Could you share any statistics or metrics from this engagement?
I can think of one incident, in particular, last spring when our website went down. We maintain a very short and compact selling season as far as lawn care services go. In the spring is when we are able to sell our products and services when the weather is starting to turn warm and people start to think of their lawns. Our website went down during that critical time and Joe, our account manager, was actually out sick that day.
However, when I called the network operating center, and they realized the gravity of the situation, it was immediately forwarded on up the ladder to a regional director and then the network operating center manager was involved, too. He followed up with me with a conference call within a half an hour, and then had 15-minute updates for me pretty much throughout the whole process.
It was resolved quickly, and I was well informed throughout the entire process. That's pretty much been my experience through most of anything that's ever come up as far as them helping us resolve issues or problems, or even one-off projects and new things that we were looking to install. They're very organized, very efficient and communication is typically good.
There was another time when Microsoft Exchange went down – it was on a Friday night. The server went down, and we were without email for a good portion of the weekend, but Joe had stepped in and recommended at that point that we transition data centers. We had always looked and talked about moving it to our SAN. It was on a physical server here at our Plainfield location.
There were some initial problems getting it back online, so Joe at that point had said that it's a good time to move it. We did that and it turned out well. Obviously, we were down for a while, but it wasn't their fault. Again, communication was very good. They kept us informed throughout the entire process, and it was a very good response overall.
How did SWC Technology Partners perform from a project management standpoint?
They have an internal ticketing system that we use. All of our requests are tracked through their system. That's pretty much how we manage all the problems. From a project perspective, more file sharing through ShareFile. They put the documents out there, and we look at them that way. Then, Joe provides us a monthly managed services report on everything. That's how we handle it.
What distinguishes SWC Technology Partners from other providers?
They're highly organized. Anything we do with SWC Technology Partners gets documented. There are other vendors that we've had struggles with, where we've done projects, technical or otherwise, and sometimes failed to receive the proper documentation. But, with them, they're always on top of the documentation, always providing it to us and updating it when needed. They're just very organized with respect to that as well, which is much appreciated.
Is there anything SWC Technology Partners could have improved or done differently?
We're actually working through that now. It had to do with contract pricing. We'd been static for a while and then we took on a big increase because of – it's probably both of our faults – not planning and foreseeing a little better to take on some incremental changes versus one big change to the contract as far as bumping that up. We've been in discussions since then, and we've both recognized that was an issue, and we are working to resolve that and plan accordingly moving forward so that it doesn't happen again.