Re: [cobalt-users] Looking for Near 100% Up Time for a Very Vocal Hosting Customer

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On 12/12/02 6:48 PM, "alan@" wrote:

> Everything else is just maintenance really.
> Better ways of tracking the ups and downs of an isp's service would be
> useful though, as I can't count the number of calls I get saying that a
> customers email is down, but I can connect fine and run all kinds of
> diagnostics, then 2 hours later the problem disappears. It would be nice to
> prove but also pointless, as the 'user' just sees you baffling them with
> science. I am tempted to blame the weather sometimes, as I'm sure they would
> accept that.
> 
> Go for the money or not, but believe me when I say, that in the long run,
> you will lose their business to somebody who talks bigger prices.

I have never used the weather angle. Have to give that a try :)

As for trying to explain why, you are correct, the more you explain the more
confused they get and then state that they only want it to work. I can't
blame them though. In our area we are competing with 3 very old ISP's that
claim God like status and make the claim back that we are to new or young,
company wise unfortunately, not by age :( to even start to have the super
network they have and yet when there is a problem, I know just what it is
and tell the client to call, make the bitch and wait 1-2 hours and the
problem will go away. Odd, must be the weather.

I think as we keep seeing the greed and stupidity that comes with these
larger ISP's and MSP's that the pendulum will swing our way again, like the
50's so to speak.

My 2 1/2 ¢
-- 
Thanks!!
David Thurman
List Only at Web Presence Group Net
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