GenCare

BACKGROUND

Introduce your business and what you do there.

I’m the IT manager of a small manufacturing company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

We didn’t have the knowledge to complete some of our higher-level IT work. We reached out to General Networks to help with that.

SOLUTION

What was the scope of their involvement?

General Networks did a lot of work with Microsoft Azure and Server 2016. They also handled multifactor authentication and network security, among other things.

What is the team composition?

We worked with 2–3 people from their team.

How did you come to work with General Networks?

They were referred to us by another company that had worked with them in the past.

How much have you invested with them?

We spent between $10,000–$50,000.

What is the status of this engagement?

We worked together from February–September 2020.

RESULTS & FEEDBACK

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

Thanks to their work, our security footprint expanded significantly. We also met certain compliance standards in our industry. They did everything efficiently and timely.

How did General Networks perform from a project management standpoint?

They were very organized. If things dragged on, we had contact with the people involved.

What did you find most impressive about them?

Their expertise was most impressive — they knew what they were doing.

Are there any areas they could improve?

No. We were pleased with all of the work they did.

Do you have any advice for potential customers?

Be as detailed as possible. If you want things done fast, it helps to have someone on the other end who knows what they’re doing.

BACKGROUND

Introduce your business and what you do there.

I’m the director of IT at Frasco Inc., and we’re a law practices firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

We needed help with the aspects of our IT consulting and operations.

SOLUTION

What was the scope of their involvement?

They do the heavy lifting in the data center; they manage terminal server configuration, Microsoft Azure active directory, firewalls, SonicWall appliances, and all the core network operations for our business.

What is the team composition?

We’ve worked with several people over the years, but our primary contacts are Jeff (VP), Herb (Treasurer), Charles (Director of Technical Services), and Lee (System Engineer).

How much have you invested with them?

We’ve invested around $1,000,000 on many projects with them over the years.

What is the status of this engagement?

We started working with them in June 1992, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We’ve been working together for almost 30 years, and that’s because they do great work for us.

How did General Networks perform from a project management standpoint?

They’re good at meeting deadlines.

What did you find most impressive about them?

We’re happy with the services they provide for us. 

Are there any areas they could improve?

I don’t think there’s something they can improve on at the moment. 

Any advice for potential customers?

Work closely with them to ensure they understand your needs.

BACKGROUND

Introduce your business and what you do there.

I am the owner of SurrogateFirst, a small consulting company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

We were transitioning off multiple platforms, migrating our email and other CRM systems. We needed General Networks to help us with the migration into these platforms.

SOLUTION

What was the scope of their involvement?

I was looking for an easy transition with my staff because they're not very technical. We had calls to get our team ramped up on the system and encourage a smooth transition. General Networks has helped us migrate to a platform improving our security and access, like our authentication process and swipe data from active data.

What is the team composition?

I’ve worked with some people, but I mainly communicate with the project manager and their Help Desk. 

How did you come to work with General Networks?

We found them through a referral from one of their clients.

How much have you invested with them?

In total, the project was about $5,000–$7,000.

What is the status of this engagement?

We started working together in January 2021, and our employees now reach out whenever we have any issues.

RESULTS & FEEDBACK

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

They met our goal: to have one platform where we’d get to store our content. The General Networks team was accessible, helpful, and very quick problem-solvers.

How did General Networks perform from a project management standpoint?

We communicated through Teams, and we’d met in person with the account manager. We talk once or twice a month.

What did you find most impressive about them?

General Networks’ ability to manage their projects has been good. They are pretty thorough and detailed. Moreover, they’d summarize what the needs are, confirm it with us and execute on it. 

Are there any areas they could improve?

No, I think they're good.

Any advice for potential customers?

Communicate with them about your needs. It doesn’t have to be in technical terms. They are very good at relating whatever your needs are to the requirements. If you’re not very sophisticated in terms of what you think you need, General Networks is a good company to speak with because they make you feel comfortable and translate your needs into solutions.

BACKGROUND

Introduce your business and what you do there.

I’m the assistant controller for a private equity country club. One of the functions of my job is to provide onsite IT support for our team.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

For the higher-level IT issues that I can’t handle on my own, we’ve brought them in to help me out. They either let me know how to solve the problem or simply solve it themselves.

SOLUTION

What was the scope of their involvement?

They monitor all of our IT services, providing support related to cybersecurity, user accounts, server management, and infrastructure. Most of their work is remote, but they’ve come on-site before for hardware-related upgrades.

What is the team composition?

My main point of contact is Jeff (VP of Technical Services Sales). He helps us with purchasing and guides the scope of our engagement based on industry best practices. Day-to-day, I deal with four of their help desk team members. They provide troubleshooting and setup support. For on-site work, I’ve worked with another member of their team.

How did you come to work with General Networks?

I’ve worked with them in a previous position. They were already working with my current company when I started in my present role, so I was happy to continue the partnership. Whenever the topic of a new IT vendor has come up, we’ve decided to stick with them due to their hands-on nature, their prominence in our industry, and their pricing.

How much have you invested with them?

We spend $2,000 each month for their general services, with work being added on as needed for an additional fee.

What is the status of this engagement?

We’ve worked together since I started in this position in February 2017. They had been working with the company since 2015, though.

RESULTS & FEEDBACK

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

I’ve always been satisfied with their work. They’re very up-front about what they can do, how much their services will cost, and what IT best practices dictate for any given project. Their team is also well-connected, so if they don’t provide a service they can connect you with a firm that does. They’ve done whatever I’ve asked them to do for a fair price.

When you don’t hear about IT, it generally means everything’s running smoothly. They’ve been great at limiting issues by being proactive in anticipating problems. Jeff provides us with a five-year outlook on how to continuously upgrade our infrastructure to keep up with new technological demands.

How did General Networks perform from a project management standpoint?

It’s nice having an external IT team operating in the same region as us. We’ve never had any communication issues. They’ve always stayed within budget as well. There are never any surprises.

What did you find most impressive about them?

Their customer service is great, which is important for keeping our IT infrastructure running smoothly. We’ve even received support on Christmas Eve when we’ve needed it. I can always count on them for a quick response.

Are there any areas they could improve?

I can’t fault them for this, but we’ve had fewer on-site visits since the beginning of the pandemic. They also recommend mostly HP products. It would be nice to see them offer a greater variety of brands.

Do you have any advice for potential customers?

Pick their brains and take advantage of their expertise. Spend a day with them to get their insight on what your business should be doing from an IT standpoint. They’re an honest firm and their pricing is fair, so they won’t steer you wrong.

BACKGROUND

Introduce your business and what you do there.

I’m the IT Director of BrandVia, and we’re a company that makes promotional marketing materials — in layman’s terms, we make swag. We put labels on things, from a water bottle to a widget.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

We were moving from Google to Microsoft as our main business platform, and I wanted some help to make sure everything went smoothly, even though I felt comfortable enough to do the process myself.

SOLUTION

What was the scope of their involvement?

General networks has basically been my primary Microsoft partner ever since. The initial contact with them was around helping us migrate from Google Business, to Microsoft 365 from a platform standpoint.

Right now, we’re moving a little further into the Microsoft 365 platform, meaning we’re going to start leaning more into their security like Azure Active Directory. The second thing they’re helping us with is migrating our phones to Microsoft Teams Business Voice.

Additionally, we’re also leaning on them to help us with SharePoint. I’m trying to create a learning environment for my team, myself included, so we can do as much heavy lifting as possible while General Networks looks over our shoulders. Typically what happens is my team will sit down, plan out everything, and we'll then go to General Networks, who will guide us throughout the process. What ultimately ends up happening is my team gets a strong knowledge base.

What is the team composition?

My primary contact from their organization is Jeff (VP of Technical Services Sales). I also work with Charles (Director of Technical Services), who is my technical contact, and the one who helps us with the SharePoint project. The last person who I directly work with is Annant (Help Desk) who acts as my primary technical counsel.

How did you come to work with General Networks?

My introduction to General Networks came from another vendor, who wasn’t able to fulfill our needs.

How much have you invested with them?

We’ve probably invested somewhere around $15,000.

What is the status of this engagement?

Our project with General Networks started in March 2020, and it’s been ongoing since.

RESULTS & FEEDBACK

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

Jeff is very knowledgeable and he has helped out in understanding the Microsoft licensing, which is quite a lot to digest. Charles is also great in helping us with SharePoint in the early days, which was tricky, because we were essentially taking a bunch of Google sites and converting and translating them into SharePoint sites — which requires a bit of retooling.

His knowledge and expertise played a big part in that. It wasn’t something that he had ever done before, but he knew how it could be done. He figured it out and helped us out a lot with that situation, because he had the tools and resources to do it — so that was great and I was very happy with the results.

As far as current projects go, Annant stays on top of everything. I was looking at some information on a Microsoft site, and he went ahead and told me that the information was outdated. He found me some resources that proved that point, and found out that Microsoft’s website is not always the most current, at least now.

How did General Networks perform from a project management standpoint?

We typically communicate through email because it’s way more conversational. Thankfully we haven’t really had any actual problems where we need real technical support — they’ve just been brilliant with managing the project.

We have weekly standing meetings, where typically at the end of it, my team would have a task list to work on. Then if we have any questions or anything pops up, we just simply email them and they’ll reply.

What did you find most impressive about them?

We’re very impressed with their knowledge and their willingness to help. There are two key things that I look for and those are I need to know if you know your stuff, and if you’re going to extend your hand and help. The way our company collaborates with vendors is we don’t want them to do all the work, we want them to teach us how to do the work.

I will always take the opportunity to learn and teach my team as well, but with General Network's guidance because I don’t want to create problems for my company. Having someone like General Networks at just a phone call or email away, makes things so much easier and cleaner. They’ve been super helpful, super knowledgeable, and they’re everything I can hope for.

Are there any areas they could improve?

At this point, I don’t know. We haven’t worked long enough together and there haven't been any real problems so far. They’re all great, they’re all responsive, so I can’t think of anything right now.

BACKGROUND

Introduce your business and what you do there.

My company is a produce shipping company, called Kennedy Produce, Inc., and I’m the president. We’re a shipper of fresh fruits and vegetables to the state of Hawaii. We handle the buying, logistics, and quality control on the frontend of produce transactions for foodservice distributors, as well as some food-processing customers. We buy fruits and vegetables, truck them to our cold-storage facility, build orders based on customer requests, and then load air and ocean containers to send them to Hawaii to be distributed among a number of customers.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

They’re handling our computer maintenance and management, including our server environment. I was looking for security as well, as I hear a lot about ransomware attacks and know someone that happened too. Additionally, we wanted someone accessible to our business to field calls and help fix computer issues.

SOLUTION

What was the scope of their involvement?

We use an in-house server, but we’re in discussions about how to transition to the cloud for storage and such; there are just a few hardware issues to work out, as well as requirements around internet speed and capability. I’m in a difficult physical location that isn’t serviced well.

I consider them my managed service provider. We turn to them for new equipment (computers, laptops) or helping us decide how to proceed on those decisions. We rely on their expertise.

What is the team composition?

My primary point of contact is Jeff Baker (VP & Sales Director). He sells their services and manages their customers. We also work with their help desk, where we call-in directly. I’ve spoken to a number of their phone reps and they are very knowledgeable. Anant is one of their outside technicians, and he does service calls every quarter or six months or so to our buildings to make updates and address any concerns that we have.

How did you come to work with General Networks?

They were recommended to me by my former accountant, who was familiar with them. I’d been working with a computer resource that wasn’t as thorough with the work as they could have been, so I called General Networks. Based on that conversation and the recommendation, it seemed like a no-brainer to make the switch. I didn’t do a lot of other shopping around.

How much have you invested with them?

On a monthly basis, outside of equipment costs, we pay them $600-$700 per month.

What is the status of this engagement?

We’ve been working together since July 2017.

RESULTS & FEEDBACK

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

They respond to us quickly, and they possess remote capabilities. They fix things that slow us down and cause problems to our workflow. Produce companies operate early in the morning, and we can contact their help desk by 6 am. They also offer after-hours support — though it may be fee-based, it’s still available if the need arises.

They’re a very good partner to have. Maybe it’s only in comparison to my other resource before General Networks, but General Networks never speaks down to us. We’re not at the level of a computer operations expert, but there’s never a dumb question with General Networks. They walk us through our issues and explain what’s happening.

How did General Networks perform from a project management standpoint?

They’re good at initiating communication and following up. I get easily distracted, and they provide gentle reminders. They’re never pushy, but they remain persistent if something needs to be scheduled so no issues or delays arise.

We haven’t had failures on tasks. I have a new hard drive for our server that needs to be updated, and they purchased it and sent it to my office. Someone is coming on-site to update it because it’s a bit older, and there have been some indications that it might fail. This proactivity will make sure it doesn’t crash or cause any downtime, and it’s an affordable fix.

What did you find most impressive about them?

Their level of knowledge is vast, and they’re willing to work through a problem until they solve it. If we’re struggling with something and the solution isn’t obvious right off the bat, then they’ll spend the time to work through the issue with us. For example, we had a printer issue where it wasn’t linked properly to our server, and they solved it. They talked us through what to do.

Are there any areas they could improve?

There aren’t a lot of areas where they’re not meeting my needs. They do a good job staying on top of costs and contracts as well, and the work has been good. We don’t have to hunt them down at all.

BACKGROUND

Introduce your business and what you do there.

I am the director of software engineering. Our organization is Trusaic which used to be called First Capitol Consulting. We provide a number of workforce tax calculations including who’s qualified under the Affordable Healthcare Act. We also help employers with what they need to do to make sure they’re in compliance with that regulation. 

The other part of our business deals with taking that same workforce data, performing analysis, and figuring out if certain pay equity trends are being met within the workforce as well. We call it our pay parity product.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

We deal very heavily with workforce data, cleaning it, processing it, and doing a number of calculations that are relevant to our external stakeholders. However, we don't maintain any major servers in our location. That’s why we wanted to make sure that what we are doing in the cloud meets industry standards.  

SOLUTION

What was the scope of their involvement?

They’ve examined how we can clean up and optimize our cloud presence. They also check if we’re spending too much in some areas. Moreover, they also look for ways to improve our cloud deployment.

We did have a number of things that were deployed over the years, a lot of which are missing network databases, so General Networks deploys the Barracuda software to analyze our situation. That has helped us get an eye on things. 

Based on that, they look at our virtual machines and they’re able to recommend turning some off those.  Then, they also told us to get Azure Reservations. 

What is the team composition?

I work with Jeff (VP) and he’s our main point of contact. We also work with a technical employee and that person works largely in providing recommendations. 

How did you come to work with General Networks?

I did a general search. Initially, I was looking for somebody local, but I expanded my search. I reached out to a number of companies, but General Networks stood out because they were pretty clear about what they could offer. After that, we were able to start quickly. 

They weren’t trying to sell themselves as some Fortune 500 company or anything. Additionally, they were very straightforward whereas some of the competitors just made all kinds of promises. 

How much have you invested with them?

We’ve probably spent between $6,000–$7,000.

What is the status of this engagement?

We started collaborating in September 2019, and it’s ongoing. 

RESULTS & FEEDBACK

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

We’ve implemented their suggestions and some of them have been so impactful that we’ve been able to save several thousands of dollars. Overall, things have worked quite well for us. The bottom line is we’ve had a positive outcome.

We’re set to end our collaboration in a month, but we’ll definitely engage with them after that. 

How did General Networks perform from a project management standpoint?

We don’t have open tickets or problem reports with them that really need to be monitored since the team essentially provides consulting and helps us in certain areas. They’ve been responsive. I don’t remember having any issues in terms of their ability to answer the phone. We’ve been pretty productive because of them. 

Furthermore, they’ve definitely managed me as a client quite well. They’re also great with follow-ups and because of that, projects have been moving forward. Admittedly, we were a little bit nebulous at the start, but the team has been able to focus things down to make things work. 

What did you find most impressive about them?

They’ve been really able to tailor something to help us focus on what we’re looking for. In our case, what really jumped out has been how we could save costs in our cloud infrastructure. We also appreciate that they don’t overpromise. They just get things done. 

Are there any areas they could improve?

Nothing really comes to mind on areas General Networks could improve. They’ve been really spectacular. Honestly, I couldn’t ask for anything more. 

BACKGROUND

Introduce your business and what you do there.

I’m the CIO of a healthcare company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

We established an Office 365 tenant that General Networks helped us design.

SOLUTION

What was the scope of their involvement?

They’re working as our managed service provider and computer support. If we ever have issues, we use them for that as well.

What is the team composition?

So far, we’ve worked with three people, including Jeff (VP of Technical Services Sales), Charles (Director of Technical Services), and Jose (Senior Solutions Consultant).

Jose and Charles are in charge of our account from the IT perspective.

How did you come to work with General Networks?

I found them online. I searched for companies in the Los Angeles area, but it’s a little hard to find managed services providers unless you’re an IT person. I was looking more for Office 365, and I didn’t realize that what I really needed was a managed services company.

I think I came across them through Clutch and other areas. Based on that, I called and had a phone call with Jeff.

What drew them to me is that General Networks has been in business for 30 years. They’re also local. They had an arm of their company that they had rebranded and was dedicated to doing Compass 365 collaboration. I could get the managed services, but I could also get the Compass 365 collaboration, and I knew that they could work together.

Those things combined with the fact that they had been in business for a long time, and that they also present themselves as an employee-owned company, I was drawn to because they’re all stakeholders.

How much have you invested with them?

We’ve invested between $15,000–$20,000.

What is the status of this engagement?

Our engagement with General Networks started in October 2020.

RESULTS & FEEDBACK

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

Their team has come through on all the terms that we negotiated in the contract. I would give them high marks. It’s pretty early, and I’m just started to roll things out, but so far, it’s been very good.

How did General Networks perform from a project management standpoint?

We communicate more through phone calls and emails. They’ve been adhering to our timeline.

What did you find most impressive about them?

They’re friendly and responsive.

Are there any areas they could improve?

In their consulting areas. I feel like I need to know what I need and ask them to do it instead of them suggesting things. It is more like a fix-it break-it mentality, and they do a good job of that.

If I say I need something done, they will figure it out, and they will get it done, but it is less consultation in the sense that you want to have this level of security and them recommending the best practices that we need to do that we aren’t doing now.

I would like to get a little more of that, so fix-it break-it is one way to do it, and the other is consultation, and I would like a little more of a consultant and best practices recommendations and them giving me some options.

Do you have any advice for potential customers?

If you know what you want going in, they will get it done for you in an efficient and friendly manner. They will meet their targets on what they agreed to do.

BACKGROUND

Introduce your business and what you do there.

I work as a communications manager for PACE LA, a community development corporation and a 501(c)(3) nonprofit. We provide social services to the community in LA and surrounding areas. We help people find solutions to start a business, find employment, and get early childhood education, affordable housing, and energy services, including emergency utility bill payments. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

Our previous IT contractor used to help us with our servers and computers once a week. Unfortunately, our main person from the contractor passed away, and the person on our staff that was dealing with IT issues retired in the same year. 

We were left with the task of finding a suitable IT contractor that could help us with our servers and Microsoft accounts, as well as set up our email and make sure we were connected to the internet without any hassle. We hired General Networks then.

SOLUTION

What was the scope of their involvement?

General Networks provides IT services for us. We previously used Novell and our own servers for our emails. Whenever our internet went down, our emails went down as well. That was a big issue because we had some outages due to old hardware and instruments. General Networks has worked on fixing that.

At the same time, we wanted to make sure that migrating to Office 365 was part of the plan to change our IT contractors, and they did that. They’ve also worked on our network since our systems were so old. They’ve been able to complete these tasks. 

Now, we’re in the final stages of making sure our emails are secured. 

What is the team composition?

Usually, we work with Eric (Technical Support) whenever I have a question or two over the phone. For business-type visits, I work with Jose (Senior Solutions Consultant). I've also worked with a few other people, including Jeff (Sales Director & VP) and Cort (Former Senior Account Manager). 

How did you come to work with General Networks?

Our company found them through word of mouth. We received three bids from different companies around our area. General Networks set up our first hardware and server in the beginning before my time in the company, so they were definitely on our list. In the end, we decided to go rejoin General Networks, and Cort gave us a quote. 

How much have you invested with them?

We’ve spent around $800,000–$900,000 so far. Our monthly bill on top of the retainer services is around $400–$800 per month. We spent quite a bit in the beginning because we had a lot of issues with our internet and equipment. 

What is the status of this engagement?

We started working with them in June 2015, and the collaboration is ongoing. 

RESULTS & FEEDBACK

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

The general experience is good. We’re happy with their services because we've been able to upgrade our Internet. We’ve also migrated all of our emails to Microsoft 365.

In terms of overall quality, it's excellent. They keep us updated, and if something’s wrong with the firewall or server, they let us know immediately and come in the next morning to make sure everything's ok. They also do site visits every six months to make sure everything’s up to date and running. 

How did General Networks perform from a project management standpoint?

We're definitely in good hands with the whole General Networks team. I appreciate working with Eric. Whenever I have a question and I call in, I ask for him because he knows our systems pretty well by now. Sometimes, they might be busy with other clients, so I either leave a message for Eric or somebody from the team calls me back within the hour.

Issues are mostly handled through support tickets. Whenever we do a technical call, we split up a ticket and get information. We also request monthly reports so we can have our accountant allocate the cost to different departments. They've done a great job of sending those reports. We go ahead and make sure that they're correct. This process works well and serves us as a good system for now. 

What did you find most impressive about them?

I'm happy with their staff. Eric and Jeff have been great to work with. I know that if they can't answer my questions or there's an issue, they'll move it up to the next rung of the ladder and somehow figure it out. The other staff that I've worked with so far have been great, too, and that’s awesome. 

Are there any areas they could improve?

My only issue is that when I call, they’ll call me back through a receptionist or a call center, which figures out the urgency of the issue. For me, speaking to someone directly is better than receiving a voicemail so that I can let them know what the issue is. They can then figure out whether or not they should call back immediately. 

They usually call within the hour, and I’m still happy about that since I know most of them are working from home.

BACKGROUND

Introduce your business and what you do there.

I’m the executive assistant for an escrow company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with General Networks?

We needed help with computer support. We were unsatisfied with the support we were receiving from our current provider, which was lacking in response time.

SOLUTION

What was the scope of their involvement?

General Networks is our managed service provider. When they first came on, they helped us move away from a physical server to the cloud on Azure. They helped us decide which speeds and sizes of cloud equipment we needed to match our current settings. Additionally, they helped us migrate our main applications and managed our storage options. They also recommend equipment for us as needed.

What is the team composition?

I work with Lee (System Engineer), Eric (General Manager), Jose (Field Engineer), Charles (Director of Technical Services), and Johnny (Help Desk Engineer).

How did you come to work with General Networks?

We found them through a word-of-mouth recommendation. When we met General Networks, we were in the process of vetting multiple computer support companies. When we were approached by Jeff (VP of Technical Services Sales), we offered him the chance to fill our needs.

How much have you invested with them?

We pay around $2,000 per month.

What is the status of this engagement?

We started working together in March 2020, and our work is ongoing.

RESULTS & FEEDBACK

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

They do a great job. We’re very satisfied. Their knowledge and expertise are on hand when we need them. I’d give the engagement a nine out of ten, only because we’ve been with them for less than a year so far.

How did General Networks perform from a project management standpoint?

They’ve been great. We were ahead of schedule on the Azure migration and they made sure I understood all the applications that were part of the migration. We communicate via email and support calls.

What did you find most impressive about them?

Their expertise stands out. Every problem I’ve had, they’ve found someone to help me with it or solved it themselves. Their turnaround time is also very quick. Whenever I have an urgent issue, they make sure it’s resolved quickly. I’m grateful for that.

Are there any areas they could improve?

Sometimes when I call, I get their voicemail. I call multiple times until I get someone on the phone. If it doesn’t get resolved within ten minutes, I call a manager on their cell phone directly. Even though their response time is great, getting to them is sometimes difficult because they only have 1–2 support desk operators at a time.