IT Managed Services
$50,000 to $199,999
Apr. 2016 - Ongoing

4.0

Quality: 2.5

Schedule: 4.0

Cost: 3.0

Willing to Refer: 3.5

“Every week, our account rep goes over graphs to show our open versus closed tickets from the previous week.”

Dec 18, 2019

IT Systems Support Analyst, Doorbell & Lighting Distributor

Anonymous

Other industries
Kentucky, United States
51-200 Employees
Phone Interview
Verified

Paranet Solutions, LLC is the ongoing IT service provider for a lighting and doorbell company. In addition to remote support and network maintenance, they’ve helped set up new locations and onboard employees.

Although Paranet Solutions, LLC is generally a reliable service provider, their team has recently been less efficient than they should be. While they’ve performed well on bigger projects, easy tasks are often dropped. However, they communicate consistently and are always courteous.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the IT systems support analyst for a lighting and doorbell company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Paranet Solutions, LLC?

They’re our main IT service provider.

SOLUTION

What was the scope of their involvement?

They host our servers at their data center, and all of our offices are able to access that through a VPN site to site. They also provide remote support for software application issues. When needed, they also make suggestions if we’re having a hardware issue.

Among projects like onboarding new employees, they’ve helped us with some bigger transitions. They assisted our warehouse relocation. They made sure all of our equipment was set up, WiFi access points were configured correctly, our firewall, and wireless LAN Controller switches were properly set us.

What is the team composition?

We have an account representative, but the rest of the staff fluctuates. At most, we’ve had ten people working on a project.

How did you come to work with Paranet Solutions, LLC?

The partnership was already ongoing when I was hired.

How much have you invested with them?

We’ve spent between $50,000–$200,000.

What is the status of this engagement?

They became our partner in 2016 and we continue to work together.

RESULTS & FEEDBACK

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

Generally, they’ve been a reliable service provider. Each week, the account rep and I go over open tickets, tickets that were closed, and machine status. It’s a general overview of where we stand. Recently, they’ve gone through a lot of organizational changes and it has taken them longer than it should to complete certain tasks.

How did Paranet Solutions, LLC perform from a project management standpoint?

Every week, our account rep goes over graphs to show our open versus closed tickets from the previous week. It’s really a general overview of how our project is being handled. I do think they’ve fallen off recently because of staffing changes. They tend to drag their feet on tasks that should only take a few minutes. Of course, sometimes it’s swift, so they’re inconsistent.

What did you find most impressive about them?

They brought on two project managers when we relocated our warehouse, and they did a really great job managing that project. The second project manager executed the plan perfectly.

Are there any areas they could improve?

I think their response time could be better.

Do you have any advice for potential customers?

Make sure you have someone who will really hound them to get things done. Hammer out a Standing Offer Agreement (SOA) to ensure a faster response time too.

RATINGS

4.0

"They’re always courteous, professional, and approachable. Their staff is very knowledgeable."

Paranet Solutions, LLC

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