This Labor day weekend, we’re still taking calls from new customers who are installing their first units, forgot how to run a particular report, etc. We get our support calls 24×7, no matter what day it is.
I thought I would write a blog article and quantify just how available our service and support is to our customers.
First, I’ll run a Tech Support phone Queue report for all of 2008:
We see our average hold time at 14 seconds (up from 12 seconds last year, but we just hired 2 more tech support representatives to help that!):
We answer 96.8 % of all tech support calls, and of those which we don’t get to in time, the customer’s average hold time is only 31 seconds, a max of 2.1 minutes. When’s the last time you sat on hold for ONLY 31 seconds and thought that was too long?…
But what about our servers and systems availability?
It’s not quite 100%, but pretty close. Here is a report I ran for all of 2008. I have to blur the names of the servers, due to security, but it should help give you an idea for just how much time our systems are available to you. An average of 99.594% availability, but really, the few servers which “bring us down” from 99.97-100.00% for most of our important servers are “expendible” such as the one called “olap-02″ (shown in the picture below with a 96.021% availability rate). These servers are “extras” which we use to speed your experience during peak traffic, for large report requests like state mileage for a full quarter. Sometimes we take them offline to make changes, but ensure that your reports are always available to you, or better yet, delivered to your email every day automatically.
The other server you see is “web-01″ which had an availability of 99.989% for the year so far.
That is only 58 minutes of “unavailability” in the entire year (and generally due to unavoidable “other carrier” network problems between our office and the secure facility where we run GPS Insight).
Here you can see that it hasn’t been rebooted for over a year — 343 days, and it’s barely breaking a sweat (it’s Labor Day Sunday, no one is really using the product):
We go to GREAT LENGTHS to make sure our product and our support staff are available to our valued customers 100% of the time. There is tremendous redundancy built in, so we can make sure that no matter what happens to a hard drive or network card, our customers will never see an interruption of service.
Plus, we have the tools and processes in place to help quantify it for our customers. If you’re not a customer, but considering GPS Insight vs. another vendor — ask them for this information and see if they can provide it. Call THEIR tech support to see how long you’re on hold & if they drop you to a voice mail box or offshore? Then call ours & see how quickly we answer — 866-477-4321, press 2 for tech support, & 1 to bypass the recording detailing our online http://support.gpsinsight.com tools.
Thanks,
Rob.