What evidence can you share that demonstrates the impact of the engagement?
The platform is live, and available for free. We don’t have any major issues. HiTech’s decisions—especially their design and architecture ones—have worked well for us. This is not the first platform that we’re creating in production. We have many years of experience doing such things. It’s working well, and it’s using limited resources so far. Our contracted uptime is 98.5% of the time, but HiTech keeps our customers up 99.99% of the time. They keep them online at a much better rate than we are actually contracted
There are a lot of statistics that we gather regularly, and they look good so far. We have “executive dashboards” that we create every month, which go to our leadership. Within these statistics, we define how many users are signing up per month—which is a lot—how they’re using the software, and what they’re using.
How did HiTech Service perform from a project management standpoint?
I work directly with HiTech daily and plan projects with the lead engineer weekly. They're available 24/7 and have excellent project management skills. We are using Jira actively for project management. Everything goes through it, from lifecycles to statuses, and so on. We’re also using Perforce, which is integrated with Jira, as a source control system and document management tool. When we create a work item, we’ll know which files have changed, related to it. We have a continuous deployment process. There is very close, good communication. We’re using Skype, similarly to almost everyone else working remotely.
What did you find most impressive about them?
The value is top notch. You get more than what you pay for. They want to make their customers happy and that comes across in the caliber of their work. The most important thing for us—especially for me, as the head of the team—is that they’re reliable. They provide talented, highly-qualified people, and it’s a pleasure to work with them.
Are there any areas they could improve?
There is room for improvement in verbal communication given that they are not native English speakers. The communication could improve, but it's still has been very good as they have a lot of excellent English speakers.
Do you have any advice for future clients of theirs?
Have open communication and don't make things rigid. If you keep the process flexible, they'll complete tasks quickly and do excellent work.
The vendor’s team delivers bug-free work and implements all ISO quality management standards. Their project management and customer service are highly satisfactory. When faced with abnormal circumstances, HiTech Service LLC seamlessly adapts to requirements.