Making everyday operations easy

Making everyday operations easy - Empowering your business by taking care of the technical aspects.

  • 24/7 IT Infrastructure and Applications Monitoring
  • Managed Desktop Support
  • Application Support
  • Service Desk and Business Processes Outsourcing
  • Web Development
  • Office365 Support

Digital Ocean Partner | Microsoft Partner Network Member | Intercom Partner | Upwork Top-Rated

 
$1,000+
 
< $25 / hr
 
10 - 49
 Founded
2015
Show all +
Zhytomyr, Ukraine
headquarters
  • maidan Putiatynskyi, 2
    Zhytomyr, ZH 10002
    Ukraine

Reviews

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Managed IT Services for Global Development Organization

"We had projects across different time zones, so they worked 24 hours a day for us."

Quality: 
5.0
Schedule: 
4.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$200,000 to $999,999
 
Feb. 2018 - Sept. 2020
Project summary: 

An NGO outsourced their IT services to Diya after their IT department decreased. The team helped with their support across different projects. They resolved tickets for them within days. 

The Reviewer
 
501-1000 Employees
 
Arlington, Virginia
IT Operations Manager, Global Development Organization
 
Verified
The Review
Feedback summary: 

During the engagement, Diya resolved a majority of their assigned tasks. Their responsiveness makes them a trusted partner. They provided helpful insights and support throughout their relationship with the client. 

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 a senior IT officer for an NGO working on government-funded projects across the globe.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Diya?

We were addressing the issue of outsourced IT managed services. Our IT department had shrunk from five to two people, so we needed to engage an external partner to provide services at both our headquarters and field offices.

SOLUTION

What was the scope of their involvement?

Diya ran our IT support system and resolved all tickets. Any ticket coming in needed a response within four hours, and a resolution in five days.

What is the team composition?

I had a main point of contact, and we worked with 6–7 people from Diya.

How did you come to work with Diya?

We posted a job request on Upwork, and Diya was one of the companies that responded. Apart from the services they were offering, we were looking at how much the services would cost.

We liked Diya’s response, so we decided to engage with them.

How much have you invested with them?

The cost was based on the number of hours they worked, which we logged on Upwork.

The tier-one personnel had a cost of $15 per hour, and it went up to $18. Depending on the ticket, we averaged 6–8 hours per day.

What is the status of this engagement?

We started working with Diya around February 2018, and we stopped working with them at the end of September. Due to internal cost-cutting measures, Diya was one of the services we had to let go of.

RESULTS & FEEDBACK

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

When we first started, I had to handle a lot of the tickets. As time went by, most of it was pushed out to them, as they got more comfortable with how we did work internally.

We started pushing more of the ticketing work and resolution to them. Our target was to get Diya to resolve 80% of the tickets coming in. We never got to that percentage due to certain internal factors, but we were reaching around 60%. Some tasks required higher-level permissions, which Diya didn’t have.

How did Diya perform from a project management standpoint?

We had projects across different time zones, so they worked 24 hours a day for us. They were pretty good in terms of responding. They had a supervisor overseeing the work, and we coordinated with her all the time.

We had weekly meetings with them, and they were good at making suggestions for issues that cropped up from time to time. We had to put in a couple of ticket monitoring tools to ensure that nothing would be left unanswered for more than an hour, and that made a dramatic improvement to how the ticketing system was handled.

What did you find most impressive about them?

Relative to industry standards for the support services they provided, I think that Diya did pretty well in terms of responding to tickets and giving support.

Are there any areas they could improve?

I had to make constant follow-ups to ensure that some of the lower-level staff were following the procedures. For example, they had to ensure that all the necessary fields were populated when making an account because missing one would cause all kinds of issues.

We sorted that out by having regular meetings and pointing out what needed to be improved.

Do you have any advice for potential customers?

It’s important to set up a system that’s closely monitored and have regular feedback on what’s going on. I recommend having one-on-one meetings with the supervisor every week, to make sure everything’s on track.

4.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
    They were within our cost expectations.
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Live Streaming Support for Basketball League

"They are very responsive, always available, and very skilled."

Quality: 
4.5
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Aug. 2017 - Ongoing
Project summary: 

Diya.pro provides live streaming services for a basketball league. The team supports the technical side of the live streams, which are broadcast on Youtube.

The Reviewer
 
11-50 Employees
 
Switzerland
Competition Department, Swiss Basketball
 
Verified
The Review
Feedback summary: 

The quality of the live streams has improved, which has in turn increased the number of views the streams receive. Diya.pro collaborates effectively with the client to ensure both teams are on the same page throughout the process. The team establishes a seamless workflow.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

Swiss Basketball is the governing body of all basketball leagues in Switzerland. I work as Streaming Coordinator.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Diya.pro?

Swiss Basketball offers a live streaming service of all of our professionnal league games on our YouTube channel. Since 2017, Diya.Pro supports us in the technical/IT part of it.

What were your goals for this project?

Contribute to the developpment of Basketball in Switzerland through the live streaming of our games.

SOLUTION

How did you select this vendor?

We were looking for a remoted IT support. Diya.Pro offers serious IT support, they are always available and very responsive.

Describe the project in detail.

Once we selected the vendor, we discussed terms and the contract. It was all done per e-mail since Diya.Pro is based in another country.

What was the team composition?

At first, there were approximately 4 different people working for us. Since the beginning of this season, Diya.Pro increased their team to a couple more workers. As already said, they have always been very responsive regardless of being a small or bigger group.

RESULTS & FEEDBACK

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

The quality of our videos has kept improving. As a result, the number of views on YouTube show that there are more and more people watching our videos.

How effective was the workflow between your team and theirs?

We have an online excel sheet that contains all the information of our games. In addition to that, we communicate via e-mail and WhatsApp groups directly with the teams.

What did you find most impressive about this company?

They are very responsive, always available, and very skilled. They know what they are doing.

Are there any areas for improvement?

They may want to brief some of their new collaborators a little more before integrating them fully to the team. It did non happen often though.

5.0
Overall Score Overall, Diya's services are very reliable.
  • 5.0 Scheduling
    ON TIME / DEADLINES
    Always available
  • 5.0 Cost
    Value / within estimates
    Correct pricing
  • 4.5 Quality
    Service & deliverables
    Very effective, few mistakes
  • 5.0 NPS
    Willing to refer
    Serious company that does a good job. Can't ask for more.

IT Infrastructure Support for Software Service Company

"There weren’t any issues with getting the work done."

Quality: 
4.5
Schedule: 
4.0
Cost: 
5.0
Willing to refer: 
4.5
The Project
 
Less than $10,000
 
Dec. 2019 - Ongoing
Project summary: 

Diya.pro provided customer service support by responding to messages, and tickets from customers requesting help. They primarily managed the work through WhatsApp.

The Reviewer
 
2-10 Employees
 
South Africa
Sudhashen Naicker
Owner, Tech Cloud
 
Verified
The Review
Feedback summary: 

The team at Diya.pro responded to ticket requests efficiently and accurately. They have excellent project management skills. If there were ever mistakes, they responded quickly to fix them.

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 owner of Tech Cloud, a software service company. I specialize in remote support for small businesses.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Diya.pro?

I needed a partner to take over most of the day-to-day remote support calls from my clients.

SOLUTION

What was the scope of their involvement?

Each of my clients is in a WhatsApp group. Diya.pro monitors those groups for any requests from the clients. They deal with most of the questions or requests for help from my clients on the WhatsApp groups. If there was a request for any IT support, they responded and the work was done remotely using our tools. 

Most of the work they did was first- and second-level. There were some times where a client would want further reconfigured or a new project done – something beyond day-to-day work. I would engage Diya.pro’s resources for those project-based assignments.

What is the team composition?

I worked with two account managers who coordinated the requests and ensured that the tickets were attended to.

How did you come to work with Diya.pro?

I was referred to them.

How much have you invested with them?

We spent $800–$1,000 per month.

What is the status of this engagement?

We started working together in December 2019, and we ended our engagement in March 2020. Since COVID-19, I’ve taken over all support. Our relationship is on hold until things pick up and then hopefully things go back to normal.

RESULTS & FEEDBACK

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

We have tickets for any work that is to be done. We have tickets logged for any of the work. The information would get put in as to what was done, the time spent, and how the time was spent. All of that was done quite efficiently. 

I never had issues with anything taking too long. They charge for time spent and the time spent has to be described. There’s no need for me to nitpick on anything because it was all clear. I have no issues with their work. I appreciate the way they work. We just had to get used to each other as to what I meant and what needed to be done.

How did Diya.pro perform from a project management standpoint?

Project management worked very well. I’ve dealt with other remote support companies as well and they didn’t have the setup that Diya.pro had. There’s an account manager that oversees all the work being done. It doesn’t just go from technician to technician. 

There were times mistakes were made, but it was corrected very easily. There weren’t any issues with getting the work done. The main challenge working remotely was making sure we understood each other very well on both sides.

What did you find most impressive about them?

They’re really efficient. They look to communicate.

Are there any areas they could improve?

We were planning how to scale up and we were going to get a dedicated technician, but it fell by the wayside because of COVID-19. 

There are some cultural differences as well. When I say something or communicate in a certain way, it may be interpreted differently on the other end. I started to recognize that as time went on. There’s always room for improvement with communication on both ends. It takes time of getting to know one another.

4.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
  • 4.5 NPS
    Willing to refer