TIBUS

BACKGROUND

Please describe your company and your position there.

Ardmore is Ireland's only integrated marketing agency. We work across multiple channels and formats to help our clients deliver positive change in the behaviours, beliefs and habits of our society. My position is Senior Digital Project Manager, responsible for all web development projects and digital strategy for several clients.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TIBUS?

Cloud Hosting services for multiple websites from shared hosting for microsites and basic brochure websites to dedicated hosting for custom builds and eCommerce websites.

What were your goals for this project?

Transition a client's existing websites across to managed VPS web hosting.

SOLUTION

How did you select TIBUS?

Tibus have been a trusted partner for many years, providing hosting for websites of various technologies and sizes.

Describe the project in detail.

To transition a client's existing websites across to managed VPS web hosting, revamping their website in the process.

What was the team composition?

• Account Manager
• Project Manager
• Web Designer
• Web Developer
• Systems Admin (Tibus support team)

RESULTS & FEEDBACK

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

The web hosting server was provisioned in a very timely manner and the Tibus team were on hand to support us with multiple queries. When any queries did arise, they were dealt with very promptly and the ticket tracking system meant we were assured support form the wider Tibus team where needed.

How effective was the workflow between your team and theirs?

Extremely effective. When we had a query we just needed to raise a support ticket which was done automatically when we sent an e-mail. Most inquiries were dealt with very promptly and within a matter of hours.

What did you find most impressive about this company?

They seem organised, professional and very knowledgeable - they were able to understand the ask and provide an appropriate solution no matter how technical.

Are there any areas for improvement?

N/A

BACKGROUND

Introduce your business and what you do there.

I work as a marketing manager for Precision Heating Ltd. We are based in Ireland and supply the heating and plumbing industry with various brands. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TIBUS?

We were looking for a hosting and development company for our website, which customers used to order products and stock from us. Our top priority was security; we had an internal IT team that required us to follow strict security guidelines and inspected any software or company that would be looking after our site.

SOLUTION

What was the scope of their involvement?

Our company designed our website internally, and TIBUS is now providing us with hosting, security, and web development services. Their team has helped us a lot with SSL searches and technical issues we might have had regarding the setting up and launching of our website. 

We’ve launched another website with them, which is based in Northern Ireland. They’ve set up the website and emails in a couple of hours, and now we’re up and running. 

What is the team composition?

I work with two IT consultants. Igor (Customer Support Engineer) helps us with any technical issues on our projects. 

How did you come to work with TIBUS?

We did an extensive search of service providers, and TIBUS was by far the most impressive one. The team looked after the security of central and branch banks in Ireland, so we decided to go with them. 

How much have you invested with them?

Our company has invested close to €20,000 (approximately $24,000 USD).

What is the status of this engagement?

Our engagement started in December 2019, and we’re still working with them on an ongoing basis. 

RESULTS & FEEDBACK

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

We’ve been with TIBUS for over a year, and it’s been absolutely amazing. We haven’t had any security issues, and the technical team is there 24/7. They go out of their way to help resolve issues even if it is outside of their role. 

How did TIBUS perform from a project management standpoint?

The team is exceptional and exceeds at meeting deadlines. They do the work within 20 minutes from receiving an email or within the timeframes given. We are so happy with them and the way they communicate with us. 

What did you find most impressive about them?

They are an incredible, knowledgeable team. The most impressive aspect is their ability to communicate with non-technical people on a very effective level. Service issues can happen when the company staff can’t communicate properly with the customer. 

Are there any areas they could improve?

I am quite critical when it comes to areas for improvement, but we have stayed with TIBUS precisely because of their level of service.

BACKGROUND

Introduce your business and what you do there.

We’re AV Star Systems Ltd., an event supplier of sounds, lightings, LED screens, and other equipment. We also supply personnel for the operation of such equipment and live streaming events. Our company also has a video department. 

On top of that, our team installs equipment such as cameras for church services and cameras for real-time stock sales. We also serve in corporate events such as large-scale concerts. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TIBUS?

We initially hired TIBUS for web hosting services with email support. However, we’ve recently decided to use them to create streaming servers for us. 

SOLUTION

What was the scope of their involvement?

We’ve been using TIBUS to host our website since 2009, and they’ve been working on website updates and maintenance for us.

At present, TIBUS is helping us build new servers for better streaming services. We’re currently planning to create HTTP Live Streaming (HLS) and Web Real-Time Communication (WebRTC) streaming servers to attain the standard 15-second latency streaming system. We’re also planning to bring in a sub-second latency streaming server online with them.

We’ve recently set our community server up and running, which will allow us to build an over-the-top (OTT) system. We’re starting the testing process soon, and we’re hoping to go live on our first one shortly. After that, the next big project is the sub-second low-latency system. 

What is the team composition?

We’re working with Igor (Customer Support Engineer) and with another person as our server guru. Andrew (Managing Director) handles the financials and serves as our project manager.

How did you come to work with TIBUS?

My uncle, who owns a company that builds government and banking websites, used TIBUS’ services when he was building his first website. He said I should use them, and that was how we started working with TIBUS. 

Over the years, I’ve come to know a few people from their team, including Igor. I’ve developed a good relationship with him, so we’ve decided to move all of our online aspects over to TIBUS.

How much have you invested with them?

We’ve spent €25 (approximately $29 USD) a month up until recently, but it will soon go up to €2,000–€3,000 (approximately $2,300–$3,500 USD) a month.

What is the status of this engagement?

We started working with them in March 2009, and the partnership’s ongoing. 

RESULTS & FEEDBACK

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

TIBUS’ support is amazing, and they’re always there for us when we need them. I’ve never had downtime on the website. Since we’re hosting a client-heavy website, this kind of support is what we need. 

Apart from that, they learn fast. For instance, I brought them a new piece of server software that they’ve never used before. They hopped on it, reviewed it within two days, and came back to me quickly. I’ve recently hopped on a call with them, and they said they’ll have a demo available soon. It’s the kind of service that I’ll expect if I’m doing it myself, and I can’t ask for more than that. 

How did TIBUS perform from a project management standpoint?

We’ve been doing everything via emails and phone calls. Soon, we’ll set up a Slack channel, though we haven’t talked about that yet. We’re in the infancy stage of our second project with them, so the communication and project management there haven’t developed. 

They’ve also assigned me another team member who’s going to put automation in place. They’ll build and add different hard drive spaces and auto-scaling features. So far, everything they’ve said has been what I wanted to hear. 

What did you find most impressive about them?

When we come to TIBUS with something they’re interested in, they approach it like they’re a part of our business and team — this speaks for itself. 

Are there any areas they could improve?

No, there aren’t any as of now. I’ll take note of that in our upcoming projects. When our secondary project kicks off, I’ll have a better understanding of what they need to do to improve. If they put everything in place and do everything that I’ve asked them to do, then I won’t have any constructive criticisms. 

Do you have any advice for potential customers?

Speak honestly and open up to TIBUS. They’re genuine and decent people, and they’re willing to work together with you, so don’t be afraid to share everything with them. The more information you give them, the better they can get a feel of your project. Then, they’ll see whether they’re a good fit for it. 

BACKGROUND

Introduce your business and what you do there.

Trocaire is an international NGO. We’re a humanitarian organization with offices in 17 countries around the world. I’m the IT operations and information security manager.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Tibus Ltd.?

In 2020, we undertook a project to develop a new website or re-engineer our existing website. As a part of that process, we looked for a new hosting company.

SOLUTION

What was the scope of their involvement?

They host our WordPress website. We wanted an open-source solution for it’s strong usability, but that type of environment does present IT challenges around security. Tibus ensures we’re operating safely.

One of the big things they do in hosting our WordPress platform is provide expertise since we don’t have the necessary resources in-house. They’re responsible for patching not only the hosting environment and the server on which it runs but also the WordPress CMS itself. They’re responsible for all the WordPress plugins and vulnerabilities that arise from them. They take care of any needed updates.

What is the team composition?

I probably engage with 3–4 members of their team in total. There is a technical lead, a business manager, and two technical support resources in the background.

How did you come to work with Tibus Ltd.?

We published a tender for hosting services, and Tibus Ltd. Responded. We place great demands on our website for data protection and information security, along with generating income, so we needed a company that provided availability, reliability, and uptime.

How much have you invested with them?

We spend about $12,000 per year.

What is the status of this engagement?

We’ve been working together since May 2020.

RESULTS & FEEDBACK

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

Since the website went live in September 2020, it has been available as per our service agreement. There have been no incidents whatsoever.

As part of our agreement, we have a quarterly check-in, and there have been no issues of note. From dealing with Tibus, I would say that they’ve been professional, from the tender process through negotiations and go-live. They’re knowledgeable about their subject.

Everything is very good from our perspective. I deal with a number of service providers around the globe, and Tibus is one of the most professional I’ve dealt with. Their ISO 27001 certification shows that they have security and good processes.

How did Tibus Ltd. perform from a project management standpoint?

They are knowledgeable and very responsive to queries. Our agreement establishes good processes for incident management and reporting. These standards prevent issues from arising. Tibus Ltd. has very good service management.

Since the site went live, we’ve had a couple of technical queries, and Tibus hasn’t been afraid to get involved. They easily could have said that it wasn’t their problem, but they’re not like that. They’re very supportive.

What did you find most impressive about them?

I’m giving them a fairly glowing reference, and I think it’s warranted, but I hadn’t even heard of them before we engaged with them. They’re process-oriented and have knowledge that empowers them to stand behind us. I would strongly recommend them to anyone.

Are there any areas they could improve?

No, not in our experience at this point in time. We were very definitive in what we wanted out of the engagement, and they were clear about what they could provide. Both sides are benefitting from that direct start to the project.

Do you have any advice for potential customers?

Leverage their experience and allow them to guide you. They’re a good value for the money.