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

Mon Sep 27 19:58:17 CDT 2010

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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