Could you share any statistics or metrics from this engagement?
We've had hardware failures at the IPO level prior to our managed service agreement with Converged. They stepped in quickly and replaced the necessary parts for us to resume operations temporarily. Since we've had our managed service agreement in place, Converged have been proactive in alerting us and fixing issues even before we knew something was wrong.
How did Converged Systems perform from a project management standpoint?
Our collaboration process is very simple. We do have out-of-scope projects that involve implementing new solutions. Project managers are assigned to us and work out scheduling and other details. Our account manager is always involved and helps us with any issue.
We use a portal that they provide for ticketing. We can also send emails to their helpdesk address, which will log our issues in their system. We have access to a history of tickets, resolutions, recommendations, projected replacements for certain parts, and so on. The system is very granular. Issues have typically been resolved remotely. Most of their onsite presence is within installations.
What distinguishes Converged Systems from other providers?
They understand our needs as a nonprofit organization and tailor solutions accordingly. They often scale down proposals from Avaya, eliminating features that we don't need. Converged always make sure that everything is up and running. Our account manager is in touch with us on a regular basis. There is a genuine concern to make sure that everything is working fine on our end.
Is there anything Converged Systems could have improved or done differently?
I've never felt that they were lacking in any respect. We've been thoroughly impressed with their reliability and performance.