We do both. Small customers get support directly from us, large customer call their internal PBX support team that escalates issues to us. Large customers get a discount due to the number of extensions ----- Original Message -----

From: "Robert Dawson" <robert.dawson at mindshift.com> To: voiceops at voiceops.org Sent: Thursday, January 27, 2011 8:32:50 AM Subject: [VoiceOps] Hosted Support Models How many of you selling hosted business services are using a tiered support model vs. first call being handled by a skilled resource? If you switched models either way what was the outcome?

Thanks, Rob

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