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NetGuy
On average how many support tickets do you guys have generated per month on a per box basis.
In other words say youve got 150 accounts on a box, is there an average number I can work with for assuming the level of support I will need over a set period of time? I'm looking at maybe outsourcing support until i can afford a full time support engineer and need to be able to estimate the number of tickets i will be recieving each month.
In other words say youve got 150 accounts on a box, is there an average number I can work with for assuming the level of support I will need over a set period of time? I'm looking at maybe outsourcing support until i can afford a full time support engineer and need to be able to estimate the number of tickets i will be recieving each month.
Essentials
There is no magic number - can vary from server to server, from day to day.
With 150/box...
Targeting newbies on the web? Plan on 20+ easy - could be 20 from one new customer in a day if they have no idea how to do anything and really need assistance.
Targeting experienced users? May get none (good chance), I'd plan on atleast 5 just to be safe.
Too many factors can play into your question really - it is something each host would need to figure out based upon the customers they are attracting.
Also, if the answers provided to your customers are good enough to resolve the problem(s) you will have fewer tickets but if the questions are answered just to close the tickets (like I have heard some outsourcing places are doing), plan on more needless tickets being opened.
With 150/box...
Targeting newbies on the web? Plan on 20+ easy - could be 20 from one new customer in a day if they have no idea how to do anything and really need assistance.
Targeting experienced users? May get none (good chance), I'd plan on atleast 5 just to be safe.
Too many factors can play into your question really - it is something each host would need to figure out based upon the customers they are attracting.
Also, if the answers provided to your customers are good enough to resolve the problem(s) you will have fewer tickets but if the questions are answered just to close the tickets (like I have heard some outsourcing places are doing), plan on more needless tickets being opened.
e3servers.com
It also depends on whether the user has ever used your control panel before. If they haven't the amount of tickets rises significantly.
>>20 tickets per day from one person<< been there, done that, banged head against wall because they didn't read the other eight tickets they opened which had the answer...
>>20 tickets per day from one person<< been there, done that, banged head against wall because they didn't read the other eight tickets they opened which had the answer...