What was the scope of their involvement?
They provide standard virtual and phone-based laptop assistance. Issues have included: blacked out screens, locked computers, crashing software programs, software updates, and password resets. Additionally, they work on one-off projects.
As an example project, Switchfast is creating an online system to change expiring passwords to replace calling their helpdesk for Office365 and our virtual private network (VPN) connections. They are automating the system connection, which would eliminate manual network selections every time a consultant enables WiFi and further endpoint security.
Switchfast also assists with our shared drive network, which contains various folders with different access rights that correlate to employee seniority. The drive stores and transmits project files, internal HR materials, such as 401k and healthcare benefits, and recruiting information. In addition, they also install antivirus software and CrashPlan, a disaster recovery solution that goes on every laptop.
Relatedly, the team created a self-help 'how-to' guide to allow our tech savvy team members to setup laptops themselves in about an hour. This includes installing CrashPlan, Office365, accessing shared drives, installing Switchfast Agent software and a few additional features.
What is the team composition?
As our team’s primary point of contact, I meet them in person once a quarter and reach out via phone whenever I have questions. Otherwise, our team calls their 800 number or uses tickets through Switchfast’s Agent app.
How did you come to work with Switchfast?
We knew from my business partner’s experience that having a full-time IT employee wouldn’t make financial sense. We did basic market research to identify a service provider and interviewed a few possible matches. Switchfast’s services not only aligned with our needs, but also displayed a personal touch that distinguished them from competitors.
How much have you invested with them?
We’re in the ‘six figures’. The monthly fees for monitoring and helpdesk support are based on the number of employees, and this allows us to scale accordingly. The total cost has increased with our company size. Switchfast puts together a scoping document for each individual project outside of our standard service contract and as needed by the firm.
What is the status of this engagement?
Work started in February 2015 and is ongoing.