Quote:
Originally Posted by Aussie Bob
No, no plans for a helpdesk service. We like to focus on our helpdesk, rather than multiple helpdesks.  |
heh, I remember when you said that about dedicated servers...
Quote:
Originally Posted by Dotable Steve
Jimbob, what kind of service are you looking for (cost wise etc) - anything to compare with so we can have a look for a solution/consider.
There's always options but I just want to know what you are looking for really.
|
I currently have a few contractors who work my helpdesk, and then I take shifts myself, too. Some of them I pay by the hour, and some are by the ticket, depending on the time of day and who they are, etc.
As a backup to my own guys, I also have a package from supportpro.com, so their pricing is what I would use as a benchmark if (when!) you will offer such a service. I subscribe to their
$125/50 tickets plan.
(Basically, what I do is set the helpdesk software so that if a ticket is not answered within 15 minutes by whomever is *supposed* to be on shift, then it auto-escalates the ticket to the supportpro.com folks.)
I hope that makes sense. Let me know if you have any questions, and I am happy to discuss or share ideas with you.