What was the scope of their involvement?
OSIBeyond performs most—I’d say 90%—of their network support remotely. They’ll come onsite on occasions like hardware installations and system upgrades. They also handle software updates and virus malware updates, everything from our server level to individual employees’ workstations.
They’re constantly monitoring our servers and software. If there’s ever any issue—and these are typically caused by Microsoft updates—OSIBeyond jumps on it to resolve it. We reach out to them by phone, email, or their online portal whenever there’s a specific challenge, and they create a ticket for us immediately.
What is the team composition?
Our official point of contact is Rob (Director of Tech Services, OSIBeyond), and we’ve also been in contact with Michael (Chief Technology Officer, OSIBeyond). When we had in our initial sitdown meetings, we interfaced with Payem (CEO & Founder, OSIBeyond).
On a regular basis, though, I get whichever tech support individual that answers the phone, at the help-desk level. I usually work with 3–4 people on the technical side.
How did you come to work with OSIBeyond?
Our senior management was unhappy with our previous tech team. I was in charge of finding alternative vendors, and I believe OSIBeyond’s sales team reached out to me. We added them to the list, and we winnowed it down to 3–4 organizations for interviews. Once we decided on them, it’s been a happy relationship ever since.
How much have you invested with them?
We’ve spent somewhere between $50,000–$200,000.
What is the status of this engagement?
We began working together in February 2017 and the relationship is ongoing.
The results met the expectations of the internal team, leading to a successful longterm relationship. OSIbeyond delivers quality results in a timely manner, ensuring customer satisfaction. The team is transparent, flexible, and communicative.