Customer service is an important component of a quality product package. I feel a "blame the victim" attitude. There are many competitors from which to choose.

Candy Taub is our Connect5 rep.


Steve Jarrett
District Technology Supervisor
Chittenden East Supervisory Union
802-858-1729


On Tue, Dec 17, 2013 at 8:41 AM, Craig Donnan <[log in to unmask]> wrote:
Steve,

Sorry you had such trouble.  Connect works well with WWSU, but may be that we have few students/parents in WCVT service area.  Have you been in touch directly with the rep for VT, Les Bramhall?  He has been able to facilitate conversations and do follow up to provide excellent service in our experience.  We renewed with Connect in part because we felt we did have good service.  I have cc'd him on this correspondence.

Craig

Craig Donnan, MA
Systems Administrator
Washington West Supervisory Union
340 Mad River Park, Suite 7
Waitsfield, VT 05673



On Tue, Dec 17, 2013 at 8:36 AM, Jarrett-CESU, Steve <[log in to unmask]> wrote:
A Waitsfield Champlain Valley Telecom engineer was in discussion with a Connect5 engineer to resolve the issue of undelivered phone messages, but something or somebody on Connect5 did not continue the conversation. Connect5 feels that it is a closed ticket.

Our district is looking for other solutions. Connect5 has provided poorer service than its predecessor, AlertNow.

If anyone out there has WCVT as a service provider, please recommend an emergency alert system that you find works well with WCVT.


Steve Jarrett
District Technology Supervisor
Chittenden East Supervisory Union


On Tue, Dec 17, 2013 at 8:26 AM, Melissa Hayden-Raley <[log in to unmask]> wrote:
Hi all --
Digging up an email from a few months ago.  Steve J - I was wondeirng if
you or Michael or anyone else who was experiencing this has found any
resolution with your providers?  We have held off our upgrade to Connect5
because of these concerns.
Thanks!
--Melissa

School Information Technology Discussion <[log in to unmask]> writes:
>This is typically a result of VoIP service call delivery that many
>notification providers use because it’s significantly less expensive
>for them to send out calls; the drawback is less reliable call delivery.
>  My understanding was AlertNow had a hybrid system  (VoIP/ISDN), but
>I am not sure how they determined if the calls would be sent VoIP vs.
>ISDN.  This is an “under the hood” feature that many people don’t
>think to evaluate, but can significantly impact service quality. 


>Jennifer


>
>
>From: School Information Technology Discussion
>[mailto:[log in to unmask]] On Behalf Of Devino, Michelle
>Sent: Thursday, October 17, 2013 9:24 AM
>To: [log in to unmask]
>Subject: Re: Connect5 Alertnow
>
>

>Hello,

>We were AlertNow customers until this past summer, when we switched over
>to Alert Solutions Power Announcement. About a week ago we had a report
>of a call not getting to all parents and the call quality was
>garbled/choppy. At first, we assumed maybe it was a bad cell connection
>for one family, but the issue appeared to be more widespread. We
>contacted Power Announcement and their support team was able to reproduce
>the steps. They are looking into the issue, and they believed the issue
>to potentially be something on the provider end.

>In short, it appears this issue is something that is not necessarily
>specific to either Connect5 or Power Announcement, but hopefully
>something both can resolve with the providers. It was helpful seeing the
>post about this happening with Connect5 (sorry Connect5), but we had a
>number of users doubting our switch, due to the trouble with that one
>call. Now seeing this has happened to our “old” provider, is at least
>helpful to know it’s not just Power Announcement having this issue from
>time to time.

>Michelle M. Devino
>Data Manager
>Colchester School District
>[ mailto:[log in to unmask] ][log in to unmask]
>Direct: 802.264.5761
>Help Desk: 802.264.5727

>
>
>From: School Information Technology Discussion [[
>mailto:[log in to unmask] ]mailto:[log in to unmask]] On Behalf
>Of Jarrett-CESU, Steve
>Sent: Wednesday, October 16, 2013 3:11 PM
>To: [ mailto:[log in to unmask] ][log in to unmask]
>Subject: Connect5 Alertnow
>
>

>
>
>We have been having issues with some people not getting phone calls from
>our emergency alert system, Connect5 (replaced Alertnow).  
>
>

>
>
>Log shows they received it, but too many people are saying they did not
>get it, to believe its all user head space error.
>
>

>
>
>Anyone else having problems with it?  Seems more prevalent in an area of
>one of telephone providers than another.
>
>

>
>
>Connect5 has blamed the victim in the past, but they are looking at issue
>again.
>
>
>

>
>
>Steve Jarrett
>
>
>District Technology Supervisor
>
>
>Chittenden East Supervisory Union
>
>
>802-858-1729
>
>

>This e-mail may contain information protected under the Family
>Educational Rights and Privacy Act (FERPA). If this e-mail contains
>student information and you are not entitled to access such information
>under FERPA, please notify the sender. Federal regulations require that
>you destroy this e-mail without reviewing it and you may not forward it
>to anyone. 
>



__________________________________________________________________
CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is
for the sole use of the intended recipient(s) and may contain confidential
and privileged information. Any unauthorized review, use, disclosure, or
distribution is prohibited. If you are not the intended recipient, please
contact the sender by reply e-mail and destroy/delete all copies of the
original message.


This e-mail may contain information protected under the Family Educational Rights and Privacy Act (FERPA). If this e-mail contains student information and you are not entitled to access such information under FERPA, please notify the sender. Federal regulations require that you destroy this e-mail without reviewing it and you may not forward it to anyone. 




This e-mail may contain information protected under the Family Educational Rights and Privacy Act (FERPA). If this e-mail contains student information and you are not entitled to access such information under FERPA, please notify the sender. Federal regulations require that you destroy this e-mail without reviewing it and you may not forward it to anyone.