The Support Gamble

 

keep-calm-the-server-is-down

You spend money to save money

Annual support contracts and updating your End of Life products offer critical assistance in unexpected situations. Period.

Have you ever found yourself reviewing those yearly support contracts, struggling to sign that dotted line? Have you been overruled in your arguments for maintenance and forced to coast along without plans to replace or upgrade your EOL hardware or worse software versions?

I have, and it’s not an experience I’ll repeat.

 

Rolling the dice on support and expired equipment

A few months after my start date I was in the process of migrating to a full virtual shop, the company didn’t have support for several old servers nor their EOL Microsoft Exchange version. It’s a huge risk, one that I wouldn’t wish on anyone. In fact, today I’d quit before I’d let anyone managing the company purse strings walk me out onto this ledge again.

2014officespace15

It was the last week of December and the holidays were upon us. The office was closing early for last minute shopping, friendly cocktails, family gatherings, or some much-needed rest. I, on the other hand, was living the nightmare of a network outage. A “glitch” had just crippled MS Exchange, along with the company’s core database server.

Historically, during the first hour of any outage (after fielding countless help desk calls, calmly instructing your team, meeting with management, assessing the damage, and referring to your DR binder), I have continued to frantically google for help instructions, but this is serious, and the clock is ticking so I keep my head down, assess the magnitude of the outage, estimate downtime and get moving. Oh, but first I’m tasked with broadcasting the company-wide voice message stating there is an outage NO EMAIL, NO DATABASE so STOP trying to log in! –no one wants to attach their voice to this news but I kept the message calm, commanding, and to the point – the old “we will update you with the latest news as it becomes available”.

 

No means No. No support. Period.

ifESSEH

Without any support it’s a bleak picture: no helpline to dial, no magic wand, no soothing voice on the phone offering to take over, remote in, or walk you through recovery. Just me – or possibly that new network vendor that’s been after our business. Now, there’s an idea. I make the call and without the slightest hesitation, they prepare to step in. These situations are what they’ve built their business around, it’s why they succeed and survive. While all eyes are cast in my direction I announce to the management team that help is on the way. The look of relief that flashes across their faces tells me they too realize I’m out of my element. After all, I run the daily stuff.  This is beyond my scope and even they don’t expect me to steer this ship alone.

While awaiting the arrival of my new-found rescue team, I start to decipher if this is going to be a bare metal rebuild; or, fingers crossed, just a software reload. Pull all the power out of that server and start the rebooting – and praying, lots of praying. By the way, where are those install files? We needed to find the files and get organized; pull it together.

The once friendly-now nervous-faces are still “popping by” to check and see how much longer I think it’ll be before they can check email and that ginormous lifeline they call the company database. I’m 3 hours into this and the stress is building at a pace I hope to out-run.

Recovery and the weeks that follow

The disaster recovery process began officially at 3 PM, December 22nd, and although it would only be another 16 hours before employees could be logging in again, the deep dive of recovery would last another 3 weeks.

GIF

Years later, my memory is a bit fuzzy and perhaps it’s best to forget. However, this I do recall: my stomach was a mess, my head was throbbing, I had a sense of constant panic, my Christmas shopping wasn’t completed, the Holiday was here, and the little money we saved on support was about to put me over the edge. I didn’t feel any Holiday spirit and the remaining days of family and friendly gatherings were a blur. All I could think of was…this could happen again at any time to any one of our servers…and again, it would be my responsibility to rebuild and keep the company connected and working. My first goal is now to sign on the dotted line and employ support.

Support Contracts provide added value for your internal IT staff

Typically, IT staff is in the business of connectivity, and break-fix events. Long days of keeping the organization connected: telephones, voice mail, faxes, printers, email, databases, data files, internet, WIFI, moves, adds and changes, and all things attached to a cable or a plug. That’s just the front of the house. The back of the house is the server room, the backups, the APC’s, the firewalls, the gateways, keeping things current, patched, running, secure, and even cooled. The days of paginating a word document, or helping staff use pivot tables in excel are few and far between. It’s all about connectivity. Downtime and loss of connectivity are not an option and not an option you should be willing to back.

There’s no hiding in IT

About 4 months later I’m at a company function, sitting with a large group of employees I’ve never met. Several people mention the time the email and database were down, and how inconvenient it was, they wondered too if the President and CEO knew how much money they lost during the incident. After all, they couldn’t sell a thing during those 2 days without email or the database. Since I worked in the IT department, they wondered too if I was or knew of anyone involved with the event –  I rose to excuse myself and replied simply “No”.

1479.gif

Percipia Welcomes Alex, Our new System Support Specialist!

IMG_6853.jpg

It is always nerve-racking coming into a new company and trying to break the ice. Ensuring that new employees feel comfortable is crucial to building a positive transition within a company. We thought it would be fun to ask Alex a few questions to get to know him a little better.

Q:  What is your official work title?

A:  Systems Support Specialist

Q:  Can you tell us more about your professional experience/history?

A:  I worked for several years in a physics lab on particle research, which kickstarted my learning computational skills.  I bounced around a bit after that, and at one point worked for a while at a store that sold candles, oils, incense, crystals, etc. That job smelled delightful.

Q:  What do you like to do outside of work?

A:  Knitting/crocheting, baking, reading, watching movies. Aspiring to the hobbit life. A lot of Dungeons and Dragons, which is probably not surprising given the previous sentence…

Q:  What is your greatest travel experience?

A:  A tie between sailing in the Florida Keys and canoeing in the boundary waters in Canada. The former was an idyllic, lounging trip full of fish so fresh it still had dinner plans of its own, snorkeling, and cool ocean breezes. The latter was an adventurous battle against storms, four-foot waves, and a leaky canoe (we won the battle, but nearly lost the canoe).

Q:  Favorite movie?

A:  John Carpenter’s The Thing. A masterpiece of stunning practical effects, perfect pacing and the building of piano-wire tension, and a rugged and ice-encrusted Kurt Russel. What more could you want in a movie?   Also, one of the best dog actors I’ve ever seen.

Q:  Guilty pleasure music artist?

A:  I don’t feel guilty about music I like; if I like it then it’s cool. That being said, I’m pretty sure I am the only person I know who honestly, wholeheartedly loves All-Star by Smashmouth. Now that I think about it, the same can be said for Call Me Maybe. Man, now I want to listen to both of those…

Q:  What is something that inspires you?

A:  Stories in which someone, through difficult studies, makes some breakthrough that will do something amazing / save the world / stop some terrible evil (depends on the genre). They always make me want to go fling myself into studying and tinkering and try to do something amazing myself.

Q:  What would you say your professional goal would be now that you are employed at Percipia?

A:  Having never worked with telephony software before, I find myself faced with so very much to learn, and I intend to absorb as much knowledge and experience as I can, not only to become as useful as possible in my position, but also just for the sheer pleasure of acquiring knowledge for its own sake. 

Please welcome our new employee, Matt, to the team!

IMG_6834

It is always nerve-racking coming into a new company and trying to break the ice. Ensuring that new employees feel comfortable is crucial to building a positive transition within a company. We thought it would be fun to ask Matt a few questions to get to know him a little better.

Q: What is your official work title?

A: My official work title is Systems Support Specialist.

Q: Can you tell us more about your professional experience/history?

A: I was a Sr. Budget Analyst (in practice, this title was akin to Project Accountant) for 3 years at a regulated utility company.  As a Sr. Budget Analyst, duties included: routing invoices, opening projects, consolidating data from various applications, budget entry, SOX compliance, forecasting, accrual reporting, and variance analysis.  During this time I taught myself advanced techniques in Microsoft Office and VBA to help reduce workload and improve the quality of the reports that my team regularly provided.

Over time I came to realize that programming and process automation were my greatest passions.  I left my company and began to study programming full-time over the course of one year.  During this time I read several books, participated in courses on sites such as MongoDbUniversity.com, Codecademy.com, and Udemy.com, joined a local Slack technology group, experimented with 3 different microcontrollers, created over 26 software projects in various languages (~1,500 Github commits), and interned in China for a short period as a front-end ReactJS developer.  When I returned from China, I found Percipia!

Q: What do you like to do outside of work?

A: Learn code! Lately, I have been attending a number of technology Meetup groups in Chicago to meet new friends in the IT field and learn more about up-and-coming technologies. Sometimes I like to read philosophy books or visit Indiana Dunes.  I am also a registered open water SCUBA diver, occasional skydiver, novice smelter, occasional wood-worker, rock collector, and chess player.

Q: What is your greatest travel experience?

A: My greatest travel experience was a road trip to California that I took with my brother in July of 2017.  He was moving out to Los Angeles and asked me if I’d come along as support, though he insisted on driving most of the way.  Along the way, we stopped in Colorado and saw some amazing scenery including a pristine waterfall tucked away in a small forest preserve. Next, we stopped in Las Vegas to try our luck at a casino and see the fountains of the Bellagio hotel.  When we finally arrived in Las Angeles we hiked around the Hollywood sign which is something I had always wanted to do.  This was my first road trip with my brother and the most fun I had ever had on a vacation.

20170628_150620

Q: Favorite movie?

A: My favorite movie is likely Fight Club.  The acting is amazing, the main character’s personal struggle is very dramatic, and it’s a movie that offers new discoveries every time you watch it.  Other great movies I enjoy include La Femme Nikita, the Alien trilogy, and The Conjuring.

Q: Guilty pleasure music artist?

A: I really enjoy listening to Billy Joel, Steely Dan, and the Beatles.  Not sure if I should feel guilty but my friends have poked fun at me for my musical tastes :).

Q: What is something that inspires you?

A: I am heavily inspired by DIY sites such as Instructables.com and Raspberrypi.org.  I love to learn new things and these sites make it fun to explore new hobbies and technologies; they also affirm my belief that, with the right guidance, anyone can accomplish their goals.  

On that same note, I am heavily inspired by people who are self-taught.  I once read an article about a woman named Jennifer Dewalt who created 180 websites in 180 days in an effort to change careers and become a professional web developer.  By the end of her experiment, she was very knowledgeable in HTML, CSS, and Javascript, and was soon hired as a web developer.  Her experience, and the experiences of others like Jennifer, gave me the confidence I needed to pursue my own dreams.

https://leanin.org/news-inspiration/180-websites-in-180-days-how-i-learned-to-code/

Q: What would you say your professional goal would be now that you are employed at Percipia?

A: My professional goal as an employee of Percipia is to learn as much as I can and become the best Support Specialist I can be.  I am excited to work with Linux systems and hope that my experience in this position will assist me as I move forward with various hobby projects.  I am also very excited to be surrounded by a team of kind and experienced IT professionals that can lend guidance and talk shop.

New Guest Room Trend

Hospitality trends change every year. We saw the rise and fall of chocolate mints on pillows, elevator operator personnel, and high-call use of in-room telephones. As a hospitality telephony company, you wouldn’t expect us to say that, but it is the truth. In-room telephony went from a luxury in-room service to a safety and liability tool. That is all about to change.

We at Percipia have poured many hours into bringing the luxury telephony experience back into your guest rooms. We have married the in-room telephony and mobility experience together, in perfect harmony. Mobility has been the hottest tool for the past few years, which is why it is crucial for hotels, resorts, casinos, and racetracks to offer in-room mobile applications. Placing a tablet in a guest room isn’t good enough; it still makes the guest feel isolated. Imagine a guest using your all-in-one device, with their name displayed on the top of your mobile app. Guest can check their loyalty points, use a directory to call anyone at the property, order room service, and even clear their information upon checkout.

For the sake of transparency, in-room telephones are not going anywhere, anytime soon. You simply cannot offer a hospitality-centric experience without human interaction. That is what telephones offer.

Mobile apps are becoming necessary for all types of properties. We have completely digitized your compendium, giving you the power to live-update your area attractions and send a push notification that your bar is offering a discount on appetizers. When used correctly, mobile apps are a revenue-generator. Our clients’ marketing departments love in-room apps!

The future of guest room technology has already been created. This minor upgrade will set your property apart in a major way, bringing back a personalized hospitality experience.

 

– Kal MacDonald, Percipia Director of Business Operations

 

 

Percipia is a Platinum Partner with Cetis phones!

CETISAs a Platinum reseller of Cetis Teledex, Telematrix, and Scitec phones, Percipia can offer a great price as well as free shipping*, programming, and faceplates for orders of 50 or more of the same model.

If you’re looking to buy phones for your hotel, contact us on our website and our sales representatives can help you sift through dozens of phones and find the perfect model!

Cetis phones offer great features such as OneTouch, USB Charging, and Battery Backup.  OneTouch technology enables the guest to check their messages with a single touch of the blinking red voice mail key.  With this hands-free voicemail retrieval, guests hear their messages loud and clear over the telephone speaker or handset for privacy.  Communicate with your guests and instantly blast hotel messages. Many Cetis phones are also equipped with USB Charging.  Why waste money on USB equipped furniture that could cost hundreds of thousands of dollars?  Allow your guests to charge their phones right by their bedside with the accessible USB Charging station built into select Cetis phones!    Also, be prepared for a power outage with Battery Backup.  All cordless phones require power to keep the radio alive that allows the base phone to work with the cordless handsets. In the event of a power outage cordless base units will typically function on standard line-power in speaker mode, however, for added convenience we offer a battery backup solution that keeps the radio alive, allowing the guest to use the phone in speaker mode or with any of the cordless handsets that are synchronized to the base*.

*Free shipping within the US
*Courtesy of http://www.cetisgroup.com/battery-backup.html 

Please welcome our newest employee, Andrew, to the team!

FullSizeRender (1).jpg

 

It is always nerve-racking coming into a new company and trying to break the ice. Ensuring that new employees feel comfortable is crucial to building a positive transition within a company. We thought it would be fun to ask Andrew a few questions to get to know him a little better.

Q: What is your official work title?

A: Systems Support Specialist

Q: Can you tell us more about your professional experience/history?

A: I first started with a job at the UIC Bookstore helping sell computers and occasionally help repair computers. I then moved to working at Micro Center and repairing computers for them full time.

Q: What do you like to do outside of work?

A: Outside of work I practice archery and participate in various archery events when time allows. When I have less time I will play video games with my friends or binge watch Netflix.

Q: What is your greatest travel experience?

A: Probably traveling to the Philippines, it has been a while since I have been there but seeing the beautiful landscape contrasted with shanty towns was an eye opening experience for my younger self. I got to stay with family over there and experience a ton of things I normally wouldn’t go out and do myself.

Q: Favorite movie?

A: Recently, I loved Rogue One. Though my all time favorite has to be Caddyshack, the original one!

Q: Guilty pleasure music artist?

A: This is hard, I have to say that my guilty pleasure is listening to certain Green Day albums.

Q: What is something that inspires you?

A: How the actions of a few visionary people can impact a whole industry and society. It really shows that individual action can still have a huge impact in today’s ever more interconnected world.

Q: What would you say your professional goal would be now that you are employed at Percipia?

A: My professional goal at Percipia is to grow my knowledge of the various technologies surrounding the hospitality industry and to apply my current skills to help the company grow.

 

Jen’s first HITEC!

I had a great time at this year’s HITEC 2017 in Toronto!  As my first HITEC, I found the experience invaluable when it comes to learning about the industry.  We received a warm welcome from the Fairmont Royal York Hotel where we were staying.  The hotel was conveniently next to the Metro Toronto Convention Center where the show was being held.  We had team drinks at the Library Bar in the hotel the first night.  This historic hotel has been host to Queen Elizabeth (and now our Percipia team!).   

The opening party was a great way to kick off the week and network.  The Beach Paris Club was an excellent indoor/outdoor space for this event and featured fun activities like a giant Light Brite, surf simulation, photo wall, drinks, and food stations!  

Day two was our first day of exhibiting. Seeing our booth come to life was really rewarding.  We had a steady flow of curious attendees coming to the booth all day, and our mobility station was a hit!  The Ubiquiti phones, iPads, and tablets hosting our Latitude app were definitely a crowd favorite.  

Later that night we were able to see some of the sights in Toronto.  Casa Loma, a Gothic Revival style house constructed for Sir Henry Pellatt is a must-see.  Krissy, Douglas, and I enjoyed listening to the symphony play in the castle gardens.  We also were able to freely tour around the massive castle which has been the host for over 15 movies!  

During Day three of the trade show, I ventured out with Douglas to visit some of the other booths on the floor.   The show had a diverse collection of cutting-edge hotel technology. We saw everything from cyber-security, to touch-screen mirrors, to fitness centers for your hotel room.

After the show, I went to few more places in Toronto.  I visited some public parks, Osgoode Hall, watched part of a Blue Jay’s game at the Renaissance (the bar is right in the stadium!), ate dinner the CN Tower, and saw the Toronto sign.   

By the last day of the show, I was really impressed by how far some of our visitors had traveled.  I was fortunate to talk to attendees from all over, including the Caribbean, Australia, and India.   A common theme throughout the show was how to improve the guest experience.   Showcasing how our products improve their guests’ experience and their property’s efficiency was the best part of the show.  Whether using demos, videos from our Youtube channel or having a sit-down conversation in the booth, HITEC Toronto was a great opportunity to give our clients the immersive product experience they needed.

 

Percipia Adds Operator Solution to Frequency PBX

SCREENS

Chicago, IL, June 27, 2017 – Percipia, the U.S. based leader in hospitality telephony integration, has announced a new major addition to their Frequency PBX system, Frequency Operator. Frequency Operator will allow a visual display of telephony activity for receptionists, call centers, and supervisors. The web-based software allows for interactive phone controls and a real-time overview of admin extension status.

As software developers, we are always looking forward to updating and enhancing our products, said Michael Velasquez, CEO, Percipia. Our new PBX Operator solution is a highly desired addition that many clients will appreciate and utilize. Being able to manage calls from a computer will make property response time more efficient and make your guests happier.

The Operator solution will enhance the operator’s experience with seamless voice transfers. Whether clients have one or multiple properties, Frequency Operator can manage all incoming calls across multiple Frequency PBX systems. Frequency Operator is available on the latest release of Frequency PBX.

About Percipia

Headquartered in Chicago, Illinois, USA, Percipia is globally recognized as a technology leader within the hospitality industry. Percipia has an established presence as a pioneer in the advancement of next-generation guestroom technologies, including IP Telephony, system integration, messaging platforms, and feature-rich applications. Our versatile and innovative solutions improve operational efficiency and enhance the guest experience. For additional information about Percipia, call 800-806-0408 or visit us at www.percipia.com.

###

http://hotel-online.com/press_releases/release/percipia-adds-operator-solution-to-frequency-pbx

Percipia Selected for Membership in Avaya DevConnect Program

avayapercipia.pngChicago, IL, June 26, 2017 – Percipia, a leader in hospitality telephony solutions, today announced it has been selected by Avaya for membership as a Technology Partner in the Avaya DevConnect program. Avaya is a leading global provider of business communications software, systems and services. Avaya solutions enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance.

Percipia is the developer of Parallax hospitality suite, Precision voice mail and Informant call accounting software, an application family that integrates Avaya IP Office and property management systems (PMS) to help create a one-of-a-kind experience for guests and staff. As a DevConnect Technology Partner, Percipia expects to deliver proven interoperability of their solutions with the Avaya IP Office Platform, so companies can provide their guests with check-in, check-out, wake-up calls, housekeeping updates, and many other hospitality functionalities. When coupled with call accounting software, hotel staff have access to a powerful analytical call data and report solution that can help them provide better customer service.

The Avaya DevConnect program promotes the development, compliance-testing and co-marketing of innovative third-party solutions that are compatible with standards-based Avaya solutions. Member organizations have expertise in a broad range of capabilities ? spanning collaboration, management, analytics, reporting and communications-enabled business process applications ? helping joint customers extend the value of their collaboration and contact center investments and accelerate the speed at which their organization delivers true value to the bottom line.

I am excited that Percipia has joined the Avaya DevConnect program as a Technology Partner, said Michael Velasquez, CEO of Percipia. Our hospitality software will help Avaya IP Office customers streamline their hospitality operations while enhancing the guest experience.

The Avaya DevConnect program currently includes thousands of software and hardware developer companies, integrators, service providers and customers. Members have created a broad array of innovative solutions tested for Avaya compliance, including natural language speech recognition applications, mobile and emergency notification services, specialized computer telephony integration and reporting capabilities, and applications tailored for specific vertical industries.

Through the DevConnect program, Avaya provides companies with a wide range of technical education, access and support for many Avaya platforms and interfaces, often at no cost to Registered members.?Technology Partners receive additional benefits in terms of in-depth, joint compliance testing activities and co-marketing support, based on their alignment with Avaya strategy and value offered to Avaya customers. DevConnect Technology Partners like Percipia must meet rigorous criteria for customer satisfaction, product support, business operations, marketing and sales.

Technology Partners like Percipia help Avaya customers maximize their investments in hospitality communication solutions, said Eric Rossman, vice president, Developer Relations, Avaya. We are pleased to have Percipia join our developer community.

Membership information and a listing of solutions developed and tested under the DevConnect program are available at www.avaya.com/devconnect.

About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications with integrated, secure networking? offered on premises, in the cloud, or a hybrid. Today’s digital world requires some form of communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

About Percipia

Headquartered in Chicago, Illinois, USA, Percipia is globally recognized as a technology leader within the hospitality industry. Percipia has an established presence as a pioneer in the advancement of next-generation guestroom technologies, including IP Telephony, system integration, messaging platforms, and feature-rich applications. Our versatile and innovative solutions improve operational efficiency and enhance the guest experience. For additional information about Percipia, call 800-806-0408 or visit us at www.percipia.com.

###

SOURCE: HOTEL ONLINE

Summer With Boyd

golf_hero

It’s that time of year again!  Summer has arrived and everyone you know is booking fabulous getaways.  If you can’t wait to shake off the winter blues with an exciting vacation, look no further than Boyd Gaming for your next destination!  

rise-up-boyd-gamings-delta-jackpot-grd-iii-11-23-13-r07-ded-head-on-2-e1496432418597.jpg

Boyd Gaming is one of the largest and most successful casino entertainment companies in the United States.   They have locations all over the country that offer great experiences like horse racing at Evangeline Downs, on-site spas at almost all of their hotels, golf packages for an active weekend, and, of course, an exceptional amount of thrilling casino nightlife!    

swimmingpool_hero.jpg

Find out what else Boyd Gaming’s 24 locations have to offer by visiting their website!  Plan the perfect trip today and fill your summer months with entertainment, relaxation, excitement, and unforgettable memories!