Just a simply query....

[Q-Dude]

Just wondering - if to have a dedicated server company and have support like:

24/7 linux support - Live chat, Trouble Tickets, e-mail support. (proper 24/7 support)

Sales and general support/querys - trouble tickets, e-mail - answered relativley quickly between 9am - 5pm. - after those hours (office hours) they may be answered within an hour plus if after 10pm not untill the next morning.

Land line/mobile phone support for sales and general support/querys. Though the majority of the time if down the Data centre would be re-dirrected to mobile phone. (9 am untill 5pm)

24/7 phone/mobile for emergancy - ie if a server is down and cannot be fixed (clients fault) or server is down due to our own faults of network.

Though it would be more mobile than land line.

Times would be the office hours in which such staff would work.

That is the sort of support I would offer - how would improvments be made or is that a fluent way of doing things? - Also - professionalism - would having AIM, MSN, YAHOO, ICQ be a good idea or is that unprofessional - or a more personal approach?

Do you think such support is good or bad? - I would say the majority of support needed when dedicated servers are being solf is linux/the os support with help on it would you not agree? Sales etc would be answered relativley quickly in office hours.

Please state what you think/feel

Thanks

Q-Dude

The guy with all the questions and none of the answers

[markblair]

Well, my suggestions would be to not state it as 24/7 support since technically it wouldn't be. You would be monitoring the servers 24/7 but when people read that there is 24/7 support available, they expect to be able to e-mail someone at 3:00am. If that isn't the case, then maybe state that the servers are monitored 24/7 but support hours are ...

Also, in regards to using IM programs for support, I've seen people use these in the past and they can quickly get abused. I think the best options would be to install a Help Desk script such as PerlDesk or even have some sort of LiveChat feature instead. Even if you aren't online, customers can submit their questions which will be e-mailed to you. You can then respond when you are back in the office.

I agree that sales questions can be kept to just office hours. You just now need to find out if the people buying your service would mind having support only to a certain hour (outside of server monitoring) or if they'd prefer actual 24/7 support for all issues.

I hope this information was helpful. Good luck!

[Q-Dude]

Oh I do not think you understood - the linux support would be 24/7 - 3 staff working 8 hour shifts upon each other = 24/7.

It would be linux tech support ie if someone needs ot know how to do something - they can post in the trouble ticket function or go on live chat and ask.

so it would be 24/7.

The Sales and enquiries support would be only phone during those hours - otherwise trouble ticket and e-mail suport - seem better?

Good idea o leaving the IM out then :).

Would have trouble ticket and e-mail and live chat form the start - thats what I was trying to say!

Regards

Steve

[markblair]

Ahhh, gotcha'. I wondered about that because you did say 24/7 Linux support but the rest made it sound like there would be support until 10:00pm. Okay, my fault... :)

The rest, you're right. I think by offering a ticket system, e-mail and live chat is plenty and should work out great.

:baghead:

[beley]

Originally posted by Q-Dude:

Oh I do not think you understood - the linux support would be 24/7 - 3 staff working 8 hour shifts upon each other = 24/7.

It would be linux tech support ie if someone needs ot know how to do something - they can post in the trouble ticket function or go on live chat and ask.

so it would be 24/7.

The Sales and enquiries support would be only phone during those hours - otherwise trouble ticket and e-mail suport - seem better?

Good idea o leaving the IM out then :).

Would have trouble ticket and e-mail and live chat form the start - thats what I was trying to say!

Regards

Steve Do you mean the "Bob doesn't care" kind of support (outsourced to India)? Might want to rethink your strategy. I thought of signing up with a third party support company a while back and a company I was hosting with actually did before me. The staff is very knowledgeable but couldn't understand a word of English. A lot of good it does if most of your customers are in the US... :rolleyes:

[Q-Dude]

India? - no not at all they would be my staff and living in the UK - so they speak english - maybe have a german and a french player as well for help. - no out sourced support - its better to keep it inside - more reliable would you not agree?

[beley]

Definately... :)

[Q-Dude]

Do you think it is unprofessional not to have a land line but only mobile number - what do you think of that - for example if I were to be out all the time at the DC the only way anyone could contact me = mobile. Or is it worth having a Landline and having it redirrect if not in office?

Q-Dude

[Adam]

I will be providing my customers with forum support, kind of like tickets but on a forum i guess - just so its more 'communal' and people can also discuss other things with other users. Yetstill have their problems solved openly. This WILL be 24/7 as i will be have my team of customer services working in rotation.

I willoffer telephone support for emergencies only, otherwise normal suppt queries are to be answered via the forum.

Sales is restrictied however to business hours, not because i dont want the business but because when someone signs up there are a few authoirsation forms they have to sign and fax back, ie credit card authorisation forms and i then have to contact the bank.

Live chat im still thinking about, its a possibility for sure.

No it is not unprofessional to have a mobile - but i just think a landline would be a good asset also.

[Q-Dude]

Thankyou Adam - :)

[Adam]

No problemo mon!