SAT Microsystems

BACKGROUND

Introduce your business and what you do there.

I'm working as an IT supervisor in Wasatah Capital, which is based in Riyadh. We are in the financial sector and we are governed by Capital Market Authority of Saudi Arabia.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Sat Microsystems?

The Capital Market Authority of Saudi Arabia requires us to maintain one disaster recovery site for our office location. That is why we hired Sat Microsystems to provide disaster recovery services.

SOLUTION

What was the scope of their involvement?

Sat Microsystems offered installation and planning services for our office. Their team did came to our site to arrange our IT facilities, computers, internet, phones, call recording systems, and access controls. At one point, they also did some troubleshooting for us.

Sat Microsystems is still providing disaster recovery for our company to this day. We email them when we have a need for their services, and they prepare everything on their side before coming to do the work in person. 

What is the team composition?

There is a large team working on this disaster recovery project. Our main point of contact from their team is the project manager.

How did you come to work with Sat Microsystems?

As with any other projects like this, we got quotations from reputed companies and reviewed the services that they had provided to other clients. We also look into the feasibility of their price before deciding to go with a certain company. We had done one project with Sat Microsystems in the past, so we invited them to bid for this project. That is how we ended up choosing them as our provider. 

How much have you invested with them?

I don’t deal directly with our finance department, but I think we spend around 30,000–40,000 SAR (approximately $8,000–$11,000 USD) every year for their services. 

What is the status of this engagement?

We engaged them in January 2015, and we're still working together.

RESULTS & FEEDBACK

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

Sat Microsystems has delivered on most of our initial requirements. For instance, they made all the configurations and provided all of the needed devices to enable us to record our calls. They’ve also done well to provide services when we ask them to, preparing everything for us before our team goes to work at the recovery site.

At every instance of us informing them of a hardware failure, they’ve troubleshot for us. It sometimes takes them around 5–6 hours, but they’re sure to get the job done and replace the necessary equipment.

How did Sat Microsystems perform from a project management standpoint?

Sat Microsystems’ marketing strategy is nice, which is the reason we gave them the project in the first place. Their services are also good. Their project manager, Arif (Operations Head), is thoroughly professional and delivers on our requirements very well.

We don't use any specific tool to monitor the project, but we do communicate through phone and email.

What did you find most impressive about them?

We are not utilizing all of the resources in their basket, but the services that they do provide for us are very good.

Are there any areas they could improve?

No, I have no complaints about their work. They are providing good services.

Do you have any advice for potential customers?

I recommend Sat Microsystems to anyone looking for this type of service because their team is up to the mark. They provide good quality services at cheaper rates.

BACKGROUND

Please describe your company and your position there.

Bank Tech Support Lead

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SAT Microsystems?

For integration of ITSM (IT service management) and Servicedesk

SOLUTION

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

We are find nearest company, who have competention in distribution of ITSM systems. Also, SAT Microsystems provides best solution with high level of competence.

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

They help us describe our key needes, provides solution and prepare full roadmap of integration process. After this, SAT Microsystem's specialists deployed ITSM and Servicedesk to our servers, pre-configured both of this solutions, basing in our needs and provided detailed training for employees.

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

We are received a lot of help from their Technicians (from their side there was three of them, as I remember) and Project Manager.

RESULTS & FEEDBACK

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

With their help, we are successfully automatize our internal IT processes, which based on client-support model and continue this work more comfortable, with spending less time. Also, we are implement SLA and now can completely monitoring SLA violations in each step of processes, and can more efficiently planning our IT projects.

How effective was the workflow between your team and theirs?

We are coordinate our work using all channels of communication (teams, IM, phone, emails), so I can review workflow as very effective.

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

They had very flexible policies of pricing and workflow (include moments of weekends and holidays, time zones, etc.).

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

I dont know, maybe sometimes technical specialists pushed us hardly, but I think it's not a problem, because regarding this we are finished project in planned deadline (there was some issues and delays from our's side).

BACKGROUND

Please describe your company and your position there.

I am IT Infrastructure Director in Medgulf, and we operate in the Insurance sector.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Sat Microsystems?

Medgulf has hired the services of SAT Microsystems for multiple products and services. Email Security Appliance from Cisco, F5 Load Balancers as well as Dell HCI Systems. All of them are for difference services and all are in the phase of delivery.

SOLUTION

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

We initiated the RFP and sought solutions from valuable partners including SAT, and SAT provided a solution with appropriate design, components and competitive price so we selected that.

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

There are multiple projects on which SAT is working.

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

1 Business Development Manager

RESULTS & FEEDBACK

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

Still it is too early to provide this. We are waiting for project execution and hardware delivery and only after the project is some phase of completion we can provide this detail

How effective was the workflow between your team and theirs?

So far so good.

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

Response time is very good. We always feel that they prioritize us and provide a timely response. Also a lot of sense of partnership.

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

cannot say about this, as so fare we didn't find any point of contention of discomfort