Thoughts

[genxweb]

Burris i am confused on your response. I support my customers as far as I can unfortunately without insight into the back end and the ability to view the servers / logs / connections and so on I can not sit there with them trouble shooting issues like I do for my other customers for other products I offer. What I have to do instead is send a ticket to support saying account # blah is having a issue here is what it is.

One thing I have been working on is scrapping the Voipo twitter feed replacing the voipo name with my name and using it as a rss feed for customers to see the status on the back end network before saying there is a issue.

[burris]

Burris i am confused on your response. I support my customers as far as I can unfortunately without insight into the back end and the ability to view the servers / logs / connections and so on I can not sit there with them trouble shooting issues like I do for my other customers for other products I offer. What I have to do instead is send a ticket to support saying account # blah is having a issue here is what it is.

One thing I have been working on is scrapping the Voipo twitter feed replacing the voipo name with my name and using it as a rss feed for customers to see the status on the back end network before saying there is a issue.

I still have some confusion about how support should be performed for a VOIP reseller. Again, way back, as resellers, we did all the support and we had no access to any CPE....we took the trouble call, called the NOC and analyzed the problem. Most business problems, and that's all we did then, were problems with their PBX equipment, etc. If a network was down, that was easy...hold their hand and apologize. Since it was the customer's equipment nearly all the time, I suppose the same analogy would hold true here....except that the provider could possibly log into the customers router and try to define the problem further....still understanding that if it is the customers problem, they cannot set up a truck roll.

I would find it interesting if perhaps Tim could join in this thread and tell us if it is any different than what my experience was. His input would be more valuable since he lives it every day....and sometimes at night as well.