[Asterisk-biz] RFQ: USA IAX Services, focused on support

Mon Nov 7 11:30:44 MST 2005

Thanks Angus:  

Yes, John Riordan founded Interport and built that network. He is doing the same for Junction Networks.  Mike Oeth, ran sales and support for Interport and is doing the same here.  Both went on to leadership positions at RCN when Interport was sold to RCN.  Thankfully, they are both here at Junction Networks!

I was not at Interport, I was busy at IBM.

You can expect the same level of professionalism here as you got at Interport!

  ----- Original Message ----- 
  From: Angus Campbell 
  To: Commercial and Business-Oriented Asterisk Discussion 
  Sent: Monday, November 07, 2005 1:22 PM
  Subject: Re: [Asterisk-biz] RFQ: USA IAX Services, focused on support

  If these guys were the founders of Interport as mentioned below, then I can vouch for their history of professionalism.  Interport was a wonderful ISP with great customer service.

  Angus Campbell
  Aegis Reporting
  Aegis Management Associates, Inc.
  New York, NY
  212-517-1100 

  Robert Wolpov wrote: 
    Please consider Junction Networks.  We focus on service.  We answer the phone between 9-6 +.  The "+" is because if we can  answer the phone after hours, we will answer the phone at any time.  If we miss your call, as you SHOULD expect, we call you back asap, regardless of your issue.  We have a case ticketing system that we use internally to track and inform our customers with.  It will also be available to existing customers shortly through our user portal.

    We have no monthly commitments or channel charges.  We do have a small monthly DID charge of $2.00.  We can port your numbers to us.

    We have an extremely reliable network.  Our infrastructure is located at 60 Hudson Street, NYC, the number one telco hotel in the country.   

    Junction Networks was founded and is run by industry veterans from IBM, MFN, RCN, etc.  The founders previously launched the largest ISP in NYC in mid-90's, Interport.  The company was purchased by RCN.  

    We know what business customers need: reliability, service and professionalism.  We deliver it.  

    We are not the cheapest but as many of you probably know, you get what you pay for.  

    I invite Junction Networks customers reading this to offer their experience with other readers.  

    Sincerely,

    Rob Wolpov
    rob at junctionnetworks.com
    800-801-3381 extension 7002
    www.junctionnetworks.com

      ----- Original Message ----- 
      From: tmassey at obscorp.com 
      To: Commercial and Business-Oriented Asterisk Discussion 
      Sent: Monday, November 07, 2005 2:22 PM
      Subject: [Asterisk-biz] RFQ: USA IAX Services, focused on support

      The recent flamewar has spurred me to put out this RFQ.  I would like to know what alternatives exist for customers who are interested in IAX services that are focused on support.  It seems every e-mail and every website advertising service leads with price, and service isn't even mentioned.  Well, I want it the other way. 

      So, I'm hoping that I can send out this RFQ and get some options from companies that lead with the quality of their support, as well as a reliable product.  Here's my list of priorities.  The first two are must-have's, the rest nice-to-haves. 

      1) The ability to call a telephone number and speak to someone with technical knowledge.  It doesn't have to be the first person I speak to.  I just want to be able to speak to someone who can get me where I need to be.  8-5 M-F is a requirement, but 24 hours (or at least weekends) would be very nice. 

      2) A highly reliable network.  While I want good service to be available, I'd rather not use it! 

      3) Some way of being able to monitor the status of technical requests.  Something that shows me when work is done, without me having to bug people. 

      4) Toll-free DID's with the ability to transfer my current numbers. 

      5) Month-to-month terms 

      6) No monthly fees:  straight per-minute, preferably with 6/6 billing. 

      7) Price. 

      You will notice that price is last.  I will pay more for a provider that can provide all of these items than one that does not.  Of course, there is a limit on price.  But I'd pay a *lot* more than $0.009 a minute for a provider that provides all six items on that list. 

      I do not think this list is too hard.  For example, I get exactly this level of support from one of my ISP's (Speakeasy.net), whether it's with bonded T1's or their least expensive ADSL.  I can call and get a person 24x7.  I can get technical support 24x7.  And I even get calls back.  I've experienced it.  All I want is a VoIP provider that works the same way.  They're more expensive than many providers:  While SBC might charge $25 for a low end ADSL connection, Speakeasy might charge $70.  Service does come at a price.  But worth every single penny. 

      I would love to hear from actual customers.  But please don't say "Provider X's service rocks!" if you've *never* had a major support issue.  If you plugged it in and turned it on, I would *expect* it would work.  *Anyone* can deliver great customer support when things are working!  Tell me about times when you've had problems and how customer support handled it then.  Did they answer the phone?  Did they call you back?  Did they e-mail you back personally within an hour?  With a solution?  Or a deadline for a soluiton?  Did they stick to it?  Or didn't they? 

      Thank you all very much for your response. 

      Tim Massey 

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