GoncaloPereira | Enthusiast ✭

Comments

  • @KevinBowers Thank you. Indeed seems a good start. Easter reading. :)
  • Hi @JeromePeck , @RajDoshi sorry but i cannot help on this one. Apologies. 😔
  • Hi @KevinBowers thank you so much for sharing, i already enrolled and i already forwarded it to some colleagues as i am sure they are interested. Cheers, Goncalo
  • Hello @GailPropson , apologies for the late response, busy days. 😃 We are conducting surveys for support in 2 flavours so to speak: Surveys during project phase Surveys related to support cases We measure CSAT & NPS in both cases. The goal is to provide with our sales force data they can leverage for their commercial…
  • Hi @GailPropson , you are not late, this is an open conversation and especially if you are providing such great advice. :) I really liked your point of view, which is to have an open and transparent approach with the customer related to the surveys, i am sure this will increase the response rate and avoid the fatigue you…
  • @Steven Forth thanks for your comment. I wanted to measure the pulse on this community on how everyone is dealing with this issue. We understand the pressure created by security issues nowadays, but we must be reasonable on how to effective handle them. Personally, this is the type of things where the imaginary line of…
  • @Steven Forth Thanks for the reply. Ok, so it's indeed a trend. As we fully understand the concern, on the other hand, having such tight SLAs is a challenge for R&D teams if a product patch/workaround needs to be delivered plus certifying the product towards that change. This is why i am asking this community how these…
  • Hi Steven, Thank you for your message. I am referring to SLAs related to security only, for example, when a security vulnerability is found, customers are demanding SLAs for temporary resolution and permanent resolution depending on the CVSS score. In terms of the timeframe for such SLAs are you noticing a pattern on the…
  • Hello community, any more updates to add to this question? Thank you so much.
  • Hello @Eddie Aguilar , Thank you so much for your answer. I agree with your statements. We want to conduct surveys for project deliveries and support, targeting specific individuals. The tricky part is to find a balance and not overwhelm the users with requests as experience tells me this will result in ignoring future…
  • Hi, thanks a lot @Sumit Bhat & @David Perrault for the great insights. We are thinking the same, such offer should not be available off the shelf and needs to be evaluated on deal-by-deal approach. Also, we are taking into consideration a bigger picture, meaning, it's not only having an aggressive SLO/SLA offer and staff…
  • Greetings all. My name is Goncalo Pereira and i manage a WW SaaS Operations team. Glad to be part of this community and i hope i can bring some contribution as well. Thank you.
  • @Sara Johnson Thank you so much for your answer. Maybe my question was not clear enough (or maybe this is the wrong forum to ask, for which i apologize in advance) but i was looking for something different, If we do a search on what are TIER 1, TIER 2, TIER 3 and TIER 4 telecom operators we can see mainly the definitions…
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