to.
>>
>>
>>
>>
>>
>> I dont mind our own mopes being mopes. I dont even ming paid mopes being
>> mopes. What i dont like is mopes, billing us for mopery, and escalating
>> response to being mopes when called out in public only. Promising to
>> deescalate the mopery, and continuing to be mopes and billing for mopery.
>>
>>
>>
>> At this point, direct dialing saudi arabia is a better option. At least
>> when amrut answers t

Re: [AFMUG] Serverplus/powercode users, OT

2017-09-05 Thread Mike Hammett

Yeah, don't take Steve too seriously. 




- 
Mike Hammett 
Intelligent Computing Solutions 

Midwest Internet Exchange 

The Brothers WISP 




- Original Message -

From: "Josh Luthman" <j...@imaginenetworksllc.com> 
To: af@afmug.com 
Sent: Tuesday, September 5, 2017 1:25:20 PM 
Subject: Re: [AFMUG] Serverplus/powercode users, OT 


Layne, 


It was Steve that said it. That says plenty :) 






Josh Luthman 
Office: 937-552-2340 
Direct: 937-552-2343 
1100 Wayne St 
Suite 1337 
Troy, OH 45373 

On Tue, Sep 5, 2017 at 12:15 PM, Layne Sisk < la...@serverplus.com > wrote: 





I was out of town from Thurs until yesterday and was of course very 
disappointed to come back to see this post. If you can send me directly the 
specific example of what happened I would like to address it. It is clear that 
there is a concern and I would like the opportunity solve it. I am sure you 
would be frustrated if someone went on social media and said negative things 
about your company without letting you know there was a problem. It is 
frustrating to have you publicly disparage my company without contacting me and 
giving me the chance to resolve it first. It is pretty difficult to resolve an 
issue I don’t know exists. Please send any specific examples directly to me and 
I will personally make sure they are addressed. 


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 100fast50-01Inc 5000

From: Af [mailto: af-boun...@afmug.com ] On Behalf Of Steve Jones 
Sent: Thursday, August 31, 2017 8:26 PM 
To: af@afmug.com 
Subject: Re: [AFMUG] Serverplus/powercode users, OT 


Reviving a dead one, cause i can. 

So serverplus, no matter how many times you ask them to stop, still asks 
customers for the mac off their router, even though 95 percent of the routers 
on the market list the freaking wireless mac. They cant seem to follow simple 
poe instructions, constantly escalating (and billing) when they hook poes up 
backward. 



If you have another option, look into it. Because right now, ill get a follow 
up, solely because of this post, as i did from the original post im replying 
to. 





I dont mind our own mopes being mopes. I dont even ming paid mopes being mopes. 
What i dont like is mopes, billing us for mopery, and escalating response to 
being mopes when called out in public only. Promising to deescalate the mopery, 
and continuing to be mopes and billing for mopery. 



At this point, direct dialing saudi arabia is a better option. At least when 
amrut answers the phone, our customers expectations drop to the level of 
outsource. And amrut will actually be consistent. 



On Jul 12, 2017 7:10 AM, "Josh Luthman" < j...@imaginenetworksllc.com > wrote: 



I'm not Direct TV and don't want to be compared to them. 

Josh Luthman 
Office: 937-552-2340 
Direct: 937-552-2343 
1100 Wayne St 
Suite 1337 
Troy, OH 45373 





On Jul 11, 2017 10:43 PM, "Darin Steffl" < darin.ste...@mnwifi.com > wrote: 



I am happy what we pay with the average hold times averaging 1-2 minutes. Our 
residential subs don't need hold times any shorter than that for after hours 
support. Compared to our other WISP's, we're the only one that offers 24/7 
support anyway so we're already ahead of the competition there. 



I know when I call DirecTV or Verizon, Centurylink, I almost always wait at 
least 3-5 minutes before I get a rep. Not always but usually. 



On Tue, Jul 11, 2017 at 6:29 PM, Josh Luthman < j...@imaginenetworksllc.com > 
wrote: 



I would pay 30% more from my current rates to reduce it to sub 30 seconds. 

Josh Luthman 
Office: 937-552-2340 
Direct: 937-552-2343 
1100 Wayne St 
Suite 1337 
Troy, OH 45373 





On Jul 11, 2017 6:36 PM, "Chuck McCown" < ch...@wbmfg.com > wrote: 






I am in the camp of “screw em”, let them hold or else they can call us in the 
morning. 



I would probably feel different if you were the first point of contact for all 
calls. 



But we take our calls directly during most waking & working hours. 






From: Layne Sisk 

Sent: Tuesday, July 11, 2017 4:30 PM 


To: af@afmug.com 

Subject: Re: [AFMUG] Serverplus/powercode users, OT 





So Steve, I am not sure I fully understand the questions you are posing here, 
but I believe it is a simple integration issue that we can resolve easily. 
Since you have been live with us less than 2 weeks I am sure it is simply a 
setting that can be adjusted. I will email you off-list so we can set up a call 
to address the concerns. 

To address the comments mentioned by some others in the thread: 


1. We do not route calls overseas unless it has been authorized by the ISP. 
The exception mentioned on the list here is that if and ISP has a complete 
outage and has 50-100 calls drop into queue before the outage is identified we 
may use the overseas agents

Re: [AFMUG] Serverplus/powercode users, OT

2017-09-05 Thread Josh Luthman

Layne,

It was Steve that said it.  That says plenty :)


Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

On Tue, Sep 5, 2017 at 12:15 PM, Layne Sisk <la...@serverplus.com> wrote:

> I was out of town from Thurs until yesterday and was of course very
> disappointed to come back to see this post.  If you can send me directly
> the specific example of what happened I would like to address it.  It is
> clear that there is a concern and I would like the opportunity solve it.  I
> am sure you would be frustrated if someone went on social media and said
> negative things about your company without letting you know there was a
> problem.   It is frustrating to have you publicly disparage my company
> without contacting me and giving me the chance to resolve it first.  It is
> pretty difficult to resolve an issue I don’t know exists.  Please send any
> specific examples directly to me and I will personally make sure they are
> addressed.
>
>
>
>
>
> Layne Sisk
>
> ServerPlus
>
> 801.426.8283, ext 102
>
> [image: New logo xl] <http://www.serverplus.com/>
>
> [image: http://i.imgur.com/VOz763A.png]
>
> [image: http://i.imgur.com/xvQYYWa.png]
> <https://www.facebook.com/ServerPlus365/>
>
> [image: http://i.imgur.com/ELG0AB1.png]
> <https://twitter.com/RealServerPlus>
>
> [image: Utah 100]   [image: fast50-01][image: Inc 5000]
>
>
>
> *From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones
> *Sent:* Thursday, August 31, 2017 8:26 PM
> *To:* af@afmug.com
> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>
>
>
> Reviving a dead one, cause i can.
>
> So serverplus, no matter how many times you ask them to stop, still asks
> customers for the mac off their router, even though 95 percent of the
> routers on the market list the freaking wireless mac. They cant seem to
> follow simple poe instructions, constantly escalating (and billing) when
> they hook poes up backward.
>
>
>
> If you have another option, look into it. Because right now, ill get a
> follow up, solely because of this post, as i did from the original post im
> replying to.
>
>
>
>
>
> I dont mind our own mopes being mopes. I dont even ming paid mopes being
> mopes. What i dont like is mopes, billing us for mopery, and escalating
> response to being mopes when called out in public only. Promising to
> deescalate the mopery, and continuing to be mopes and billing for mopery.
>
>
>
> At this point, direct dialing saudi arabia is a better option. At least
> when amrut answers the phone, our customers expectations drop to the level
> of outsource. And amrut will actually be consistent.
>
>
>
> On Jul 12, 2017 7:10 AM, "Josh Luthman" <j...@imaginenetworksllc.com>
> wrote:
>
> I'm not Direct TV and don't want to be compared to them.
>
> Josh Luthman
> Office: 937-552-2340 <(937)%20552-2340>
> Direct: 937-552-2343 <(937)%20552-2343>
> 1100 Wayne St
> Suite 1337
> Troy, OH 45373
>
>
>
> On Jul 11, 2017 10:43 PM, "Darin Steffl" <darin.ste...@mnwifi.com> wrote:
>
> I am happy what we pay with the average hold times averaging 1-2 minutes.
> Our residential subs don't need hold times any shorter than that for after
> hours support. Compared to our other WISP's, we're the only one that offers
> 24/7 support anyway so we're already ahead of the competition there.
>
>
>
> I know when I call DirecTV or Verizon, Centurylink, I almost always wait
> at least 3-5 minutes before I get a rep. Not always but usually.
>
>
>
> On Tue, Jul 11, 2017 at 6:29 PM, Josh Luthman <j...@imaginenetworksllc.com>
> wrote:
>
> I would pay 30% more from my current rates to reduce it to sub 30 seconds.
>
> Josh Luthman
> Office: 937-552-2340 <(937)%20552-2340>
> Direct: 937-552-2343 <(937)%20552-2343>
> 1100 Wayne St
> Suite 1337
> Troy, OH 45373
>
>
>
> On Jul 11, 2017 6:36 PM, "Chuck McCown" <ch...@wbmfg.com> wrote:
>
> I am in the camp of “screw em”, let them hold or else they can call us in
> the morning.
>
>
>
> I would probably feel different if you were the first point of contact for
> all calls.
>
>
>
> But we take our calls directly during most waking & working hours.
>
>
>
> *From:* Layne Sisk
>
> *Sent:* Tuesday, July 11, 2017 4:30 PM
>
> *To:* af@afmug.com
>
> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>
>
>
> So Steve, I am not sure I fully understand the questions you are posing
> here, but I believe it is a simple integration issue that we can resolve
> easily.   S

Re: [AFMUG] Serverplus/powercode users, OT

2017-09-05 Thread Layne Sisk

I was out of town from Thurs until yesterday and was of course very 
disappointed to come back to see this post.  If you can send me directly the 
specific example of what happened I would like to address it.  It is clear that 
there is a concern and I would like the opportunity solve it.  I am sure you 
would be frustrated if someone went on social media and said negative things 
about your company without letting you know there was a problem.   It is 
frustrating to have you publicly disparage my company without contacting me and 
giving me the chance to resolve it first.  It is pretty difficult to resolve an 
issue I don’t know exists.  Please send any specific examples directly to me 
and I will personally make sure they are addressed.


Layne Sisk
ServerPlus
801.426.8283, ext 102<tel:801.426.8283%2C%20ext%20102>
[New logo xl]<http://www.serverplus.com/>
[http://i.imgur.com/VOz763A.png]
[http://i.imgur.com/xvQYYWa.png]<https://www.facebook.com/ServerPlus365/>
[http://i.imgur.com/ELG0AB1.png]<https://twitter.com/RealServerPlus>
[Utah 100]   [fast50-01] [Inc 5000]

From: Af [mailto:af-boun...@afmug.com] On Behalf Of Steve Jones
Sent: Thursday, August 31, 2017 8:26 PM
To: af@afmug.com
Subject: Re: [AFMUG] Serverplus/powercode users, OT

Reviving a dead one, cause i can.
So serverplus, no matter how many times you ask them to stop, still asks 
customers for the mac off their router, even though 95 percent of the routers 
on the market list the freaking wireless mac. They cant seem to follow simple 
poe instructions, constantly escalating (and billing) when they hook poes up 
backward.

If you have another option, look into it. Because right now, ill get a follow 
up, solely because of this post, as i did from the original post im replying to.


I dont mind our own mopes being mopes. I dont even ming paid mopes being mopes. 
What i dont like is mopes, billing us for mopery, and escalating response to 
being mopes when called out in public only. Promising to deescalate the mopery, 
and continuing to be mopes and billing for mopery.

At this point, direct dialing saudi arabia is a better option. At least when 
amrut answers the phone, our customers expectations drop to the level of 
outsource. And amrut will actually be consistent.

On Jul 12, 2017 7:10 AM, "Josh Luthman" 
<j...@imaginenetworksllc.com<mailto:j...@imaginenetworksllc.com>> wrote:
I'm not Direct TV and don't want to be compared to them.
Josh Luthman
Office: 937-552-2340<tel:(937)%20552-2340>
Direct: 937-552-2343<tel:(937)%20552-2343>
1100 Wayne St
Suite 1337
Troy, OH 45373

On Jul 11, 2017 10:43 PM, "Darin Steffl" 
<darin.ste...@mnwifi.com<mailto:darin.ste...@mnwifi.com>> wrote:
I am happy what we pay with the average hold times averaging 1-2 minutes. Our 
residential subs don't need hold times any shorter than that for after hours 
support. Compared to our other WISP's, we're the only one that offers 24/7 
support anyway so we're already ahead of the competition there.

I know when I call DirecTV or Verizon, Centurylink, I almost always wait at 
least 3-5 minutes before I get a rep. Not always but usually.

On Tue, Jul 11, 2017 at 6:29 PM, Josh Luthman 
<j...@imaginenetworksllc.com<mailto:j...@imaginenetworksllc.com>> wrote:
I would pay 30% more from my current rates to reduce it to sub 30 seconds.
Josh Luthman
Office: 937-552-2340<tel:(937)%20552-2340>
Direct: 937-552-2343<tel:(937)%20552-2343>
1100 Wayne St
Suite 1337
Troy, OH 45373

On Jul 11, 2017 6:36 PM, "Chuck McCown" 
<ch...@wbmfg.com<mailto:ch...@wbmfg.com>> wrote:
I am in the camp of “screw em”, let them hold or else they can call us in the 
morning.

I would probably feel different if you were the first point of contact for all 
calls.

But we take our calls directly during most waking & working hours.

From: Layne Sisk
Sent: Tuesday, July 11, 2017 4:30 PM
To: af@afmug.com<mailto:af@afmug.com>
Subject: Re: [AFMUG] Serverplus/powercode users, OT

So Steve, I am not sure I fully understand the questions you are posing here, 
but I believe it is a simple integration issue that we can resolve easily.   
Since you have been live with us less than 2 weeks I am sure it is simply a 
setting that can be adjusted.  I will email you off-list so we can set up a 
call to address the concerns.

To address the comments mentioned by some others in the thread:


  1.  We do not route calls overseas unless it has been authorized by the ISP.  
The exception mentioned on the list here is that if and ISP has a complete 
outage and has 50-100 calls drop into queue before the outage is identified we 
may use the overseas agents to simply pick up the call and confirm to the 
customer there is an outage.  Once the outage is identified we put a message up 
on the phone system to stop the influx of calls.  Jeremy if that was a deal 
breaker for you we would certainly h

Re: [AFMUG] Serverplus/powercode users, OT

2017-09-04 Thread Josh Luthman

JT is who I work with on the DT, he's pretty sharp and gets the job done.


Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

On Sun, Sep 3, 2017 at 5:08 PM, Steve Jones <thatoneguyst...@gmail.com>
wrote:

> Point taken
>
> On Sep 2, 2017 6:01 PM, "Darin Steffl" <darin.ste...@mnwifi.com> wrote:
>
>> Steve,
>>
>> If you're having this much trouble, your decision tree is messed up
>> somewhere. We've never had them ask for any MAC address for anything. They
>> generally take calls well for the most part. Sometimes there's a call that
>> I think WTF are you doing but not many.
>>
>> We love having serverplus answer calls after hours for us so we at least
>> know our customers get a human being if they're having trouble. Most calls
>> that don't go well can be fixed with an update to our decision tree.
>>
>> I don't think you have your process fine tuned with them yet so I highly
>> suggest you work with their team to get things figured out. They're easy to
>> work with and Layne will do his best to make sure you're happy. Just tone
>> down the attitude a little bit so you don't offend them or who will want to
>> help you ;)
>>
>> On Sep 1, 2017 2:36 PM, "Steve Jones" <thatoneguyst...@gmail.com> wrote:
>>
>>> dispatching for pc support? do you charge for service calls? I can se
>>> willy nilly dispatch if you charge, revenue driver.
>>>
>>> On Fri, Sep 1, 2017 at 2:26 PM, Matt Hoppes <
>>> mattli...@rivervalleyinternet.net> wrote:
>>>
>>>> No.. that's what outsourced should have determined what the issue was.
>>>> Radio is up... customer has no Internet - dispatch.
>>>>
>>>> On 9/1/17 3:14 PM, CBB - Jay Fuller wrote:
>>>>
>>>>>
>>>>> We got a call today from a customer who also was down last week.
>>>>> radio looks fine.Router has a connection.If This Were
>>>>> outsourced
>>>>> to tech support where they kick it back to us?
>>>>>
>>>>> Looks like we will be sending someone out there anyway it might even be
>>>>> an id10terror
>>>>>
>>>>> Sent from my Verizon 4G LTE Smartphone
>>>>>
>>>>> - Reply message -
>>>>> From: "Steve Jones" <thatoneguyst...@gmail.com>
>>>>> To: "af@afmug.com" <af@afmug.com>
>>>>> Subject: [AFMUG] Serverplus/powercode users, OT
>>>>> Date: Fri, Sep 1, 2017 11:39 AM
>>>>>
>>>>> youre not going to have them powercycle or verify things are plugged in
>>>>> correctly? that's ALOT of truck rolls
>>>>>
>>>>> On Fri, Sep 1, 2017 at 11:11 AM, Matt Hoppes
>>>>> <mattli...@rivervalleyinternet.net
>>>>> <mailto:mattli...@rivervalleyinternet.net>> wrote:
>>>>>
>>>>> Exactly... I just signed up with SP and my decision tree is going
>>>>> to
>>>>> be extremely simple and straight forward... so easy even a cave man
>>>>> can do it.
>>>>>
>>>>> Is your router on?   Are you connected to your router?  Can you
>>>>> ping
>>>>> your router?  Can you ping our modem?  Can I ping our modem?  Do
>>>>> you
>>>>> get proper speeds when plugged into our modem?
>>>>>
>>>>> ESCALATE.   What else is there to troubleshoot locally?  Unless
>>>>> your
>>>>> network is @#$@#.
>>>>>
>>>>> This entire process should take sub 5 minutes to complete.
>>>>>
>>>>> END RESULT:
>>>>> Your computer is borked.
>>>>> Your router is borked.
>>>>> Our connection to you is borked -- dispatch.
>>>>>
>>>>> On 9/1/17 8:58 AM, Chuck McCown wrote:
>>>>>
>>>>> I have good luck with ServerPlus.  Part of the quality you get
>>>>> from them
>>>>> depends on the quality of the decision tree you give them.
>>>>>
>>>>> *From:* Sterling Jacobson
>>>>> *Sent:* Thursday, August 31, 2017 10:22 PM
>>>>> *To:* af@afmug.com <mailto:af@afmug.com>
>>>>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>>>>

Re: [AFMUG] Serverplus/powercode users, OT

2017-09-03 Thread Steve Jones

Point taken

On Sep 2, 2017 6:01 PM, "Darin Steffl" <darin.ste...@mnwifi.com> wrote:

> Steve,
>
> If you're having this much trouble, your decision tree is messed up
> somewhere. We've never had them ask for any MAC address for anything. They
> generally take calls well for the most part. Sometimes there's a call that
> I think WTF are you doing but not many.
>
> We love having serverplus answer calls after hours for us so we at least
> know our customers get a human being if they're having trouble. Most calls
> that don't go well can be fixed with an update to our decision tree.
>
> I don't think you have your process fine tuned with them yet so I highly
> suggest you work with their team to get things figured out. They're easy to
> work with and Layne will do his best to make sure you're happy. Just tone
> down the attitude a little bit so you don't offend them or who will want to
> help you ;)
>
> On Sep 1, 2017 2:36 PM, "Steve Jones" <thatoneguyst...@gmail.com> wrote:
>
>> dispatching for pc support? do you charge for service calls? I can se
>> willy nilly dispatch if you charge, revenue driver.
>>
>> On Fri, Sep 1, 2017 at 2:26 PM, Matt Hoppes <
>> mattli...@rivervalleyinternet.net> wrote:
>>
>>> No.. that's what outsourced should have determined what the issue was.
>>> Radio is up... customer has no Internet - dispatch.
>>>
>>> On 9/1/17 3:14 PM, CBB - Jay Fuller wrote:
>>>
>>>>
>>>> We got a call today from a customer who also was down last week.
>>>> radio looks fine.Router has a connection.If This Were outsourced
>>>> to tech support where they kick it back to us?
>>>>
>>>> Looks like we will be sending someone out there anyway it might even be
>>>> an id10terror
>>>>
>>>> Sent from my Verizon 4G LTE Smartphone
>>>>
>>>> - Reply message -
>>>> From: "Steve Jones" <thatoneguyst...@gmail.com>
>>>> To: "af@afmug.com" <af@afmug.com>
>>>> Subject: [AFMUG] Serverplus/powercode users, OT
>>>> Date: Fri, Sep 1, 2017 11:39 AM
>>>>
>>>> youre not going to have them powercycle or verify things are plugged in
>>>> correctly? that's ALOT of truck rolls
>>>>
>>>> On Fri, Sep 1, 2017 at 11:11 AM, Matt Hoppes
>>>> <mattli...@rivervalleyinternet.net
>>>> <mailto:mattli...@rivervalleyinternet.net>> wrote:
>>>>
>>>> Exactly... I just signed up with SP and my decision tree is going to
>>>> be extremely simple and straight forward... so easy even a cave man
>>>> can do it.
>>>>
>>>> Is your router on?   Are you connected to your router?  Can you ping
>>>> your router?  Can you ping our modem?  Can I ping our modem?  Do you
>>>> get proper speeds when plugged into our modem?
>>>>
>>>> ESCALATE.   What else is there to troubleshoot locally?  Unless your
>>>> network is @#$@#.
>>>>
>>>> This entire process should take sub 5 minutes to complete.
>>>>
>>>> END RESULT:
>>>> Your computer is borked.
>>>> Your router is borked.
>>>> Our connection to you is borked -- dispatch.
>>>>
>>>> On 9/1/17 8:58 AM, Chuck McCown wrote:
>>>>
>>>> I have good luck with ServerPlus.  Part of the quality you get
>>>> from them
>>>>     depends on the quality of the decision tree you give them.
>>>>
>>>> *From:* Sterling Jacobson
>>>> *Sent:* Thursday, August 31, 2017 10:22 PM
>>>> *To:* af@afmug.com <mailto:af@afmug.com>
>>>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>>>>
>>>>
>>>> Not surprising, but sad to hear things haven’t changed one bit
>>>> with
>>>> ServerPlus in the years since I swore I would never use them
>>>> again, lol!
>>>>
>>>>
>>>>
>>>> *From:* Af [mailto:af-boun...@afmug.com
>>>> <mailto:af-boun...@afmug.com>] *On Behalf Of *Steve Jones
>>>> *Sent:* Thursday, August 31, 2017 8:45 PM
>>>> *To:* af@afmug.com <mailto:af@afmug.com>
>>>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>>>>
>>>>

Re: [AFMUG] Serverplus/powercode users, OT

2017-09-02 Thread Darin Steffl

Steve,

If you're having this much trouble, your decision tree is messed up
somewhere. We've never had them ask for any MAC address for anything. They
generally take calls well for the most part. Sometimes there's a call that
I think WTF are you doing but not many.

We love having serverplus answer calls after hours for us so we at least
know our customers get a human being if they're having trouble. Most calls
that don't go well can be fixed with an update to our decision tree.

I don't think you have your process fine tuned with them yet so I highly
suggest you work with their team to get things figured out. They're easy to
work with and Layne will do his best to make sure you're happy. Just tone
down the attitude a little bit so you don't offend them or who will want to
help you ;)

On Sep 1, 2017 2:36 PM, "Steve Jones" <thatoneguyst...@gmail.com> wrote:

> dispatching for pc support? do you charge for service calls? I can se
> willy nilly dispatch if you charge, revenue driver.
>
> On Fri, Sep 1, 2017 at 2:26 PM, Matt Hoppes <mattlists@
> rivervalleyinternet.net> wrote:
>
>> No.. that's what outsourced should have determined what the issue was.
>> Radio is up... customer has no Internet - dispatch.
>>
>> On 9/1/17 3:14 PM, CBB - Jay Fuller wrote:
>>
>>>
>>> We got a call today from a customer who also was down last week.
>>> radio looks fine.Router has a connection.If This Were outsourced
>>> to tech support where they kick it back to us?
>>>
>>> Looks like we will be sending someone out there anyway it might even be
>>> an id10terror
>>>
>>> Sent from my Verizon 4G LTE Smartphone
>>>
>>> - Reply message -
>>> From: "Steve Jones" <thatoneguyst...@gmail.com>
>>> To: "af@afmug.com" <af@afmug.com>
>>> Subject: [AFMUG] Serverplus/powercode users, OT
>>> Date: Fri, Sep 1, 2017 11:39 AM
>>>
>>> youre not going to have them powercycle or verify things are plugged in
>>> correctly? that's ALOT of truck rolls
>>>
>>> On Fri, Sep 1, 2017 at 11:11 AM, Matt Hoppes
>>> <mattli...@rivervalleyinternet.net
>>> <mailto:mattli...@rivervalleyinternet.net>> wrote:
>>>
>>> Exactly... I just signed up with SP and my decision tree is going to
>>> be extremely simple and straight forward... so easy even a cave man
>>> can do it.
>>>
>>> Is your router on?   Are you connected to your router?  Can you ping
>>> your router?  Can you ping our modem?  Can I ping our modem?  Do you
>>> get proper speeds when plugged into our modem?
>>>
>>> ESCALATE.   What else is there to troubleshoot locally?  Unless your
>>> network is @#$@#.
>>>
>>> This entire process should take sub 5 minutes to complete.
>>>
>>> END RESULT:
>>> Your computer is borked.
>>> Your router is borked.
>>> Our connection to you is borked -- dispatch.
>>>
>>> On 9/1/17 8:58 AM, Chuck McCown wrote:
>>>
>>> I have good luck with ServerPlus.  Part of the quality you get
>>> from them
>>> depends on the quality of the decision tree you give them.
>>>
>>> *From:* Sterling Jacobson
>>> *Sent:* Thursday, August 31, 2017 10:22 PM
>>>     *To:* af@afmug.com <mailto:af@afmug.com>
>>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>>>
>>>
>>> Not surprising, but sad to hear things haven’t changed one bit
>>> with
>>> ServerPlus in the years since I swore I would never use them
>>> again, lol!
>>>
>>>
>>>
>>> *From:* Af [mailto:af-boun...@afmug.com
>>> <mailto:af-boun...@afmug.com>] *On Behalf Of *Steve Jones
>>> *Sent:* Thursday, August 31, 2017 8:45 PM
>>> *To:* af@afmug.com <mailto:af@afmug.com>
>>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>>>
>>>
>>>
>>> Supposed to specifically state not to ask for a mac from box.
>>> Because it
>>> was an issue. But, i bet we get an accurate bill. The bills are
>>> always
>>> consistent. The level of irate i have right now excedes my bac,
>>> thats
>>> pretty high at 944 pm
>>>
>>>
>>>
>>> On Aug 31, 2017 9

Re: [AFMUG] Serverplus/powercode users, OT

2017-09-01 Thread Steve Jones

dispatching for pc support? do you charge for service calls? I can se willy
nilly dispatch if you charge, revenue driver.

On Fri, Sep 1, 2017 at 2:26 PM, Matt Hoppes <
mattli...@rivervalleyinternet.net> wrote:

> No.. that's what outsourced should have determined what the issue was.
> Radio is up... customer has no Internet - dispatch.
>
> On 9/1/17 3:14 PM, CBB - Jay Fuller wrote:
>
>>
>> We got a call today from a customer who also was down last week.
>> radio looks fine.Router has a connection.If This Were outsourced
>> to tech support where they kick it back to us?
>>
>> Looks like we will be sending someone out there anyway it might even be
>> an id10terror
>>
>> Sent from my Verizon 4G LTE Smartphone
>>
>> - Reply message -
>> From: "Steve Jones" <thatoneguyst...@gmail.com>
>> To: "af@afmug.com" <af@afmug.com>
>> Subject: [AFMUG] Serverplus/powercode users, OT
>> Date: Fri, Sep 1, 2017 11:39 AM
>>
>> youre not going to have them powercycle or verify things are plugged in
>> correctly? that's ALOT of truck rolls
>>
>> On Fri, Sep 1, 2017 at 11:11 AM, Matt Hoppes
>> <mattli...@rivervalleyinternet.net
>> <mailto:mattli...@rivervalleyinternet.net>> wrote:
>>
>> Exactly... I just signed up with SP and my decision tree is going to
>> be extremely simple and straight forward... so easy even a cave man
>> can do it.
>>
>> Is your router on?   Are you connected to your router?  Can you ping
>> your router?  Can you ping our modem?  Can I ping our modem?  Do you
>> get proper speeds when plugged into our modem?
>>
>> ESCALATE.   What else is there to troubleshoot locally?  Unless your
>> network is @#$@#.
>>
>> This entire process should take sub 5 minutes to complete.
>>
>> END RESULT:
>> Your computer is borked.
>> Your router is borked.
>> Our connection to you is borked -- dispatch.
>>
>> On 9/1/17 8:58 AM, Chuck McCown wrote:
>>
>>         I have good luck with ServerPlus.  Part of the quality you get
>> from them
>> depends on the quality of the decision tree you give them.
>>
>> *From:* Sterling Jacobson
>> *Sent:* Thursday, August 31, 2017 10:22 PM
>> *To:* af@afmug.com <mailto:af@afmug.com>
>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>>
>>
>> Not surprising, but sad to hear things haven’t changed one bit
>> with
>> ServerPlus in the years since I swore I would never use them
>> again, lol!
>>
>>
>>
>> *From:* Af [mailto:af-boun...@afmug.com
>> <mailto:af-boun...@afmug.com>] *On Behalf Of *Steve Jones
>> *Sent:* Thursday, August 31, 2017 8:45 PM
>> *To:* af@afmug.com <mailto:af@afmug.com>
>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>>
>>
>>
>> Supposed to specifically state not to ask for a mac from box.
>> Because it
>> was an issue. But, i bet we get an accurate bill. The bills are
>> always
>> consistent. The level of irate i have right now excedes my bac,
>> thats
>> pretty high at 944 pm
>>
>>
>>
>> On Aug 31, 2017 9:31 PM, "Josh Luthman"
>> <j...@imaginenetworksllc.com
>> <mailto:j...@imaginenetworksllc.com>> wrote:
>>
>> That idea is coming from somewhere and I too would think it
>> comes
>> from the DT.  None of my calls say anything about MAC (we
>> NAT our SM).
>>
>>
>>
>>
>> Josh Luthman
>> Office: 937-552-2340 
>> <tel:(937)%20552-2340>
>> Direct: 937-552-2343 
>> <tel:(937)%20552-2343>
>> 1100 Wayne St
>> Suite 1337
>> Troy, OH 45373
>>
>>
>>
>> On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett
>> <af...@ics-il.net <mailto:af...@ics-il.net>> wrote:
>>
>> What does your DT say to do?
>>
>>
>>
>> -
>> Mike Hammett
>> Intelligent Computing Solutions <http://www.ics-il.com/>
>> <https://www.facebook.com/ICSIL
>> <https://www.facebook.com/ICSIL>><http

Re: [AFMUG] Serverplus/powercode users, OT

No.. that's what outsourced should have determined what the issue was. 
Radio is up... customer has no Internet - dispatch.


On 9/1/17 3:14 PM, CBB - Jay Fuller wrote:


We got a call today from a customer who also was down last week.
radio looks fine.Router has a connection.If This Were outsourced
to tech support where they kick it back to us?

Looks like we will be sending someone out there anyway it might even be
an id10terror

Sent from my Verizon 4G LTE Smartphone

- Reply message -
From: "Steve Jones" <thatoneguyst...@gmail.com>
To: "af@afmug.com" <af@afmug.com>
Subject: [AFMUG] Serverplus/powercode users, OT
Date: Fri, Sep 1, 2017 11:39 AM

youre not going to have them powercycle or verify things are plugged in
correctly? that's ALOT of truck rolls

On Fri, Sep 1, 2017 at 11:11 AM, Matt Hoppes
<mattli...@rivervalleyinternet.net
<mailto:mattli...@rivervalleyinternet.net>> wrote:

Exactly... I just signed up with SP and my decision tree is going to
be extremely simple and straight forward... so easy even a cave man
can do it.

Is your router on?   Are you connected to your router?  Can you ping
your router?  Can you ping our modem?  Can I ping our modem?  Do you
get proper speeds when plugged into our modem?

ESCALATE.   What else is there to troubleshoot locally?  Unless your
network is @#$@#.

This entire process should take sub 5 minutes to complete.

END RESULT:
Your computer is borked.
Your router is borked.
Our connection to you is borked -- dispatch.

On 9/1/17 8:58 AM, Chuck McCown wrote:

I have good luck with ServerPlus.  Part of the quality you get
from them
depends on the quality of the decision tree you give them.

*From:* Sterling Jacobson
*Sent:* Thursday, August 31, 2017 10:22 PM
*To:* af@afmug.com <mailto:af@afmug.com>
*Subject:* Re: [AFMUG] Serverplus/powercode users, OT


Not surprising, but sad to hear things haven’t changed one bit with
ServerPlus in the years since I swore I would never use them
again, lol!



*From:* Af [mailto:af-boun...@afmug.com
<mailto:af-boun...@afmug.com>] *On Behalf Of *Steve Jones
*Sent:* Thursday, August 31, 2017 8:45 PM
*To:* af@afmug.com <mailto:af@afmug.com>
*Subject:* Re: [AFMUG] Serverplus/powercode users, OT



Supposed to specifically state not to ask for a mac from box.
Because it
was an issue. But, i bet we get an accurate bill. The bills are
always
consistent. The level of irate i have right now excedes my bac,
thats
pretty high at 944 pm



On Aug 31, 2017 9:31 PM, "Josh Luthman"
<j...@imaginenetworksllc.com
<mailto:j...@imaginenetworksllc.com>> wrote:

That idea is coming from somewhere and I too would think it
comes
from the DT.  None of my calls say anything about MAC (we
NAT our SM).




Josh Luthman
Office: 937-552-2340  <tel:(937)%20552-2340>
Direct: 937-552-2343  <tel:(937)%20552-2343>
1100 Wayne St
Suite 1337
Troy, OH 45373



On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett
<af...@ics-il.net <mailto:af...@ics-il.net>> wrote:

What does your DT say to do?



-
Mike Hammett
Intelligent Computing Solutions <http://www.ics-il.com/>
<https://www.facebook.com/ICSIL

<https://www.facebook.com/ICSIL>><https://plus.google.com/+IntelligentComputingSolutionsDeKalb

<https://plus.google.com/+IntelligentComputingSolutionsDeKalb>><https://www.linkedin.com/company/intelligent-computing-solutions

<https://www.linkedin.com/company/intelligent-computing-solutions>><https://twitter.com/ICSIL
<https://twitter.com/ICSIL>>
Midwest Internet Exchange <http://www.midwest-ix.com/>
<https://www.facebook.com/mdwestix

<https://www.facebook.com/mdwestix>><https://www.linkedin.com/company/midwest-internet-exchange

<https://www.linkedin.com/company/midwest-internet-exchange>><https://twitter.com/mdwestix
<https://twitter.com/mdwestix>>
The Brothers WISP <http://www.thebrotherswisp.com/
<http://www.thebrotherswisp.com/>>
<https://www.facebook.com/thebrotherswisp
<https://www.facebook.com/thebrotherswisp>>



<https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg
<https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>>


-

Re: [AFMUG] Serverplus/powercode users, OT

2017-09-01 Thread CBB - Jay Fuller

We got a call today from a customer who also was down last week. radio 
looks fine.Router has a connection.If This Were outsourced to tech 
support where they kick it back to us?

Looks like we will be sending someone out there anyway it might even be an 
id10terror

Sent from my Verizon 4G LTE Smartphone

- Reply message -
From: "Steve Jones" <thatoneguyst...@gmail.com>
To: "af@afmug.com" <af@afmug.com>
Subject: [AFMUG] Serverplus/powercode users, OT
Date: Fri, Sep 1, 2017 11:39 AM

youre not going to have them powercycle or verify things are plugged in 
correctly? that's ALOT of truck rolls

On Fri, Sep 1, 2017 at 11:11 AM, Matt Hoppes 
<mattli...@rivervalleyinternet.net> wrote:
Exactly... I just signed up with SP and my decision tree is going to be 
extremely simple and straight forward... so easy even a cave man can do it.



Is your router on?   Are you connected to your router?  Can you ping your 
router?  Can you ping our modem?  Can I ping our modem?  Do you get proper 
speeds when plugged into our modem?



ESCALATE.   What else is there to troubleshoot locally?  Unless your network is 
@#$@#.



This entire process should take sub 5 minutes to complete.



END RESULT:

Your computer is borked.

Your router is borked.

Our connection to you is borked -- dispatch.



On 9/1/17 8:58 AM, Chuck McCown wrote:


I have good luck with ServerPlus.  Part of the quality you get from them

depends on the quality of the decision tree you give them.



*From:* Sterling Jacobson

*Sent:* Thursday, August 31, 2017 10:22 PM

*To:* af@afmug.com

*Subject:* Re: [AFMUG] Serverplus/powercode users, OT





Not surprising, but sad to hear things haven’t changed one bit with

ServerPlus in the years since I swore I would never use them again, lol!







*From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones

*Sent:* Thursday, August 31, 2017 8:45 PM

*To:* af@afmug.com

*Subject:* Re: [AFMUG] Serverplus/powercode users, OT







Supposed to specifically state not to ask for a mac from box. Because it

was an issue. But, i bet we get an accurate bill. The bills are always

consistent. The level of irate i have right now excedes my bac, thats

pretty high at 944 pm







On Aug 31, 2017 9:31 PM, "Josh Luthman" <j...@imaginenetworksllc.com> wrote:



    That idea is coming from somewhere and I too would think it comes

    from the DT.  None of my calls say anything about MAC (we NAT our SM).









    Josh Luthman

    Office: 937-552-2340 <tel:(937)%20552-2340>

    Direct: 937-552-2343 <tel:(937)%20552-2343>

    1100 Wayne St

    Suite 1337

    Troy, OH 45373







    On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett <af...@ics-il.net> wrote:



        What does your DT say to do?







        -

        Mike Hammett

        Intelligent Computing Solutions <http://www.ics-il.com/>

        
<https://www.facebook.com/ICSIL><https://plus.google.com/+IntelligentComputingSolutionsDeKalb><https://www.linkedin.com/company/intelligent-computing-solutions><https://twitter.com/ICSIL>

        Midwest Internet Exchange <http://www.midwest-ix.com/>

        
<https://www.facebook.com/mdwestix><https://www.linkedin.com/company/midwest-internet-exchange><https://twitter.com/mdwestix>

        The Brothers WISP <http://www.thebrotherswisp.com/>

        <https://www.facebook.com/thebrotherswisp>





        <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>



        



        *From: *"Steve Jones" <thatoneguyst...@gmail.com>

        *To: *af@afmug.com

        *Sent: *Thursday, August 31, 2017 9:25:38 PM





        *Subject: *Re: [AFMUG] Serverplus/powercode users, OT



        Reviving a dead one, cause i can.



        So serverplus, no matter how many times you ask them to stop,

        still asks customers for the mac off their router, even though

        95 percent of the routers on the market list the freaking

        wireless mac. They cant seem to follow simple poe instructions,

        constantly escalating (and billing) when they hook poes up backward.







        If you have another option, look into it. Because right now, ill

        get a follow up, solely because of this post, as i did from the

        original post im replying to.











        I dont mind our own mopes being mopes. I dont even ming paid

        mopes being mopes. What i dont like is mopes, billing us for

        mopery, and escalating response to being mopes when called out

        in public only. Promising to deescalate the mopery, and

        continuing to be mopes and billing for mopery.







        At this point, direct dialing saudi arabia is a better option.

        At least when amrut answers the phone, our custo

Re: [AFMUG] Serverplus/powercode users, OT

2017-09-01 Thread Josh Reynolds

They have to pull up the docs for your network, log into aircontrol or your
billing system or both, maybe login to the radio, check a few things,
document everything they are doing, etc. Then go through the flow chart.

Heck ours even did speed tests from the radio/AP, would check things out by
logging into the customer router, etc.

At the end of the day, it easily cut out 85% of "tier 2/3" calls.  Techs
got to sleep at night, which made them safer, happier, and more productive.
Etc. Pay was also saved, because any time they are answering the phones as
an hourly employee after business hours is .

On Sep 1, 2017 11:52 AM, "Matt Hoppes" <mattli...@rivervalleyinternet.net>
wrote:

> Yes of course...  I'm just saying it's a pretty simple flow chart.
>
> On 9/1/17 12:39 PM, Steve Jones wrote:
>
>> youre not going to have them powercycle or verify things are plugged in
>> correctly? that's ALOT of truck rolls
>>
>> On Fri, Sep 1, 2017 at 11:11 AM, Matt Hoppes
>> <mattli...@rivervalleyinternet.net
>> <mailto:mattli...@rivervalleyinternet.net>> wrote:
>>
>> Exactly... I just signed up with SP and my decision tree is going to
>> be extremely simple and straight forward... so easy even a cave man
>> can do it.
>>
>> Is your router on?   Are you connected to your router?  Can you ping
>> your router?  Can you ping our modem?  Can I ping our modem?  Do you
>> get proper speeds when plugged into our modem?
>>
>> ESCALATE.   What else is there to troubleshoot locally?  Unless your
>> network is @#$@#.
>>
>> This entire process should take sub 5 minutes to complete.
>>
>> END RESULT:
>> Your computer is borked.
>> Your router is borked.
>> Our connection to you is borked -- dispatch.
>>
>> On 9/1/17 8:58 AM, Chuck McCown wrote:
>>
>> I have good luck with ServerPlus.  Part of the quality you get
>> from them
>>     depends on the quality of the decision tree you give them.
>>
>> *From:* Sterling Jacobson
>> *Sent:* Thursday, August 31, 2017 10:22 PM
>> *To:* af@afmug.com <mailto:af@afmug.com>
>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>>
>>
>> Not surprising, but sad to hear things haven’t changed one bit
>> with
>> ServerPlus in the years since I swore I would never use them
>> again, lol!
>>
>>
>>
>> *From:* Af [mailto:af-boun...@afmug.com
>> <mailto:af-boun...@afmug.com>] *On Behalf Of *Steve Jones
>> *Sent:* Thursday, August 31, 2017 8:45 PM
>> *To:* af@afmug.com <mailto:af@afmug.com>
>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>>
>>
>>
>> Supposed to specifically state not to ask for a mac from box.
>> Because it
>> was an issue. But, i bet we get an accurate bill. The bills are
>> always
>> consistent. The level of irate i have right now excedes my bac,
>> thats
>> pretty high at 944 pm
>>
>>
>>
>> On Aug 31, 2017 9:31 PM, "Josh Luthman"
>> <j...@imaginenetworksllc.com
>> <mailto:j...@imaginenetworksllc.com>> wrote:
>>
>> That idea is coming from somewhere and I too would think it
>> comes
>> from the DT.  None of my calls say anything about MAC (we
>> NAT our SM).
>>
>>
>>
>>
>> Josh Luthman
>> Office: 937-552-2340 
>> <tel:(937)%20552-2340>
>> Direct: 937-552-2343 
>> <tel:(937)%20552-2343>
>> 1100 Wayne St
>> Suite 1337
>> Troy, OH 45373
>>
>>
>>
>> On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett
>> <af...@ics-il.net <mailto:af...@ics-il.net>> wrote:
>>
>> What does your DT say to do?
>>
>>
>>
>> -
>> Mike Hammett
>> Intelligent Computing Solutions <http://www.ics-il.com/>
>> <https://www.facebook.com/ICSIL
>> <https://www.facebook.com/ICSIL>><https://plus.google.com/+I
>> ntelligentComputingSolutionsDeKalb
>> <https://plus.google.com/+IntelligentComputingSolutionsDeKalb>><
>> https://www.linkedin.com/company/intelligent-computing-solutions
>> &l

Re: [AFMUG] Serverplus/powercode users, OT


Yes of course...  I'm just saying it's a pretty simple flow chart.

On 9/1/17 12:39 PM, Steve Jones wrote:

youre not going to have them powercycle or verify things are plugged in
correctly? that's ALOT of truck rolls

On Fri, Sep 1, 2017 at 11:11 AM, Matt Hoppes
<mattli...@rivervalleyinternet.net
<mailto:mattli...@rivervalleyinternet.net>> wrote:

Exactly... I just signed up with SP and my decision tree is going to
be extremely simple and straight forward... so easy even a cave man
can do it.

Is your router on?   Are you connected to your router?  Can you ping
your router?  Can you ping our modem?  Can I ping our modem?  Do you
get proper speeds when plugged into our modem?

ESCALATE.   What else is there to troubleshoot locally?  Unless your
network is @#$@#.

This entire process should take sub 5 minutes to complete.

END RESULT:
Your computer is borked.
Your router is borked.
Our connection to you is borked -- dispatch.

On 9/1/17 8:58 AM, Chuck McCown wrote:

I have good luck with ServerPlus.  Part of the quality you get
from them
depends on the quality of the decision tree you give them.

*From:* Sterling Jacobson
*Sent:* Thursday, August 31, 2017 10:22 PM
*To:* af@afmug.com <mailto:af@afmug.com>
        *Subject:* Re: [AFMUG] Serverplus/powercode users, OT


Not surprising, but sad to hear things haven’t changed one bit with
ServerPlus in the years since I swore I would never use them
again, lol!



*From:* Af [mailto:af-boun...@afmug.com
<mailto:af-boun...@afmug.com>] *On Behalf Of *Steve Jones
*Sent:* Thursday, August 31, 2017 8:45 PM
*To:* af@afmug.com <mailto:af@afmug.com>
    *Subject:* Re: [AFMUG] Serverplus/powercode users, OT



Supposed to specifically state not to ask for a mac from box.
Because it
was an issue. But, i bet we get an accurate bill. The bills are
always
consistent. The level of irate i have right now excedes my bac,
thats
pretty high at 944 pm



On Aug 31, 2017 9:31 PM, "Josh Luthman"
<j...@imaginenetworksllc.com
<mailto:j...@imaginenetworksllc.com>> wrote:

That idea is coming from somewhere and I too would think it
comes
from the DT.  None of my calls say anything about MAC (we
NAT our SM).




Josh Luthman
Office: 937-552-2340  <tel:(937)%20552-2340>
Direct: 937-552-2343  <tel:(937)%20552-2343>
1100 Wayne St
Suite 1337
Troy, OH 45373



On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett
<af...@ics-il.net <mailto:af...@ics-il.net>> wrote:

What does your DT say to do?



-
Mike Hammett
Intelligent Computing Solutions <http://www.ics-il.com/>
<https://www.facebook.com/ICSIL

<https://www.facebook.com/ICSIL>><https://plus.google.com/+IntelligentComputingSolutionsDeKalb

<https://plus.google.com/+IntelligentComputingSolutionsDeKalb>><https://www.linkedin.com/company/intelligent-computing-solutions

<https://www.linkedin.com/company/intelligent-computing-solutions>><https://twitter.com/ICSIL
<https://twitter.com/ICSIL>>
Midwest Internet Exchange <http://www.midwest-ix.com/>
<https://www.facebook.com/mdwestix

<https://www.facebook.com/mdwestix>><https://www.linkedin.com/company/midwest-internet-exchange

<https://www.linkedin.com/company/midwest-internet-exchange>><https://twitter.com/mdwestix
<https://twitter.com/mdwestix>>
The Brothers WISP <http://www.thebrotherswisp.com/
<http://www.thebrotherswisp.com/>>
<https://www.facebook.com/thebrotherswisp
<https://www.facebook.com/thebrotherswisp>>



<https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg
<https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>>




*From: *"Steve Jones" <thatoneguyst...@gmail.com
<mailto:thatoneguyst...@gmail.com>>
*To: *af@afmug.com <mailto:af@afmug.com>
*Sent: *Thursday, August 31, 2017 9:25:38 PM


*Subject: *Re: [AFMUG] Serverplus/powercode users, OT

Reviving a dead one, cause i can.

So serverplus, no matter how many times you ask them to
stop,
still asks customers for the mac off their router, even
though
9

Re: [AFMUG] Serverplus/powercode users, OT

2017-09-01 Thread Josh Reynolds

It took sws about 2 months to get them squared away. Our experience with
them is/was great.

Listen, at the end of the day, they're just people. People who are working
a fairly low rate job. If you're personal with them and get to know the
techs, form a relationship, they'll take care of you.

Sometimes people have bad days. Hopefully they have more good than bad. And
nobody, nobody, will ever do it the "perfect" way every time - the
motivation to do so just isn't there.

On Sep 1, 2017 11:09 AM, "Matt Hoppes" <mattli...@rivervalleyinternet.net>
wrote:

GTC is no better.   The experience I've had with GTC are the techs do not
sound engaged at all.  They sound like they are miles away from the phone.
They sound like they are busy doing other things on the computer while they
should be talking to you.  They are slow to address the customer dragging a
simple support call out 10-15 minutes (even though it's a flat pay rate).




On 9/1/17 12:23 AM, Josh Reynolds wrote:

> Checkout ygtc
>
> On Aug 31, 2017 11:22 PM, "Sterling Jacobson" <sterl...@avative.net
> <mailto:sterl...@avative.net>> wrote:
>
> Not surprising, but sad to hear things haven’t changed one bit with
> ServerPlus in the years since I swore I would never use them again,
> lol!
>
> __ __
>
> *From:* Af [mailto:af-boun...@afmug.com
> <mailto:af-boun...@afmug.com>] *On Behalf Of *Steve Jones
> *Sent:* Thursday, August 31, 2017 8:45 PM
> *To:* af@afmug.com <mailto:af@afmug.com>
> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>
> __ __
>
>
> Supposed to specifically state not to ask for a mac from box.
> Because it was an issue. But, i bet we get an accurate bill. The
> bills are always consistent. The level of irate i have right now
> excedes my bac, thats pretty high at 944 pm
>
> __ __
>
>
> On Aug 31, 2017 9:31 PM, "Josh Luthman" <j...@imaginenetworksllc.com
> <mailto:j...@imaginenetworksllc.com>> wrote:
>
>
> That idea is coming from somewhere and I too would think it
> comes from the DT.  None of my calls say anything about MAC (we
> NAT our SM).
>
>
> 
>
> __ __
>
> Josh Luthman
> Office: 937-552-2340 <tel:(937)%20552-2340>
> Direct: 937-552-2343 <tel:(937)%20552-2343>
>
> 1100 Wayne St
> Suite 1337
> Troy, OH 45373
>
> __ __
>
>
> On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett <af...@ics-il.net
> <mailto:af...@ics-il.net>> wrote:
>
> What does your DT say to do?
>
>
>
> -
> Mike Hammett
> Intelligent Computing Solutions <http://www.ics-il.com/>
> <https://www.facebook.com/ICSIL><https://plus.google.com/+In
> telligentComputingSolutionsDeKalb><https://www.linkedin.com/
> company/intelligent-computing-solutions><https://twitter.com/ICSIL>
> Midwest Internet Exchange <http://www.midwest-ix.com/>
> <https://www.facebook.com/mdwestix><https://www.linkedin.
> com/company/midwest-internet-exchange><https://twitter.com/mdwestix>
> The Brothers WISP <http://www.thebrotherswisp.com/>
> <https://www.facebook.com/thebrotherswisp>
>
>
> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>
>
> 
> 
>
> *From: *"Steve Jones" <thatoneguyst...@gmail.com
> <mailto:thatoneguyst...@gmail.com>>
> *To: *af@afmug.com <mailto:af@afmug.com>
> *Sent: *Thursday, August 31, 2017 9:25:38 PM
>
>
> *Subject: *Re: [AFMUG] Serverplus/powercode users, OT
>
> Reviving a dead one, cause i can.
>
>
> So serverplus, no matter how many times you ask them to
> stop, still asks customers for the mac off their router,
> even though 95 percent of the routers on the market list the
> freaking wireless mac. They cant seem to follow simple poe
> instructions, constantly escalating (and billing) when they
> hook poes up backward.
>
> __ __
>
>
> If you have another option, look into it. Because right now,
> ill get a follow up, solely because of this post, as i did
> from the original post im replying to. 
>
> __ __
>
>

Re: [AFMUG] Serverplus/powercode users, OT

2017-09-01 Thread Steve Jones

youre not going to have them powercycle or verify things are plugged in
correctly? that's ALOT of truck rolls

On Fri, Sep 1, 2017 at 11:11 AM, Matt Hoppes <
mattli...@rivervalleyinternet.net> wrote:

> Exactly... I just signed up with SP and my decision tree is going to be
> extremely simple and straight forward... so easy even a cave man can do it.
>
> Is your router on?   Are you connected to your router?  Can you ping your
> router?  Can you ping our modem?  Can I ping our modem?  Do you get proper
> speeds when plugged into our modem?
>
> ESCALATE.   What else is there to troubleshoot locally?  Unless your
> network is @#$@#.
>
> This entire process should take sub 5 minutes to complete.
>
> END RESULT:
> Your computer is borked.
> Your router is borked.
> Our connection to you is borked -- dispatch.
>
> On 9/1/17 8:58 AM, Chuck McCown wrote:
>
>> I have good luck with ServerPlus.  Part of the quality you get from them
>> depends on the quality of the decision tree you give them.
>>
>> *From:* Sterling Jacobson
>> *Sent:* Thursday, August 31, 2017 10:22 PM
>> *To:* af@afmug.com
>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>>
>>
>> Not surprising, but sad to hear things haven’t changed one bit with
>> ServerPlus in the years since I swore I would never use them again, lol!
>>
>>
>>
>> *From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones
>> *Sent:* Thursday, August 31, 2017 8:45 PM
>> *To:* af@afmug.com
>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>>
>>
>>
>> Supposed to specifically state not to ask for a mac from box. Because it
>> was an issue. But, i bet we get an accurate bill. The bills are always
>> consistent. The level of irate i have right now excedes my bac, thats
>> pretty high at 944 pm
>>
>>
>>
>> On Aug 31, 2017 9:31 PM, "Josh Luthman" <j...@imaginenetworksllc.com>
>> wrote:
>>
>> That idea is coming from somewhere and I too would think it comes
>> from the DT.  None of my calls say anything about MAC (we NAT our SM).
>>
>>
>>
>>
>> Josh Luthman
>> Office: 937-552-2340 <tel:(937)%20552-2340>
>> Direct: 937-552-2343 <tel:(937)%20552-2343>
>> 1100 Wayne St
>> Suite 1337
>> Troy, OH 45373
>>
>>
>>
>> On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett <af...@ics-il.net>
>> wrote:
>>
>> What does your DT say to do?
>>
>>
>>
>> -
>> Mike Hammett
>> Intelligent Computing Solutions <http://www.ics-il.com/>
>> <https://www.facebook.com/ICSIL><https://plus.google.com/+In
>> telligentComputingSolutionsDeKalb><https://www.linkedin.com/
>> company/intelligent-computing-solutions><https://twitter.com/ICSIL>
>> Midwest Internet Exchange <http://www.midwest-ix.com/>
>> <https://www.facebook.com/mdwestix><https://www.linkedin.
>> com/company/midwest-internet-exchange><https://twitter.com/mdwestix>
>> The Brothers WISP <http://www.thebrotherswisp.com/>
>> <https://www.facebook.com/thebrotherswisp>
>>
>>
>> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>
>>
>> 
>> 
>>
>> *From: *"Steve Jones" <thatoneguyst...@gmail.com>
>> *To: *af@afmug.com
>> *Sent: *Thursday, August 31, 2017 9:25:38 PM
>>
>>
>> *Subject: *Re: [AFMUG] Serverplus/powercode users, OT
>>
>> Reviving a dead one, cause i can.
>>
>> So serverplus, no matter how many times you ask them to stop,
>> still asks customers for the mac off their router, even though
>> 95 percent of the routers on the market list the freaking
>> wireless mac. They cant seem to follow simple poe instructions,
>> constantly escalating (and billing) when they hook poes up
>> backward.
>>
>>
>>
>> If you have another option, look into it. Because right now, ill
>> get a follow up, solely because of this post, as i did from the
>> original post im replying to.
>>
>>
>>
>>
>>
>> I dont mind our own mopes being mopes. I dont even ming paid
>> mopes being mopes. What i dont like is mopes, billing us for
>> mopery, and esca

Re: [AFMUG] Serverplus/powercode users, OT

Exactly... I just signed up with SP and my decision tree is going to be
extremely simple and straight forward... so easy even a cave man can do it.

Is your router on? Are you connected to your router? Can you ping
your router? Can you ping our modem? Can I ping our modem? Do you get
proper speeds when plugged into our modem?

ESCALATE. What else is there to troubleshoot locally? Unless your
network is @#$@#.

This entire process should take sub 5 minutes to complete.

END RESULT:
Your computer is borked.
Your router is borked.
Our connection to you is borked -- dispatch.

On 9/1/17 8:58 AM, Chuck McCown wrote:

I have good luck with ServerPlus. Part of the quality you get from them
depends on the quality of the decision tree you give them.

*From:* Sterling Jacobson
*Sent:* Thursday, August 31, 2017 10:22 PM
*To:* af@afmug.com
*Subject:* Re: [AFMUG] Serverplus/powercode users, OT

Not surprising, but sad to hear things haven’t changed one bit with
ServerPlus in the years since I swore I would never use them again, lol!

*From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones
*Sent:* Thursday, August 31, 2017 8:45 PM
*To:* af@afmug.com
*Subject:* Re: [AFMUG] Serverplus/powercode users, OT

Supposed to specifically state not to ask for a mac from box. Because it
was an issue. But, i bet we get an accurate bill. The bills are always
consistent. The level of irate i have right now excedes my bac, thats
pretty high at 944 pm

On Aug 31, 2017 9:31 PM, "Josh Luthman" <j...@imaginenetworksllc.com> wrote:

That idea is coming from somewhere and I too would think it comes
from the DT. None of my calls say anything about MAC (we NAT our SM).

Josh Luthman
Office: 937-552-2340 <tel:(937)%20552-2340>
Direct: 937-552-2343 <tel:(937)%20552-2343>
1100 Wayne St
Suite 1337
Troy, OH 45373

On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett <af...@ics-il.net> wrote:

What does your DT say to do?

-
Mike Hammett
Intelligent Computing Solutions <http://www.ics-il.com/>

<https://www.facebook.com/ICSIL><https://plus.google.com/+IntelligentComputingSolutionsDeKalb><https://www.linkedin.com/company/intelligent-computing-solutions><https://twitter.com/ICSIL>
Midwest Internet Exchange <http://www.midwest-ix.com/>

<https://www.facebook.com/mdwestix><https://www.linkedin.com/company/midwest-internet-exchange><https://twitter.com/mdwestix>
The Brothers WISP <http://www.thebrotherswisp.com/>
<https://www.facebook.com/thebrotherswisp>

<https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>

*From: *"Steve Jones" <thatoneguyst...@gmail.com>
*To: *af@afmug.com
*Sent: *Thursday, August 31, 2017 9:25:38 PM

*Subject: *Re: [AFMUG] Serverplus/powercode users, OT

Reviving a dead one, cause i can.

So serverplus, no matter how many times you ask them to stop,
still asks customers for the mac off their router, even though
95 percent of the routers on the market list the freaking
wireless mac. They cant seem to follow simple poe instructions,
constantly escalating (and billing) when they hook poes up backward.

If you have another option, look into it. Because right now, ill
get a follow up, solely because of this post, as i did from the
original post im replying to.

I dont mind our own mopes being mopes. I dont even ming paid
mopes being mopes. What i dont like is mopes, billing us for
mopery, and escalating response to being mopes when called out
in public only. Promising to deescalate the mopery, and
continuing to be mopes and billing for mopery.

At this point, direct dialing saudi arabia is a better option.
At least when amrut answers the phone, our customers
expectations drop to the level of outsource. And amrut will
actually be consistent.

On Jul 12, 2017 7:10 AM, "Josh Luthman"
<j...@imaginenetworksllc.com> wrote:

I'm not Direct TV and don't want to be compared to them.

Josh Luthman
Office: 937-552-2340 <tel:(937)%20552-2340>
Direct: 937-552-2343 <tel:(937)%20552-2343>
1100 Wayne St
Suite 1337
Troy, OH 45373

On Jul 11, 2017 10:43 PM, "Darin Steffl"
<darin.ste...@mnwifi.com> wrote:

I am happy what we pay with the average hold times
averaging 1-2 minutes. Our residential subs don't need
hold times any shorter than that for after hours

Re: [AFMUG] Serverplus/powercode users, OT