What was the scope of their involvement?
When we first started with them, they worked with fifteen workstations along with any kind of supporting equipment, such as printers and devices. They also handled two servers.
Initially, they were focused on security and were going to make sure that every computer was up to date on licensing and anti-virus software. Then they upgraded the firewall. Once they set up that structure, they continued to maintain it.
On top of that, they’re our primary technical support. So instead of coming to me, my team can go to them when they need help.
Most of what they do can be handled remotely, but they come on-site when needed. When we have new equipment, they come to our office. One time, the server failed and they came on-site to fix that on the same day.
What is the team composition?
Over time, about three people have touched our project. At the beginning, Kevin (CEO) was very hands-on, but the main person handling our account is Victor (Senior Engineer). We worked with someone else briefly to support Victor.
When it comes to looking forward and planning the future, Kevin (CEO) is always available for a consultation. He’s always able to suggest how they can help handle things going forward.
How did you come to work with CyberDuo?
I found them through a Google search. We contacted a bunch of different companies for quotes. The biggest deciding factor for us was value and attention to the customer. Most companies that we considered weren’t a good fit for us. Some showed their service offerings, but they weren’t very flexible. For some situations, their response times were 24–48 hours, but that would halt business for us.
CyberDuo, in comparison, was more attentive. We were working with their CEO directly, and at the very beginning, they promised that they would pick up whenever we called. If it’s something they can handle quickly, they’re able to help right away.
How much have you invested with them?
It started off pretty low cost because it was just the managed service, but we’re looking at a few new projects. It’s probably going to be over $200,000.
What is the status of this engagement?
We started working with them in November 2017 and our engagement is ongoing.