403Tech

BACKGROUND

Please describe your company and position.

I am the Corporate Services Manager of Summit Nanotech

Describe what your company does in a single sentence.

We work with research and development, and deployment of lithium extraction processes. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire 403Tech to accomplish?

• Manage our IT enviroment
• Help Desk
• Consultation on IT processes and technology

SOLUTION

How did you find 403Tech?

I wasn't part of the search at the time.

Why did you select 403Tech over others?

• Close to my geographic location
• Pricing fit our budget
• Good value for cost
• Comprehensive service provided

How many teammates from 403Tech were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Their services encompass a wide range of support and administration tasks, including day-to-day IT support, hardware and software procurement, software licensing management, website hosting administration, and domain registrar administration. Additionally, they offer workstation and virtual server monitoring, backup and disaster recovery solutions, network and security troubleshooting, vendor management, and strategic IT planning, all managed by a dedicated account manager.
The managed services provided  include unlimited IT support, server and SharePoint environment management, antivirus management, Microsoft 365 licensing and administration, 24x7 agent monitoring for workstations and servers, license management, onsite and cloud backup, update and patch management, email spam and phishing filtering, web hosting administration, and internet service provider management.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The implementation of backup and disaster recovery solutions provided us with robust data protection, reducing the risk of data loss and ensuring business continuity. Additionally, the efficient management of our Microsoft 365 licensing and administration streamlined our user experience and improved our overall IT operations. 
Their collaboration with our stakeholders to identify and resolve bottlenecks in our processes enhanced our efficiencies, aligning perfectly with our company's growth objectives. Operational efficiency with very little incidents and very fast response, reducing potential risks and downtime. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Their responsiveness to our needs has been outstanding; they are very fast at addressing any issues or requests we have.

When multiple priorities arise, they excel at prioritizing the most important tasks, ensuring that critical issues are addressed promptly while maintaining overall project momentum. Our dedicated account manager is always available and ready to solve problems, discuss solutions, and explore new processes to enhance our IT infrastructure.

What was your primary form of communication with 403Tech?

Virtual Meeting

What did you find most impressive or unique about this company?

Their proactive and client-focused approach makes the entire experience seamless and highly effective, significantly contributing to the ongoing success of our IT projects.

Are there any areas for improvement or something 403Tech could have done differently?

While our experience with 403 Tech has been largely positive, there are always areas for improvement. One challenge we’ve encountered is that, given we don't have an in-house IT manager and rely heavily on their expertise, our goals and objectives are sometimes not as clear to them as they could be. This can occasionally lead to communication gaps, as we may lack the technical knowledge to convey our needs effectively.

However, they have been very understanding and patient, working closely with us to bridge these gaps.

BACKGROUND

Introduce your business and what you do there.

I’m the interim finance manager for the Cerebral Palsy Association Alberta, a nonprofit organization.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with 403Tech?

We previously had one person who was doing all of our IT. We had to let him go because he wasn’t good with communication, so we were looking for a way to replace his services.

SOLUTION

What was the scope of their involvement?

We had an old S-drive. The current situation was they were supposed to work on hardware work stations, server physical routers, Wi-Fi access points, and we have 3-4 Toshiba printers network. They also needed to work on our server.

Software-wise, they need to work with us with Office 365 and then TELUS. We have TELUS Business Connect, the live phones. We currently have 30 employees and we have two locations. It was a challenge because it’s a different setup for us in each location.

What is the team composition?

There are at least six people from their team.

How did you come to work with 403Tech?

My director of human resources hired them. They caught our eye mostly because we liked their price. We looked at other options and they were really expensive.

How much have you invested with them?

The total cost has been less than $10,000.

What is the status of this engagement?

We started working together in March 2019 and the work is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They’re very nice. If I can’t resolve a problem, I email them with a ticket and they respond so quickly. We’re very happy with the results. It's always efficiently delivered and perfectly on time.

If I have a new staff member coming on, I have to fill out a client change form for them. I send it to tech support and they get back to me quickly. They make an email address for me with a temporary password.

If we have problems with my computer being too slow or it’s a problem I can’t resolve, we do a TeamViewer and they fix it remotely for me. As soon as I sent the requests, they have it done in 5-10 minutes.

How did 403Tech perform from a project management standpoint?

We don’t even have to have deadlines. If it’s a basic problem, I email them. If we have problems with our network connection or operations department, I’ll call them.

David (Senior Consultant) is the one who saves us from those kinds of problems. We start with troubleshooting and if that doesn’t work, they come the next day and get it up and running.

What did you find most impressive about them?

They fix things we don’t even know need to be fixed. They’re very honest and don’t overcharge us. They just tell us what we need. They go above and beyond to resolve the problem without us having to spend a lot of money.

Are there any areas they could improve?

No, we’re very satisfied.

Do you have any advice for potential customers?

Be sure your requirements and expectations are clearly defined. They’ll make sure to deliver the best thing they can.

BACKGROUND

Introduce your business and what you do there.

We're an international management consulting firm with a primary office in Calgary. I’m a Senior Associate with the firm and the main interface with 403tech.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with 403tech?

After the significant economic downturn in Calgary in 2014–2015, we knew we had to adapt to the new market reality. Part of that adjustment prompted us to become more mobile in terms of how we worked; we wanted to be able to work anywhere at any time.

We were also considering an expanding our office to another location. In order to become more “virtual” in our operations, we wanted something that would give us more flexibility than a physical server.

SOLUTION

What was the scope of their involvement?

We were looking for a solution that would accommodate our new situation. 403tech assessed our needs and provided what they felt was the best option, which was switching over to a virtual server. The physical server we'd purchased 3–4 years prior required someone to come to the office for monthly maintenance so the virtual server seemed to address our needs well. 403tech could host and manage everything for us remotely.

What is the team composition?

The person who introduced us to them was involved in the process, as well as Scott (President, 403tech).

How did you come to work with 403tech?

We had worked with another IT company before them but had severed that relationship. One of the technicians that used to work for that company started helping us on a consulting basis. When he joined 403tech, they became our new provider.

How much have you invested with them?

The initial cost was around $5,000. The maintenance fee is $1,000 per month.

What is the status of this engagement?

We started working with them around 2014. It was a pretty seamless transition to the virtual server; from the beginning of the project to implementation took 3–4 months.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The monthly maintenance fee is higher than what we were paying before for IT services on a monthly basis. In terms of the cost benefit, it’s higher than we thought, but we’re happy with the service and the flexibility it gives us. We probably wouldn't go back to having a physical server.

How did 403tech perform from a project management standpoint?

We’ve received a lot of personalized attention from the team and I can’t recall any major hiccups.

What did you find most impressive about them?

They’re responsive, and they’re quick to address any issues we have. They’re a smaller IT service provider, so I usually talk to the same person each time, which is really helpful and means that I have a history with that individual—they know what we’ve encountered, and they’re able to address any problems we have quickly.

Are there any areas they could improve?

With respect to the project itself, we’re happy with what they did. Ongoing, we’re a small company, so there aren’t many issues that arise. However, I do wish they were less expensive as $1,000 per month for IT services seems quite a lot but I have no other complaints.

Do you have any advice for future clients of theirs?

They’re easy to work with and responsive, they really take the time to listen to what our needs are, and they try to provide the best solutions.

BACKGROUND

Introduce your business and what you do there.

I’m the director and engineering manager at Strategic Projects Inc. We’re an engineering consultancy with a current team of 60.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with 403Tech?

We were looking for a company that could manage all of our IT-related issues. Since having internal IT personnel would be a significant overhead for us, we wanted to bring in external resources.

SOLUTION

What was the scope of their involvement?

When we first engaged them, we were moving our office to a bigger location and wanted to transition from a virtual server to a physical one. They oversaw the process, designing the infrastructure before purchasing, inspecting, and maintaining the equipment. They also handled the migration service, which took about 120 hours of work.

Since then, 403Tech has assigned 1–2 resources who sit in our office and manage all day-to-day IT activities. When we hire a new person, they create an account within the server and set up an email address. The team also looks after the network drives, backs up the database, and troubleshoots any errors.

What is the team composition?

Scott (President, 403Tech) is our main point of contact. If we have any concerns about our services or larger IT issues, he addresses them. There are also two IT consultants in our office who handle the day-to-day issues. One is at a junior level, and the other is intermediate.

How did you come to work with 403Tech?

Initially, we called a few companies and looked at their response time, which is crucial for a managed services company. 403Tech responded the fastest with enough details, so we considered them along with two other firms. We also liked that they were a smaller company that matched our size.

How much have you invested with them?

We spend roughly $6,000–$7,000 per month on their services.

What is the status of this engagement?

I’ve actually used them at my previous company, so our relationship has spanned 3–4 years. For Strategic Projects Inc., we officially engaged them in February 2018 and continue to work with them for managed IT services.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

By overseeing our IT support, 403Tech has enhanced our efficiency. Before, my business partner and I would handle IT, which took time away from our core duties. After 403Tech joined, I had more time to focus on tasks that need my attention. Their team does a great job, and there’s less downtime as a result.

How did 403Tech perform from a project management standpoint?

We use a ticket system to track items. Once we submit a ticket, their team sends an automatic confirmation before following up. Contractually, they promise to reply within eight hours, but the team often gets back to us in 1–2 even if they can’t resolve the issue right away. In those cases, they’re diligent in keeping us in the loop.

What did you find most impressive about them?

Compared to larger IT companies that we’ve worked with, 403Tech is particularly responsive to our needs. We’ve had a couple of problems over the weekend that had to be fixed, so I called Scott, and he personally handled the situation without charging extra.

Are there any areas they could improve?

Some IT companies give reports at the end of the month that show us how many technical issues we experienced, what kind of problems we encountered, and how many hours we used. While I didn’t specifically ask for this service, it would be nice to see a monthly report. I’m sure if I ask them, they’d be happy to oblige.

BACKGROUND

Introduce your business and what you do there.

I'm the office manager at a legal firm in Calgary, Alberta. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with 403Tech?

Back in 2014, we needed to change all our computer workstations. We reached out to 403Tech for support. 

SOLUTION

What was the scope of their involvement?

We have an ongoing partnership with 403Tech. After they changed our workstations on-premise for our first project, they helped us when we moved to a new suite. They provide problem-solving support on a daily basis if any issues arise at specific workstations. Each of our users can contact them directly, and they usually respond quickly. They manage our servers, as well. 

What is the team composition? 

I coordinate with the owner, Scott (President, 403Tech). When our employees reach out to them for help, the team usually responds to those calls. 

How did you come to work with 403Tech?

We found 403Tech through a reference. 

How much have you invested with them?

We use their gold service package, which costs about $800 per month. 

What is the status of this engagement?

We started working with 403Tech in February 2014 and have renewed our service contracts annually through this year. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The main thing we value about 403Tech's services is how quickly they respond. Our previous IT service provider had much slower response times, which was one of the reasons we switched vendors. We have noticed fewer issues with our computers and less downtime in general since we started working with 403Tech. 

How did 403Tech perform from a project management standpoint?

We use a ticketing system to submit service requests to 403Tech. In practice, they tend to respond faster than they predict in their response tickets. The system usually sends us a disclaimer that the team might not respond to non-urgent matters until the end of the day, but we usually hear back from them a few minutes after we send the request. 

What did you find most impressive about them?

403Tech is extremely quick to respond, which is the most important criteria for us. 

Are there any areas they could improve?

I can't think of anything. 403Tech is doing a good job, and we're satisfied so far.