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  1. #1

    Hint for resellers

    It should NOT take 2-3 DAYS to resolve a trouble ticket...(sterlet)

    If it takes you more than 8 HOURS to resolve troubles then you really need to work on your tech help..... 2-3 HOURS is more like it.


    Thanks for letting me rant...

  2. #2
    Join Date
    Mar 2002
    Location
    Chesterton, IN
    Posts
    792
    Thanks PAE, but I seriously think most of us know what we need and don't need. It is basically: If the customer complains, THEN you have a problem .
    Matt De Leon
    GreekComm - http://www.greekcomm.com/
    Online Community for Greek Fraternities and Sororities.

  3. #3
    Then this is me complaining because opening trouble tickets doesn't seem to help (sterlet).

  4. #4
    Join Date
    Jul 2002
    Posts
    433
    I'm packing my bags


  5. #5
    Join Date
    Jan 2002
    Location
    Scotland, UK
    Posts
    2,687
    The "acceptable" response time varies from customer to customer and obviously the priority of the request.

    For example a technical ticket may be acceptability responded to within 1 - 2 hours, whereas a billing ticket may be acceptability responded to within 24 hours. It all boils down to what the client sees as an "acceptable" response time. In this case you didn't see the response times from sterlet acceptable but other clients may well have.
    Chris Adams - CEO - Rochen Ltd. - chris (at) rochen (dot) com

    Now offering both US & UK premium business hosting, reseller hosting and managed virtualized services.
    rochen.com | rochen.co.uk | blog.rochen.com | forums.rochen.com | Twitter: @rochenhost

  6. #6
    Join Date
    Jul 2002
    Posts
    206
    In this case you didn't see the response times from sterlet acceptable but other clients may well have.
    looking at the attitude of sterlet.net support...
    doesn't seem many clients have the acceptable thing.. unless..
    1) u don't need their support (not likely, u need to because of their cool downtime)
    2) if due to any reason u get free account from them (umm.. maybe/maybe not)
    3) if thats your mother-in-law's co. (cannot complain...)
    4) if u don't care about anything (pls then join sterlet.net... perfect team.. they also don't care.. and u also.. )

    Though i quoted rochen's sentence.. but my reply is general (u = anyone) .. as rochen don't need any sterlet account i think

  7. #7
    Join Date
    Feb 2002
    Location
    Australia
    Posts
    24,009
    Originally posted by Tux-e-do
    I'm packing my bags

    back to another Aussie.
    AussieHost.com Aussie Bob, host since 2001
    Host Multiple Domains on Fast Australian Servers!!

  8. #8
    Join Date
    Jul 2002
    Posts
    433


    If I could get the same deal in Oz I would be.

    I'm looking at Voxtreme, but would like to know if they have shell access?

  9. #9
    Join Date
    Jul 2002
    Posts
    433
    Originally posted by AceWeb


    Way I ask from where and why?
    From sterlet because I have had too many complaints related to my services

  10. #10
    Join Date
    Feb 2002
    Location
    Australia
    Posts
    24,009
    Originally posted by Tux-e-do


    If I could get the same deal in Oz I would be.
    Highly unlikely you'll get reseller type accounts with all the features and price from servers located in Australia. We're Australian based [although 1 tech from USA] and our servers are in the USA NAC datacenter. Most of our clients are internationally based anyways.
    AussieHost.com Aussie Bob, host since 2001
    Host Multiple Domains on Fast Australian Servers!!

  11. #11
    Join Date
    Mar 2002
    Location
    Horsham, Victoria, Aust
    Posts
    210

    Ahhh one day in a perfect world when ziggy has been either:

    a). Sacked
    b). Retired
    c). Hit on the head
    d). All of the above

    we will have cheap high speed bandwith available and everyone will own their own datacentre or know someone who does...

    damn i was dreaming again....

    LOL
    Alpine Hosting - Australian & US General and Reseller Hosting - Dual Xeon Servers - 24/7 Support
    Dedicated Servers Australia -Australian Managed and Unmanaged Servers and Co-Location

  12. #12
    Join Date
    Feb 2002
    Location
    Australia
    Posts
    24,009
    Originally posted by Snowman30

    Ahhh one day in a perfect world when ziggy has been either:

    a). Sacked
    b). Retired
    c). Hit on the head
    d). All of the above

    we will have cheap high speed bandwith available and everyone will own their own datacentre or know someone who does...

    damn i was dreaming again....

    LOL
    For those of you folks unfortunate enough not to live in Australia, Snowman is talking about the CEO [Ziggy] of Telstra [Australia's No.1 telecommunications company]
    AussieHost.com Aussie Bob, host since 2001
    Host Multiple Domains on Fast Australian Servers!!

  13. #13
    Join Date
    Mar 2002
    Location
    Horsham, Victoria, Aust
    Posts
    210
    LOL thanks Bob

    I thought Ziggy would have been known around the world...isnt he as well known as the Queen.......damn im dreakming again...
    Alpine Hosting - Australian & US General and Reseller Hosting - Dual Xeon Servers - 24/7 Support
    Dedicated Servers Australia -Australian Managed and Unmanaged Servers and Co-Location

  14. #14
    Join Date
    Feb 2002
    Location
    Australia
    Posts
    24,009
    back to the snow with you....
    AussieHost.com Aussie Bob, host since 2001
    Host Multiple Domains on Fast Australian Servers!!

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