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

Sun Sep 5 16:36:35 CDT 2010

Thanks for the feedback Marco. I will keep it in mind to contact directly
next time.

I didn't want to spend your resources when I am demoing the system.
I believe in paid support and occasional support on the forums if one exists
for a project. It just got me that there was no response in few days to
anyone's posts. So, I thought maybe the project is in the process of dieing
or going away and wanted to assure myself that this is not true and that
spending money on the licenses are not foolish. It was a matter of getting a
second opinion from your clients (to be unbiased); and I see that you have
strong supporters so it gives me peace of mind.

So, I absolutely have no dissatisfaction from any direct contact with your
team and I already like the product like I said previously.

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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