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

[Marco Signorini]

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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