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

Tue Sep 28 09:22:45 CDT 2010

Hi Marco,

Thanks. I will await your instructions.

We are anxious to get our new license so please help us get this over with
as this is the first customer and we have another one waiting till we get
the results.

Regards,
Bruce

On Tue, Sep 28, 2010 at 1:13 AM, Marco Signorini <marcotasto at libero.it>wrote:

> 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>
> 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>
>> 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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