OST

BACKGROUND

Introduce your business and what you do there.

I’m a partner at Urso, Liguori & Micklich, P.C., a law firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OST?

We needed assistance with offsite backups and securing and installing our servers.

SOLUTION

What was the scope of their involvement?

We first engaged OST when we rebranded and reopened our firm. They provided us with servers, desktops, laptops, and battery backup systems. We also discussed how we were going to handle offset backups and hard wiring in the office. 

They currently provide IT support on an ongoing basis, which includes installing and managing our hardware and software and resolving any technical issues that arise.

What is the team composition?

We work with one person from OST.

How much have you invested with them?

We spend around $900 per month. We’ve probably spent somewhere between $35,000–$40,000 so far.

What is the status of this engagement?

We started working together in January 2019, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Overall, my partners and I are consistently pleased and impressed with the timeliness and quality of the services OST provides. 

How did OST perform from a project management standpoint?

OST has performed well in terms of project management. We typically communicate through phone and email.

What did you find most impressive about them?

We appreciate that OST is a local business that provides personalized services according to our needs.

Are there any areas they could improve?

No, I have no complaints.

Do you have any advice for potential customers?

Make sure to ask questions. They're very willing to discuss your needs with you and be as helpful as they can.

BACKGROUND

Introduce your business and what you do there.

I’m the executive director of Newport Classical, a small nonprofit that specializes in the performing arts.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OST?

We needed someone for year-round IT support.

SOLUTION

What was the scope of their involvement?

OST provides 24/7 IT support. They handle all of our cybersecurity and manage our web-based servers. They offer on-site and off-site attention and are in charge of installing software.

What is the team composition?

Michael (Owner) is our main point of contact, but the 24/7 help desk is with whoever is on call.

How did you come to work with OST?

I don’t know. The organization was already working with them when I joined.

How much have you invested with them?

We spend about $7,000 a year.

What is the status of this engagement?

I joined the organization in January 2021. We’re still working with them.

RESULTS & FEEDBACK

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

We don’t have any metrics, but we’re happy with their work. They’re incredibly easy to work with. Everything is dealt with within 24 hours, and the 24/7 help desk is an excellent feature that solves things in real-time.

How did OST perform from a project management standpoint?

They meet deadlines and stay on budget. We communicate through emails and the help desk.

What did you find most impressive about them?

Their customer service and promptness are outstanding. Also, they’re locally based.

Are there any areas they could improve?

No, there isn’t anything.

Do you have any advice for potential customers?

I’d happily recommend them to any colleagues. We’ve been very pleased with their services.

BACKGROUND

Please describe your company and your position there.

DAI LLC dba DAI Restore, we are a Restoration company for Fire/Smoke, Water, Mold, Trauma/Biohazard, and Document Restoration company. DAI services residential in RI/Ma/Ct and Commercial and Industrial on a local, Regional and National level, including Puerto Rico. We are a 24/7 Emergency Service Company. I am the marketing director and have worked with Michael / OST directly since 2013. We choose OST over 3 other IT companies and have never looked back .

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire OST?

Our company went from working out of our large home office/garage and rapidly expanded from a group of 12 employees to now a group of 42 employees. Needing efficient IT systems in place, with top security and reliability for out traveling technicians and project managers, we choose OST because we could always rely on quick response time and efficient cost effective solutions to our areas of concern and issues that arose in the field. Cybersecurity, IT management, IT growth & development, Server and drobo backup technology.

SOLUTION

How did you select this vendor and what were the deciding factors?

We interview 2 other IT companies, and had been working with one prior to meeting Michael w/ OST. His ethics, reliability, references, and cost were are contributing factors in deciding to choose OST over our current IT company, who had poor response time and often sold us more equipment than we actually required.

Describe the project in detail and walk through their service package.

OST made sure our IT infrastructure was set up by the time we moved into our new office and assisted us with choosing the appropriate CISCO system to ensure a smooth transition. The process was complicated, which detailed uninstalling everything from our old office, purchasing new computers and installing new network equipment. Once configured, we kept them on to manage our IT needs, including cybersecurity. Now we have a monthly retainer, and all our personnel know how to create a ticket if they are having an issue in the field, saving time for quick resolution in the field, without needing an admin middleman to coordinate. Now when/if we have any technical problems with our ISP we go to them directly. We are on a monthly fee-based plan for required services as needed.

How many resources from the vendor's team worked with you, and what were their positions?

Their CTO, Michael, was our main point of contact for the move, but now we work with different IT specialist whenever we if we run into issues.

RESULTS & FEEDBACK

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

They finished the relocation ahead of schedule and everything was fully functional when we moved into our new building. Now that they are managing our network, there hasn't been any downtime and our internet speed is faster. We appreciate that they can work independently, allowing us to focus on our core business without any business interruption.

How effective was the workflow between your team and theirs?

During the move, we had weekly Remote contact and calls with their CTO and coordinated by email. Now we use their ticketing system to submit any requests. If we have issues they get back to us within 24hours.

What did you find most impressive or unique about this company?

Having a managed service provider has saved us a lot of money but more importantly, it has save us a lot of unnecessary stress and aggravation. They are more cost-effective than having a full time IT specialist in our office.

Are there any areas for improvement or something they could have done differently?

Sometimes their reports can be difficult to understand to a non-IT person, but they do their best to communicate technical ideas in layman terms so we can understand the process. Otherwise, i have no complaints with their customer service or IT management process with our company. We are delighted we choose OST and will continue to utilize them for years to come.

BACKGROUND

Please describe your company and your position there.

I'm the owner of a property management and Real Estate company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire OST?

OST manages all of our IT needs for two very busy companies centered in Real Estate, Management and Consulting, and Sales.

SOLUTION

How did you select this vendor and what were the deciding factors?

OST has worked with us as our companies have grown from initial implementation, equipment upgrades, and daily support services.

Describe the project in detail and walk through their service package.

Outfitting a small office with 5 work stations and multiple laptops, integrating high speed copiers and cloud based services.

How many resources from the vendor's team worked with you, and what were their positions?

I generally work closely with Mike however it seems that he has others in his company that provide services when he is on other projects so we have had very seamless coverage and quick response from his team.

RESULTS & FEEDBACK

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

My interaction with OST is not a specific project as much as it is daily IT services which are always performed quickly and professionally.

How effective was the workflow between your team and theirs?

With a few different options in place for initial trouble calls, there is always a quick response and flawless follow through with OST. They fully understand the needs that we have as a thriving business and are able to solve our problems very quickly.

What did you find most impressive or unique about this company?

I feel as though we have very personalized service and are not lost in the shuffle with a large company

Are there any areas for improvement or something they could have done differently?

As long as I am clear as to what I expect for an outcome, then OST delivers. Working with their team on what I expect to happen in the next year for instance, Mike is able to suggest upgrades and programs with a "looking forward" attitude that has been very helpful and they do not suggest more than I need, which is very helpful from a financial perspective.

BACKGROUND

Please describe your company and your position there.

I'm the owner of a weekly newspaper.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire OST?

They provide our IT services

SOLUTION

How did you select this vendor and what were the deciding factors?

It is a locally owned company with a sterling reputation

Describe the project in detail and walk through the stages of the project.

They provide our IT services

How many resources from the vendor's team worked with you, and what were their positions?

The owner, Mike Anderson

RESULTS & FEEDBACK

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

Mike always is willing and able to provide excellent customer service and handle our IT needs.

How effective was the workflow between your team and theirs?

Excellent

What did you find most impressive or unique about this company?

They take the time to talk with us, understand our concerns, and provide timely solutions.

Are there any areas for improvement or something they could have done differently?

None that I can think of.