provos
join:2006-01-04
Mountain View, CA
 ·Etheric Networks
| reply to aligzanduh
Re: Customer Experience
This is an update on my situation.
Etheric switched me onto a different beam and since then all my network troubles have vanished. I waited for about one month to post an update. For the last 30 days, I had zero packet loss and very low latencies. So, right now, I am very happy with my network situation.
However, the support problem is really something that Etheric needs to get under control. Alexander told me that they are working on it. I guess I will find out the next time I need to get in touch with support.
At the moment, everything looks very good. |
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aligzanduh
Premium
join:2003-02-04
Mountain View, CA
| We have now doubled our support staff at Etheric. Every network has some nodes that are problematic. In our case - we have the power to correct these problems - as we maintain our own fully meshed redundant network. We are currently peering directly with AOL, Qwest, Level 3, Global Crosssing to name some of the key partners.
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We presently have a ratio of customer to tech support staff that is very aggressive. We have 1 engineer for every 50 customers. (5 full time and four part time technical support staff). This is about the right level for true 7 x 24 capability and response. In addition we have admin sales and R&D staff of an equiv amount.
Sincerely
Alexander Hagen
CEO
Etheric Networks |
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