Could you share any statistics or metrics from this engagement?
Our network downtime is minuscule. If it's down, it's scheduled for regular maintenance. We're very lucky, but we're also very proactive with things. Servers are under warranty and things are fixed and addressed as soon as things don't look right. Proactive is a good word to describe them.
As a medical billing service, we're open six days a week, and we have people working in three time zones, so we're open all of the time pretty much. There are people working all the time. They are very responsive to that and they understand. They can take their technology and make it work in our business model. They know the 15th of the month and the end of the month is very important to us and treats it as such. They understand the priority of how to work a problem, and that's probably because we've been together for so long.
ComputerSupport.com does an outstanding job. If you have issues that are out of your control – say your Internet service provider is down – we have a failover plan, and they can move us to that failover plan within an hour so that our business day is not impacted heavily. I think that they put a lot of planning into things, so that when issues do come up, you can mitigate them very quickly and move on with your day. It's a very predictable and intelligent approach.
What distinguishes ComputerSupport.com from other providers?
They have a phenomenally well-credentialed and intelligent group of technical professionals. We've been consistently impressed by them.
Is there anything ComputerSupport.com could have improved or done differently?
I think that the only feedback that I've ever given them is probably pertaining to our help desk, our tier one kind of support, and getting the right person in that job. As you can imagine, that can be a frustrating position, dealing with all sorts of people and all sorts of problems, people with all sorts of different skill sets and levels of understanding when it comes to IT.
In the past, we've definitely had some help desk folks that weren't well matched to us. I meet with them every Tuesday, and we discuss things like that in our weekly meetings. The issues have always been addressed in a timely fashion, and the help desk folks that weren't a good match for us moved on and another person took over. We're very happy with how that works. They really make my life so much easier. I can sleep at night.