Snap Tech IT

BACKGROUND

Introduce your business and what you do there.

I'm the president of Genuine Machine Products.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Snap Tech IT?

We needed help with security compliance and managed IT services.

SOLUTION

What was the scope of their involvement?

Snap Tech IT started doing an IT audit, after which we contracted them. Snap Tech IT has updated and upgraded our hardware to comply with the CMMC cyber maturity model 2.0. Snap Tech IT backs us up, monitors, and deploys new hardware or software as required by the Department of Defense (DOD) and the Department of Justice.

Snap Tech IT lets us know what we need to do to improve our operations, whether it's monitoring, threat detection, multi-factor authentication, or reducing and revising policies inside our facilities to comply with the DOD standards. The team oversees our network's security and runs penetration testing. Snap Tech IT works as an extension of our team. 

We had to install everything from scratch because several of our existing hardware components weren't compliant with DOD standards, and Snap Tech IT laid out a plan to take on this big task slowly.

What is the team composition?

We work with several teammates from Snap Tech IT, including project managers and account managers from their Arizona, Georgia, and San Francisco offices. We've worked with project managers on implementation and integration. We also work with Snap Tech IT's local staff on security, patch repairs, updates, and upgrades. We’ve also had people from their San Francisco and Atlanta offices come on-site to see how our network is set up. 

How did you come to work with Snap Tech IT?

I had worked with Karl and his team in a prior capacity before I joined my company. I loved Karl's structure and strategic approach because it was similar to how I like to manage my businesses, so I brought him in as soon as I joined my company.

How much have you invested with them?

We pay a monthly fee and have spent around $5 million overall. 

What is the status of this engagement?

We started working together in December 2019, and the engagement is ongoing. During the first two years of our engagement, we renewed our contract and are doing another four years with them until 2026 as our IT services manager provider.

RESULTS & FEEDBACK

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

The metrics we look at when working with an IT services provider are how often we have an attack where a bad actor gets in. We haven't had any attacks, and when we've come close, Snap Tech IT has managed it quickly, and we weren't affected.

How did Snap Tech IT perform from a project management standpoint?

Snap Tech IT communicates very well via email and regular Microsoft Teams meetings. We've had delays during the COVID-19 pandemic, experienced supply chain issues, and had understaffed IT forces, but the team stayed on course. We stayed patient, and Snap Tech IT was persistent in their pursuit of more resources. 

Snap Tech IT's project manager team does a phenomenal job of communicating. When we have an issue, we address it openly, learn from it, and move forward. Michael has done an excellent job for us, and Snap Tech IT has created a Microsoft Excel file that is easy to follow and helps to have clarity during calls. 

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

I want to give kudos to Karl. He has helped me navigate the expenses we've had to incur to get us up to the standard we need. He has held my hand during this whole process and supports his team in the background.

What did you find most impressive about them?

I have nothing but good things to say about Snap Tech IT. 

Are there any areas they could improve?

We can always enhance our communication because we've had issues on our end. Sometimes, Snap Tech IT's leaders aren't aware of the delays we experience with help desk tickets. However, we've gotten over those speed bumps, and I love the consistent engagement with quarterly business reviews being on-site. We lost a little of that, but I’m glad to see it’s back, and it's being consistent.

Another improvement would be minimizing some of the costs. Technology and regulations are changing rapidly, and businesses get stuck spending money. We don’t know if we’ll have to spend money again in a year or two, so we need to keep our ears to the ground on what is changing, what is on the horizon, and how much it will cost, and plan accordingly.

Do you have any advice for potential customers?

Ask a lot of questions, be open-minded, and remember your goal: to stay productive and not deal with a fraudulent situation that could take your business down. Even though Snap Tech IT's price may shock you, compared to the cost of those malicious acts, it's worth it.

BACKGROUND

Introduce your business and what you do there.

I’m the HR and payroll officer at a construction services company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Snap Tech IT?

We hire Snap Tech IT to handle our technical IT needs. 

SOLUTION

What was the scope of their involvement?

We initially had multiple interviews with Snap Tech IT. They brought in PowerPoint presentations to show us their quotes and what they could provide. They then evaluated our server room to ensure everything was up to date and see if we needed to make any changes. From there, they broke down all of our IT needs. 

At present, Snap Tech IT ensures all our computers, databases, servers, and internet are working and provides cybersecurity services. They mostly do remote services; they come to the office only 10% of the time. We’ve done a lot of updates with the team, such as setting up new servers and backup systems. 

What is the team composition?

We work with Nicole (Senior Account Manager), and they assign a new technical teammate whenever we have an issue. Nicole sits down with us in person to go over our quarterly and annual reviews. Meanwhile, the technical teammate changes depending on the time of day.

How did you come to work with Snap Tech IT?

Snap Tech IT was part of a group we were associated with; we found them through that group. We chose them because we needed to get out of our previous provider. The team was readily available and could make changes quickly, so we hired them.

What is the status of this engagement?

The engagement started in November 2022, and it’s ongoing. 

RESULTS & FEEDBACK

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

The quality of Snap Tech IT’s work has met our expectations. The amount of our downtimes has been the same, though. 

How did Snap Tech IT perform from a project management standpoint?

They communicate well with us and get things done roughly on time. To communicate, we use emails and phone calls. Meanwhile, their fees have been the same amount since the start of our engagement. 

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Nicole has been a pleasure to work with and is always on top of everything when I have questions or concerns. 

What did you find most impressive about them?

The Snap Tech IT team is friendly, and they do what they say.

Are there any areas they could improve?

I hope they can work quicker — we all rely on the Internet — but their speed isn’t too bad. Also, they shouldn’t lock everyone out of everything. Instead, they should give employees more access to things. 

BACKGROUND

Introduce your business and what you do there.

I'm the CIO of a construction company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Snap Tech IT?

We needed IT services. Instead of hiring an IT professional specialized in one area, we wanted to work with a company that could handle different aspects of the IT world and that had experience with MacBooks and PC equipment.

SOLUTION

What was the scope of their involvement?

Snap Tech IT provides us with on-site IT services. The team has purchased computers and installed software for our employees' onboarding. Snap Tech IT also ships computers to new employees and monitors cybersecurity, letting us know if there is a potential cyberattack. The team has also helped us set up our office's network, including the hardware setup and VPN. Snap Tech IT supports general troubleshooting through support tickets and has helped us select some of our software vendors.

What is the team composition?

I have two main points of contact, and we work with various teammates depending on the project.

How did you come to work with Snap Tech IT?

We contacted Snap Tech IT through a referral.

How much have you invested with them?

We’ve spent over $150,000.

What is the status of this engagement?

We started working together in February 2024, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Thanks to Snap Tech IT's help, I no longer have to provide IT help desk support to my team. We've had a security breach on a specific computer, and Snap Tech IT shut it down quickly, avoiding a leak of information.

How did Snap Tech IT perform from a project management standpoint?

Snap Tech IT communicates with me regularly and lets me know how the project is going. The team is responsive, and we have good experience working with them. We mainly communicate via email.

What did you find most impressive about them?

Snap Tech IT can support both Mac and PC equipment.

Are there any areas they could improve?

I can't think of anything Snap Tech IT can improve.

Do you have any advice for potential customers?

I think it's always best to over-communicate with the team.

BACKGROUND

Please describe your company and position.

I am the IT Manager of ERG Aerospace

Describe what your company does in a single sentence.

Metal foam manufacturing

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Snap Tech IT to accomplish?

• Managed Service Provider

SOLUTION

How did you find Snap Tech IT?

Online Search

Why did you select Snap Tech IT over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from Snap Tech IT were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• IT Managed services 
  • Helpdesk
  • Managed backups
  • Networking
  • Cybersecurity
  • Remote support

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Snap Tech IT has been an extremely reliable and responsive team to work with in supporting our end users.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Every time we have had a large project to work on, they have always finished ontime or early. The were sucessfully able to handle unforseen problems as they arose.

What was your primary form of communication with Snap Tech IT?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

Snap Tech IT has been a cornerstone in supporting ERG’s infrastructure management and maintenance. Their expertise and dedication have been invaluable to our operations.

From the outset, Snap Tech IT has demonstrated a high level of professionalism and competence. Their team is always ready to listen to our needs and take swift action to address any issues that arise. This proactive approach has significantly minimized downtime and ensured smooth operations across our organization.

One of the standout qualities of Snap Tech IT is their unwavering commitment to customer satisfaction. Whenever one of our end users reaches out to them, we have complete confidence that the issue will be resolved promptly and effectively. Their ability to consistently deliver reliable solutions has made them an indispensable partner for us.

I cannot recommend Snap Tech IT highly enough. Their exceptional service and support have not only met but exceeded our expectations. If you’re looking for a dependable IT partner that truly understands the importance of maintaining a robust and efficient infrastructure, Snap Tech IT is the team to trust.

Are there any areas for improvement or something Snap Tech IT could have done differently?

no

BACKGROUND

Introduce your business and what you do there.

I’m the office manager of a law firm specializing in real estate, estate planning and corporate work. We have five attorneys.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Snap Tech IT?

We hired Snap Tech to manage our IT needs. 

SOLUTION

What was the scope of their involvement?

Snap Tech IT handles our IT and cybersecurity requirements. They host our entire operation; everything runs through them. Sometimes, they go physically to our office to install hardware and software, but many of these can be done remotely. They also provide helpdesk support to address technical issues. We can put in a helpdesk ticket, and a teammate from Snap Tech IT deals with it. 

What is the team composition?

We submit around five tickets per week, and different teammates from their side contact us. As the office manager, I meet with Nicole (Senior Account Manager) and Todd (vCIO) quarterly to discuss what’s going on with our system and their suggestions.

How did you come to work with Snap Tech IT?

I started working for our company in 2006, and they were already engaged with Snap Tech IT and Karl (CEO). 

How much have you invested with them?

We spend around $3,300 per month on their services.

What is the status of this engagement?

The engagement started in September 2004, and it’s ongoing. We’ve been using them for around 20 years. 

RESULTS & FEEDBACK

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

Our system runs flawlessly because of Snap Tech IT. If their first teammate can’t handle a support ticket, they escalate it to the next-level technician, who then takes care of whatever needs to be done. 

How did Snap Tech IT perform from a project management standpoint?

They respond immediately whenever I email or call them. For instance, if I receive an email from Todd that I don’t understand, I can send him an email, and he’ll call promptly to help me. To communicate, they use Microsoft Teams. Since I don’t have a camera, I just join them via the telephone.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

I rely on Nicole and Todd. 

What did you find most impressive about them?

They’ve taken care of us all these years and told us what we need to keep our system up-to-date and safe. Their helpdesk support is great. If the first level is not able to solve the issue, they refer it to the next level until our issue is taken care of.

Are there any areas they could improve?

No, there aren’t any. I appreciate everything they do for us. 

Do you have any advice for potential customers?

Meet with Snap Tech IT and tell them your specific needs. Our needs might not be similar to your needs, so talk to them and figure out the best plan that works for you. 

BACKGROUND

Introduce your business and what you do there.

I'm the COO and CIO of Western AgCredit. We're part of the farm credit system, a federally regulated lending institution for farmers and ranchers mandated by Congress in 1916. We lend money to over 1,800 farmers and ranchers in Utah, Nevada, Arizona, and Wyoming.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Snap Tech IT?

We needed to move our on-site IT support, help desk, and network security controls and monitoring to a managed service provider. Snap Tech IT has a varied staff with unique skill sets. As a smaller company of 70–75 employees, we don't have enough breadth and depth in our IT staff to make up for what they can provide us.

SOLUTION

What was the scope of their involvement?

Snap Tech IT has become our IT, cybersecurity, and help desk provider. The team manages our computer, security, and IT security-related issues. Our staff calls their staff if we have issues. Our in-house IT director is the liaison between our team and Snap Tech IT and performs tasks that can't be done virtually. 

What is the team composition?

We have regular contact with four people from Snap Tech IT, including Karl (CEO) and Todd (Virtual CIO). My staff can interact with any of Snap Tech IT's 40–50 teammates. 

How did you come to work with Snap Tech IT?

A member of our board of directors referred Snap Tech IT. We compared them to other service providers, but I wasn't part of the selection process.

How much have you invested with them?

We spend about $18,000 a month on recurring services, and projects are added to that. Overall, we spend about $250,000 a year.

What is the status of this engagement?

We started working with Snap Tech IT in 2015, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Thanks to Snap Tech IT's support, we've passed our IT examinations and audits. The team has a strong cybersecurity mindset and always brings forward new ideas and best practices. We haven't had to double or triple our IT staff to continue to grow, and we've been able to rely on Snap Tech IT to do that. 

How did Snap Tech IT perform from a project management standpoint?

Sometimes, we have frustrations with project management because it's a little slow to get started. However, Snap Tech IT generally meets all our requirements and delivers what we desire. If things need to be adjusted from a price standpoint, the team is typically open to discussion. 

We have biweekly meetings and quarterly business reviews. I meet with Karl every quarter and also communicate via email in between. We also talk with Todd every two weeks in a virtual meeting and via email, phone, or text.

What did you find most impressive about them?

Snap Tech IT stands out for their personal contact and our relationship with their team members.

Are there any areas they could improve?

The constructive feedback I've provided Snap Tech IT is that not all corrective actions should require a project and a separate bill. Some things should be part of the regular monthly price. However, if it isn't the norm, the team always wants to give a bid and make it a project.

Do you have any advice for potential customers?

I suggest being clear in the contract about what you expect from Snap Tech IT and all the items you're contracting them to do. This way, there will be no confusion.