Re: Support Fee

Jeff Woods ( )
Thu, 19 Jun 1997 09:24:08 -0400

$20 a call would be far too much -- you'd run everyone off. Offer "support
packages" for $20 for five incidents, or for an hour online.

If you're going to charge EXTRA for support, it MUST be 24 x 7, VERY
knowledgeable ($35k a year-type), with zero hold time.

THAT'S why we're not doing it. ;-)

At 07:51 PM 6/18/97 -0500, you wrote:

>Also, if an ISP was to start a $20 support call fee the support would
>have to be suitable enough so that the customer feels that they got
>their moneys worth and had something solved in a fast reliable way. It
>seems that when too many of these super-users get a hold of your time
>the quality of tech support also goes down the drain. One would have to
>be careful that users aren't going to be getting the same service as
>before except this time with a price tag on it.
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