> This week we are starting a weekly conference service to discuss major
> issues and research we have put together on reseller related topics. This
> week we will be discussing our new Email service and why you should offer it
> and/or seriously consider outsourcing this service to Tucows. I will do a
> follow up email to the list this afternoon as an invitation to all
> interested.
I was meaning to post my comments on the E-mail service the last time it
was discussed in depth on this list, however I didn't get around to it due
to illness. Thanks for providing an opportunity to bring it up now.
The number one reason why I would never consider reselling an outsourced
e-mail service: customer service.
Our customers demand and deserve very quick response when they are not
receiving their forwarded e-mail. It would not be acceptable to have to
wait 48 hours or more for a reply from support.
Direct access to the mail server log files is a must so that we can
quickly pinpoint the problem and provide a response. As a side point we
have found that 99% of problems are external to our systems--usually at
the receiving ISP. Providing log entries showing this helps the customer
get the problem resolved quickly as the source of the problem can see
exactly what is happening.
-Bill
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