[asterisk-biz] QueueMetrics support SLA - Are they usually available for support or are they a really small one man run company?

Tue Sep 28 00:13:25 CDT 2010

Hi Bruce.
I've received it.. But it was at 3.00am in Europe so I was sleeping...

I'll answer as soon I'll be in the office.

Thanks.
Marco.

Inviato da iPhone

Il giorno 28/set/2010, alle ore 02.58, bruce bruce  
<bruceb444 at gmail.com> ha scritto:

> Hi Marco,
>
> I tired sending an e-mail to you privately but your provider is  
> rejecting as this address doesn't exist. Are you still in business  
> with the same e-mail address?
>
> Regards,
> Bruce
>
> On Sun, Sep 5, 2010 at 4:52 PM, Marco Signorini  
> <marcotasto at libero.it> wrote:
> Hi,
> I'm sorry to hear that we have a potential customer unsatisfied and  
> I'm
> taking the responsibility to search your post in QM forum and to  
> answer
> you personally tomorrow morning (here is now Sunday, 22:50PM).
>
> Moreover, but this is my personal idea, I wouldn't base my opinion  
> on a
> particular Company support team by posting a question on a forum  
> (even if
> it is the Company official one).
> A forum... is a publicly and free available wall board where people  
> can
> share their opinions and/or problems but I do not expect to have an  
> answer
> in the shortest possible time, neither to have it directly from the
> Company staff.
> I would, probably, search for a more official channel like, for  
> example, a
> contact e-mail.
> For this reason, if you have an urgent problem, I suggest you to  
> send an
> e-mail to our RT ticketing system where you can reach directly the
> technical and/or the sales staff and have a (free of charge) personal
> answer.
>
> Thank you and regards,
> Marco Signorini.
>
>
>
>
> > You shouldn't really take this personally.
> >
> > ***More importantly, you should NEVER try to censor people on a  
> public
> > forum
> > like this list. I am sure there are moderators for this who will  
> act when
> > needed. Your attempts are really futile.
> >
> > As I mentioned I really like the product but I do form an opinion  
> if I am
> > going to buy it. Queuemetrics, Vicidial, or any other product is  
> still a
> > product that can fall under criticism or applause. Don't take the  
> word
> > "ugly" out of context and use it for your drama fantasies. My  
> response may
> > have sounded biased against Vicidial however no bashing was  
> intended as I
> > was referring to Vicdial's UI and not it's core functions. I find
> > both Queuemetrics and Vicidial as very powerful and feature-rich  
> products
> > and I am not debating the core products at all. But rather, the  
> support
> > which is as important as the product itself.
> >
> > I stated the facts and the statistics from the QueueMetrics forums  
> - It
> > was
> > not to dis as said before. I was wondering if their paid support is
> > offline
> > too when their forum is in sleeping state. Anyhow, now it's clear  
> to me
> > that
> > paid support is top priority for QueueMetrics and as long as it's  
> that
> > transparent I don't have any problem it's support model as I won't  
> expect
> > more.
> >
> > Finally, I only value the part of your post which assures that paid
> > support
> > has great support. The rest of your post was blah blah blah.....
> >
> > Thanks
> >
> >
> > On Sun, Sep 5, 2010 at 11:50 AM, Matthew J. Roth  
> <mroth at imminc.com> wrote:
> >
> >> Bruce wrote:
> >> >
> >> > However, as a service provider I will become very careful in my
> >> > dealings with a company which has a forum up and doesn't post a
> >> > single response to any of it's users in 10 Days (last post
> >> > responded August 27th). Who doesn't go on Holidays? But we all  
> make
> >> > sure that there are arrangements in place.
> >> >
> >> > I think it's not only bad marketing on QueueMetrics part but  
> also a
> >> > serious concern to anyone wondering what if this company goes  
> belly
> >> > and what happens to my licenses and my clients who have this  
> product
> >> > installed already and rely on.
> >> >
> >> > As much as I would like to stay away from an ugly product like
> >> > Vicidial, I would have tendencies to go it rather than  
> QueueMetrics
> >> > if I am not assured that QueueMetrics has people who can manage
> >> > holidays without operation disruptions.
> >>
> >>
> >> Bruce,
> >>
> >> We rely upon QueueMetrics for monitoring our call center and we'd  
> be in
> >> quite a bit of trouble if they spontaneously went out of  
> business.  That
> >> said, I've never once had that worry.  I deal directly with the  
> head
> >> developer on a regular basis and I can tell you from personal  
> experience
> >> that he and his entire team are extremely professional, reliable,  
> and
> >> responsive.  We also work closely with the head developer of  
> VICIdial
> >> and he
> >> is top notch, as well.
> >>
> >> QueueMetrics and VICIdial are two very different products and I  
> wouldn't
> >> consider one as a drop-in replacement for the other.  VICIdial is  
> a call
> >> center suite and can be used as a predictive dialer and/or as an  
> ACD
> >> with
> >> its own queuing system.  QueueMetrics is a call center monitor  
> that is
> >> driven directly off of Asterisk's queue_log.  You'll be best off  
> if you
> >> ignore your phantom concerns and pick the one that suits your  
> needs.
> >>
> >> Finally, I don't think you're in a position to publicly criticize  
> two
> >> established products as you did.  You call yourself a service  
> provider,
> >> yet
> >> you clearly rely heavily upon the knowledge of others (you ask a  
> lot of
> >> questions on the Asterisk lists, but have you ever answered one?)  
> and
> >> you
> >> post anonymously from a free webmail account to gather that  
> knowledge
> >> (are
> >> you afraid that it would be "bad marketing" if your customers saw
> >> this?).
> >>  You should consider establishing your product and posting about it
> >> publicly
> >> before calling other products unreliable or ugly.
> >>
> >> Regards,
> >>
> >> Matthew Roth
> >> InterMedia Marketing Solutions
> >> Software Engineer and Systems Developer
> >>
> >> --
> >>  
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