Ntiva, Inc.

BACKGROUND

Please describe your company and your position there.

I am the CEO of a Finance company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Middleground Technologies?

We hired them for ongoing fully Managed IT Services, Cyber Security, and Microsoft Azure/365 Cloud management.

SOLUTION

How did you select this vendor and what were the deciding factors?

We went through a rigorous RFP process and identified 5 MSP's in the area. The deciding factors was their experience in our industry, their IT processes they had (I really liked their portal), and their attention to response time and customer service.

Describe the project in detail and walk through their service package.

The have all inclusive package for IT services, it includes everything - tech support, monitoring, maintenance, consulting. For Cyber, its a nice customized packaging with a layered approached. We talked through all the options and selected one that made the most sense for us.

How many resources from the vendor's team worked with you, and what were their positions?

5 people.

• The Account manager
• engineer
• project manager
• service manager
• the sales person

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Yes, they onboarded us super fast and super smooth in just a few weeks. We were up in running in the Azure Cloud in just 1.5 months!

How effective was the workflow between your team and theirs?

Very very good. They use a nice ticketing system and portal that helped a lot because it gave us visuals into what was going on in all the phases.

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

Everyone here is super focused on customer service. They may not be really perfect, but you can tell they care a bunch.

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

I would say just cut down on how many emails you send me:) I like to be updated, but i just wanted used to all the communication.

BACKGROUND

Introduce your business and what you do there.

I’m the president of Marathon Sportswear, an apparel screen printing company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Ntiva, Inc.?

We hired Ntiva, Inc. to be our IT Company. Their team bought out the company we had been using for 7–8 years.

SOLUTION

What was the scope of their involvement?

They supply all of our hardware and software needs. They’re in charge of all our workstations, mostly desktops, laptops, servers, and firewalls. In addition, their team provides on- and off-site support; they have a helpdesk that can help us remotely in our workstations, and they have people who can come in physically when we have projects.

What is the team composition?

One person comes out once every two months to manage our general maintenance needs. Then, if we have specific projects, 3–4 people usually come in.

How did you come to work with Ntiva, Inc.?

They reached out to us eight years ago, and we never changed our IT partner since then.

How much have you invested with them?

We’ve spent $50,000.

What is the status of this engagement?

Our partnership with Ntiva, Inc. started in June 2014, and it’s ongoing.

RESULTS & FEEDBACK

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

They’ve been our IT company for eight years and our partnership has been really good. We can’t compare Ntiva, Inc. with other companies because they’re the only IT company we've ever worked with.

How did Ntiva, Inc. perform from a project management standpoint?

From a project management standpoint, they’re doing really well. We can always call their helpdesk, and we’re sure that they’ll always answer. We communicate through phone calls and email.

What did you find most impressive about them?

They provide great customer service. 

Are there any areas they could improve?

The Ntiva, Inc team’s services are pretty expensive.

Do you have any advice for potential customers?

Make sure that you have a representative who’ll manage things on your side.

BACKGROUND

Please describe your company and your position there.

Director of Information Technology and IT Security

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Ntiva, Inc.?

Engaged on: IT Managed services Security Disaster Recovery

SOLUTION

How did you select this vendor and what were the deciding factors?

Passion of managed Services, onboarding process and leadership

Describe the project in detail and walk through their service package.

The transition from previous MSP to EQ/ Ntiva was smooth and had not negative impact to the organization.

How many resources from the vendor's team worked with you, and what were their positions?

Depending on the project and or support team Est 20+

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Touchpoints with the entire organization happened daily and each of those is a representation of my as the IT leader and generally speaking could to be anymore positive.

How effective was the workflow between your team and theirs?

Candance calls for our MSP, and project calls depending on the project.

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

Ntiva, Inc. offers the best service in comparison to all the previous providers I've worked with. Ntiva not only sets the highest standard for not only supporting the entire company but act as a representative for the IT organization. While finding resources with the technical skills is not a tremendous challenge, having a team of folks that have not only the skill-set but taking the time to understanding the company the values and having the sense of urgency for no matter the issue big or small day or night, is what I value the most of my Ntiva partnership.. In parallel Ntiva also brings tremendous experience on the project side such as disaster recovery and governance.

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

Ensure that capacity does not impacts level of service

BACKGROUND

Please describe your company and your position there.

I am the IT Director of a Commercial Real Estate Company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Ntiva, Inc.?

Our company required additional expertise to help us meet our IT goals.

SOLUTION

How did you select this vendor and what were the deciding factors?

We evaluated several vendors and Ntiva stood out as the obvious and best choice, based on their skill set, cost and availability.

Describe the project in detail and walk through their service package.

We required additional hands on assistance with our IT infrastructure. We needed help troubleshooting some IT pain points. We also wanted to have our systems monitored as well as someone to assist in remediation.

How many resources from the vendor's team worked with you, and what were their positions?

I worked with the VP of the company, but primarily work with my account manager, I have worked with techs of all levels.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

I have utilized Ntiva's services from simple break fix issues to an entire office being offline. I have worked with them on security issues and making sure we are not only in full compliance but also secure. I have had several extremely successful projects and we are also progressing all of our IT endeavors.

How effective was the workflow between your team and theirs?

Our continuity has been outstanding, I have one of the best account managers and communication has been stellar.

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

Their ability to handle IT-related issues on every level has impressed me the most. Ntiva stands out from the crowd of other IT companies with their technical prowess as well as their communication skills.

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

I know staffing is always difficult in the IT world, but Ntiva does a great job of communicating when a tech has moved on.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of a small personal injury law firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Middleground Techologies?

Our firm had general IT issues. We wanted to build a network for our computers as well as connect an independent scanner to our computers. We also needed to address firewall issues.

SOLUTION

What was the scope of their involvement?

Middleground came in and looked at our equipment. They recommended equipment changes and suggested equipment that fit our needs. After we agreed on the purchase of equipment, they set a date to deliver the new products and network our systems.

Now, we just call them as needed because we have a monthly plan with them. If we need assistance, we open a ticket, and then one of their team members responds to it.

What is the team composition?

I’ve worked with different people over the years.

How did you come to work with Middleground Technologies?

We ultimately chose them because the owners were wonderful. They explained all of their services at a fundamental level to help an attorney understand IT.

How much have you invested with them?

We’ve spent between $15,000–$20,000 over the years.

What is the status of this engagement?

We started the partnership in the fall of 2016, and it’s ongoing.

RESULTS & FEEDBACK

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

They only recommend what we actually need. Their team doesn’t upsell us or do more than needs to be done. They’re trustworthy.

How did Middleground Technologies perform from a project management standpoint?

Their communication’s excellent, and we’ve never had a problem with them. If the person who initially opens our ticket doesn’t know how to fix the problem, they contact one of the owners who always have a solution.

What did you find most impressive about them?

They provide personalized service. If there’s an issue, we contact them and don’t feel like one of 1,000 customers. We can always get a hold of Middleground’s owners, which is important to us. We have a nice working relationship.

Are there any areas they could improve?

No, they’re excellent for our needs.

Do you have any advice for potential customers?

Build a relationship with the owners. If let them come into your business, they’ll better understand your IT needs. It will help you to form a positive working relationship.

BACKGROUND

Please describe your company and your position there.

I'm the founder of a consumer brand oriented digital marketing agency.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Middleground Technologies?

We have a complex set of needs around data, cybersecurity, and equipment that we turned to the team at Middleground for. We know that security is important and wanted a firm that had expertise and knowledge in the space and could be proactive in helping us with our needs.

What were your goals for this project?

Our goals were to receive and act upon strategic advice around cybersecurity and our equipment and software.

SOLUTION

How did you select Middleground Technologies?

We evaluated a number of firms due to our network and found that Middleground offered a personalized experience, had curiosity around our business, and was genuinely interested in providing the right solutions to our business.

Describe the project in detail.

MI provides advisory services for our equipment and cybersecurity needs.

What was the team composition?

The team is outstanding and is lead by one of the cofounders.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We have been pleased by the strategic advice and proactive communication from the team around security and IT related matters. We are fortunate to have a team that we can reach out to that knows what they are talking about in plain language and gives us actionable items to execute to manage our IT and also turn for help when we need it (with a fast response time).

How effective was the workflow between your team and theirs?

Awesome - the communication is efficient, timely, and proactive.

What did you find most impressive about this company?

Proactive, curiosity, thoughtfulness, expertise without the upsell. They are reliable and smart partners to have to grow and scale a business.

Are there any areas for improvement?

Not that I can think of.

BACKGROUND

Introduce your business and what you do there.

I’m a legal assistant at Touhy Law Group.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Middleground Technologies?

Middleground Technologies provides tech support.

SOLUTION

What was the scope of their involvement?

In addition to our daily tech support, they’re always available. I need some help, I can call them up and ask a question. So, if I need help setting up a presentation, video conferences, or if I have a question about audio, they’re always there. They make sure that our day-to-day computer use is perfect. If we have a virus or it’s slow, they deal with it right away. They solve any problems we face. They’ve even helped me with computer problems at home. They provide a sense of safety and security when it come to tech.

What is the team composition?

There are 7–8 people I’ve worked with.

How did you come to work with Middleground Technologies?

They’ve been with our company since before I was involved.

What is the status of this engagement?

They’ve been working with us since January 2012, and our engagement is ongoing.

RESULTS & FEEDBACK

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

We never have computer difficulties because they’re able to solve any issues we face. They have so much knowledge. I can’t say enough how positive of an experience it has been. They do great work and they have great people.

Once, I had a mediation coming up, and I needed to upload audio into a PowerPoint, and I had no idea how it worked. It was after 5 pm, but they helped me work through it. Later, the case went really well too. So, they’ve gone above and beyond to make sure we succeed.

How did Middleground Technologies perform from a project management standpoint?

They have a ticket system, but I can message them directly if needed. They have a 24-hour service, so they’ll get back to me in just minutes, that’s wonderful. They get back to us right away, which can be super important for mediations, before trials, and things like that.

What did you find most impressive about them?

They have integrity and provide exceptional service. They do their work and get the job done.

Are there any areas they could improve?

No, they’re perfect.

Do you have any advice for potential customers?

I don’t really, because I think everything will go well working with Middleground Technologies.

BACKGROUND

Please describe your company and your position there.

I am the owner of wide range of retail platforms, specially Dairy Queen - where i over see the strategy and executive decisions for the stores.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Middleground Technologies?

We needed a company that could manage all of our IT services on a monthly basis, and help us migrate to the Cloud.

What were your goals for this project?

Our goal was to have a new Cloud infrastructure, an IT provider we could rely on to keep us running smooth, and also implement cyber security for us.

SOLUTION

How did you select this vendor?

We talked to about 5 different local Chicago MSP's. We chose Middleground Technologies because they were very fast to respond to us - listened to our needs, and put together a plan that just made total sense in English without being overly technical.

They seem to create custom solutions which we liked, and they have a great young dynamic team there.

Describe the project in detail.

We had 10 servers scattered across 6 sites, old computers, no firewalls - in other words, our IT looked like it was from 1995.

Middleground Technologies advised for us to move to the Cloud, and upgrade to new workstations with Windows 10 and Solid state hard drives. We also added new firewalls, ransomware protection, and backups.

What was the team composition?

We started with the sales rep - who setup a series of 4 calls with 3 engineers. We used a creative Google sheet to share between us to keep all tasks assigned and on track. With the calls and the sheet, it was clear who was doing what, and by when it would be completed.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Our Cloud environment is super fast, and we LOVE not having to worry about maintaining servers, and that we can access it from anywhere. Additionally, having Middleground available 24/7 to help us with any questions is a game changer for us. In 2019, after investing into technology, we have seen a 440% ROI from the investment we made.

How effective was the workflow between your team and theirs?

Very seamless - they've done this for 10 years or so, which made it very easy to align with them.

What did you find most impressive about this company?

They really do care. They put you first, listen, and help. I've never seen a company that is really that compassionate.

Are there any areas for improvement?

Can you offer more than just IT services? :)

BACKGROUND

Introduce your business and what you do there.

I’m the controller at Glass Designers Inc., a construction company that specializes in glass and glazing for new commercial, industrial, and educational buildings.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Middleground Technologies?

We hired Middleground Technologies to keep our network up and running and to ensure everyone had access to the information within our system. Years before, we were working with a smaller IT company that wasn’t backing up our data, and we ended up getting hit with a virus that impacted us for a few months. Middleground Technologies helped us get back on our feet.

SOLUTION

What was the scope of their involvement?

Middleground Technologies reorganized our entire network and structure within a few weeks. Their team instructed us on what we needed to do, gave us the antivirus software and backup equipment we needed. In the beginning, they came out to explain specific information to our team because we’re not IT specialists. Since then, most of the communication has been over the phone and done remotely.

What is the team composition?

In the beginning, we worked with one point of contact. After everything stabilized, he assigned a technician to work with us throughout our engagement.

How did you come to work with Middleground Technologies?

About a year before we had our issue with the other company, I started receiving sales emails from Middleground Technologies. At one point, Isaac (Co-Founder & Principal Consultant, Middleground Technologies) called me. He came in with another technician, and together, they diagnosed our entire network, giving us a full report on its health. I was impressed with what they gave us, and that’s how we got started. The other IT company never helped us like that.

How much have you invested with them?

Their average cost with maintenance, virus protection, monitoring, and the lease of servers came to about $1,200 per month.

What is the status of this engagement?

Our engagement with Middleground Technologies started in October 2017.

RESULTS & FEEDBACK

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

Once Middleground Technologies got everything up and running, it was smooth sailing. From that day forward, we stopped having major IT-related issues. With the other company, we had a problem every six months. The team at Middleground Technologies kept us in line. Currently, we’re subscribed to their telephone service using Microsoft365 and their voice over IP.

When users talk with our help desk, they’re pleased with the answers and services. If they didn’t have an answer right away, they at least called and told us that they were working on the situation.

How did Middleground Technologies perform from a project management standpoint?

From a project management standpoint, the team performs well. When they installed their server, they told us exactly what was going to happen within the timeframe. It worked out the way they said it would. Once that was up and running, it was smooth sailing.

What did you find most impressive about them?

I can’t say enough about how helpful and knowledgeable Middleground Technologies’ team is. They’re so informative, letting us know what they could work with and solving our problems. Their team even helped with our QuickBooks.

Are there any areas they could improve?

If they needed to improve on anything, it would be that they might want to put a two-step deal in place for questions. We’re in the construction industry, which means we rarely sit at our desks and at our computers. When they would answer our questions, we wouldn’t receive the responses until we got back to our office.

The new process would involve an email response along with a call or text to the client, letting them know that the situation was resolved or that they’re working on it.

Do you have any advice for potential customers?

I highly recommend Middleground Technologies to everyone. There’s nothing I would tell them to do differently.

BACKGROUND

Introduce your business and what you do there.

I’m a sales engineer/sales manager for a commercial and industrial air conditioning manufacturer representative. We sell heating and AC units directly from the manufacturer to contractors for large commercial and industrial spaces.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Middleground Technologies?

Our company was growing and our IT system was no longer meeting our needs. So, we hired Middleground Technologies to upgrade our system.

SOLUTION

What was the scope of their involvement?

They’ve improved our servers and software, implemented a new network, and boosted our network security. They’ve also advised us on purchasing equipment like computers and monitors. Since our first project, they’ve maintained our system and emails remotely and have made on-site visits when necessary. During emergencies, they’re on-call and have even come to our homes when an employee has a network issue.

What is the team composition?

We have a primary point of contact, but since their company has grown, we can call them and whoever is available will help us.

How did you come to work with Middleground Technologies?

One of our customers recommended them to us. Once we met their team, we explained what we were looking for, and it was a perfect fit.

How much have you invested with them?

We’ve spent between $25,000–$50,000.

What is the status of this engagement?

We started working together in April 2017 and our partnership is ongoing.

RESULTS & FEEDBACK

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

Since we began our partnership, our business has run more efficiently. Before, I managed the IT system with another freelancer, but it wasn’t reliable for us. Now it’s easier to send out quotes and get things done around the office. They’ve also given us very solid advice about what devices would be best for our business, and have helped us get discounts, which we really appreciate.

How did Middleground Technologies perform from a project management standpoint?

They’re phenomenal, and I appreciate their transparency. They’re usually very responsive, particularly in emergency situations. Their team is growing, and there was one instance when they were completely swamped with work and it took them a little longer than normal for them to respond to us. However, they stayed in touch with me, explained what was going on, and still accomplished what we needed before it became an issue. Although that was a challenge, it was a great experience and I was very impressed.  

What did you find most impressive about them?

Their transparency and communication are fantastic. They’re always on top of things and let me know if any issues arise.

Are there any areas they could improve?

Normally, I would say that as they add new customers, they need to maintain their communications. However, they’ve proven that they can do that already. Everything with them has been really great.

Do you have any advice for potential customers?

Tell them exactly what you need, and they’ll let you know whether or not they can deliver for you.