TechMD

BACKGROUND

Introduce your business and what you do there.

I am the CEO of Precision Reporters, as well as a principal at an investment company. We are a family investment office focused on public and private equities, one of which is Precision Reporters, a legal transcription business.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ICS?

Prior to being acquired, Precision Reporters was a relatively unsophisticated business from a technology standpoint. We had a residential grade router in our office and had several other issues with our company technology, so as we grew, we wanted to find a partner that could help us create an IT infrastructure across multiple offices.

SOLUTION

What was the scope of their involvement?

Their team serves as our full-time outsourced IT group. They helped us with our initial setup, and then from there have handled any issues that come up in our work, such as migrating email or other hosting services from G-suite to Office 365, setting up a functional phone system across our offices, and configuring new employee laptops and software and things of that nature.

What was the team composition?

At this point, we’ve dealt with about 10 different members of their team. That includes our relationship manager, Jason, and the IT support team and the back-office administrative folks as well.

How did you come to work with ICS?

The former owner of Precision Reporters had an existing relationship with ICS. We did an internal evaluation during the acquisition in which we considered a few other vendors but determined that ICS was capable of handling our needs and decided to stay with them.

How much have you invested with them?

Our monthly spend with them is about $1,500, and we’ve spent about $10,000 on project-based work, so the total cost is about $20,000 so far.

What is the status of this engagement?

Our involvement in the engagement started in January 2020 and we are continuing to work together.

RESULTS & FEEDBACK

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

Any time that we have issues with our technology they are quick to provide solutions for us, even in the remote environment that we’re working in now. They also made sure our cybersecurity policy was up to date and as solid as possible. We’ve thrown a lot of different tasks at them, and they’ve been able to handle all of them without any problems.

All the people on their team are incredibly bright and responsive, and they understand our business and how to meet the specific needs that we have, so we have been completely satisfied with the engagement.

How did ICS perform from a project management standpoint?

They do a really good job. The transition to remote work proved to be no problem for them, and they always respond quickly to any problem we have, whether or not we know exactly what’s causing it.

What did you find most impressive about them?

The people are definitely the best part of working with them. Jason has a great bedside manner from an IT perspective, and he always tells you what you need to hear instead of what you might want to hear. The level of honesty in their feedback is pretty unique in these types of situations and is something that we really lean on in our work with them.

Are there any areas they could improve?

Since we have two accounts with them, we’ll occasionally get bills to the wrong entity, but they’ve been great about making sure those things get corrected on the rare occasion that they do happen, so it’s not something that we’re concerned about.

Do you have any advice for potential customers?

I would definitely encourage anyone considering it to work with them. They are more reasonably priced than a big city team and are just as knowledgeable, so the bang for your buck is really there.

BACKGROUND

Introduce your business and what you do there.

We are an auto group with eight locations and around 450 employees, of which I am the operations manager. I administrate several of our programs as well as looking after all of our IP needs and concerns.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with ICS?

They provide our day-to-day IT support, as well as our long-term projections and projects for us.

SOLUTION

What was the scope of their involvement?

Currently, their team is working on replacing our operating systems with Windows 10 on all our PCs and laptops and changing our data and telephone provider. They work both onsite and remotely depending on what the job is.

Their assistance ranges between everything from a certain website not working and maintaining servers after hours to replacing our physical phone lines and security cameras.

What is the team composition?

At any given time, I’m usually working with 4–6 different people from their team depending on the scope of the project.

How did you come to work with ICS?

They have been our IT partner for as long as I’ve been in this role, and they have grown with us and been there every step of the way.

What is the status of this engagement?

The partnership started around 2005 and is ongoing.

RESULTS & FEEDBACK

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

ICS is just an awesome partner to work with in every regard. They make things really easy for me to handle because any time I need something addressed they have a solution and prioritize implementing that solution as soon as possible.

How did ICS perform from a project management standpoint?

They do a great job of managing their work with us. I’m a details guy, so I like to have a plan and stick to it, and they’re great at offering advice and giving me suggestions and then letting me decide what the best route for us and our needs are. We use a ticketing system where I or my teammates can submit requests for issues that they can then handle by whatever means necessary for tackling that particular challenge.

What did you find most impressive about them?

They’re always willing to look closely at our organization and come up with creative solutions to meet various needs. Each of our locations has its own vehicle manufacturers and personalities and approaches, so there are always different puzzle pieces for each different challenge, and they do a great job of addressing all of those with equal attention and care.

Are there any areas they could improve?

No, I really don’t think there’s anything they could improve on. They always respond and get our problems solved in the end, so there’s nothing else I could really ask for.

Do you have any advice for potential customers?

Give them the opportunity to show you all the ways they can help, because they really are a full-service agency.

BACKGROUND

Introduce your business and what you do there.

I’m the operations manager for Patterson Custom Homes.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

We had a really outdated infrastructure; nothing was cloud-based and we had an outdated server that always needed maintenance. Previously, we had a small outdated IT company that only had a few employees so nothing was done proactively, only reactively. We wanted a company that could address our whole infrastructure and develop something that could work more remotely, whether in the field or at home, and more in tune with today’s technology.

SOLUTION

What was the scope of their involvement?

Our first main project was a whole migration to Office 365 and SharePoint, so we took everything and put it in the cloud. We also switched our email over. They updated our firewall and made sure everything was secure.

Our current agreement with them is now monthly and they respond to all of our daily tickets. If anything happens or breaks, they respond to it within a few hours. They also provide some consulting, so there’s also a vCIO who looks at the big picture of our company and suggests ways that we can incorporate great technology to help us grow or be more efficient.

What is the team composition?

It is broken up into two teams; so, our help desk team is about ten people. Our migration team includes a project manager and their team of about four people.

How did you come to work with TechMD?

I was looking for a bigger company that can see the big picture. I started researching and I came across them on the internet. They came and did a free assessment of our hardware and our security. They provided us with a huge report and then had a meeting with us at their facilities so we could see where all of our data would be accessed, which was really important to us. They weren’t the most inexpensive option, but we felt like they had a lot of value to offer so we decided to go with them.

How much have you invested with them?

We’ve spent about $10,000–$25,000 so far.

What is the status of this engagement?

We began working together in October 2019 and the work is currently ongoing.

RESULTS & FEEDBACK

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

TechMD’s work has made it really easy for all of the employees in the field to not have to come into the office. Our employees can access everything from their phones or tablets. Their team sends us a report each month showing the tickets they’ve done internally and which computers are having errors. They make the process really seamless and effortless on our part because they handle everything.

How did TechMD perform from a project management standpoint?

They’re great. When I worked with our project manager on the initial migration and hardware updates, they were super responsive. Even when there weren’t necessarily any milestones being met at that time, they still updated me on what they were working on. They always meet their deadlines, which is great.

What did you find most impressive about them?

I think since it’s a larger company, they have a team just to work on solely the infrastructure for other companies. They’re able to look at the company as a whole and see what the majority of tickets are for and then find out how they can prevent them and help the issue. They’re more proactive rather than reactive.

Are there any areas they could improve?

No, I can’t think of anything.

Do you have any advice for potential customers?

Really get to know their vCIO assigned to you. Meet with them and discuss your company, so they have a better understanding of your operations and can give you their knowledge of ways your business can grow.

BACKGROUND

Introduce your business and what you do there.

I'm the founder and CEO of PROMOFILL. We're a third-party logistics company that focuses on e-commerce, fulfillment and multi-chain distribution.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

We're an outsource provider to other businesses, and when it came to networking and connectivity and technology, we're not experts. We tried to do it for years and years, and, when we got TechMD involved, we immediately saw an impact.

SOLUTION

What was the scope of their involvement?

We're focused on processing and shipping orders and packages. What we're not focused on are things like networking or patches to our workstations. We use to, in a very reactive way, try to keep up with the update demands on our machines and networking as a whole. On top of that, we were also concerned because we had held our data locally. TechMD came in and provided a networking solution that made sense. They also moved us off SharePoint, a Microsoft Solution because there was a ransomware issue going around the business world.

We're in the e-commerce business and needed to protect ourselves. We couldn’t afford to be down for a day—let alone two weeks—in the event that something would happen, whether it would be malicious or just some a piece of faulty equipment. When we went to the cloud-based solution that TechMD suggested, it protected our ability to effectively serve our clients everyday. We didn’t have to worry about those types of issues anymore.

In an IT world, where hardware, software, and security are constantly changing, we always feel like our point person is ahead of the game. Behind the scenes, they've got a whole team of people working on our projects and daily needs, whether it's individual machine ticket issues or ISP connection issues and escalation points. Usually, once we contact them, they’re solving the issue within hours, maybe a day at most. We need that type of prompt attention because if we have a machine down at one of our ship stations, then we can't ship out our client's packages as fast as we need to.

What is the team composition?

Well, we have Jackson (Virtual CIO/CTO, TechMD). He's the main point person. We have direct attention, so I don't even call him a client services person because they're really an elevated, thought-provoking person that checks in with us. He even looks beyond the immediate to see what the next 90 days are going to look like regarding technology and security.

How did you come to work with TechMD?

We interviewed a couple of different companies, and it just felt like the other companies were clamoring for new business in a way that was almost hand-to-mouth. We felt like we weren't going to get the attention that we needed from them. I happen to know some of the management at TechMD, and I shared with them that we were in the market for a service provider. We didn’t automatically give them the business because we knew them though. In fact, it was just the opposite.

We really kicked the tires to make sure they made sense for us and we haven't regretted it—not for a single moment. I shudder at the idea of presenting some of the issues we’ve faced to some of the other companies we considered. I'm not throwing shade at other companies, but I feel like a lot of them are just small mom-and-pop shops that were trying to figure it out themselves. We couldn’t be the company our networking partner was cutting their teeth on.

How much have you invested with them?

We’ve spent around $50,000.

What is the status of this engagement?

We’ve been working together since 2017.

RESULTS & FEEDBACK

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

The impact they have on our business really comes back to our own operational or productivity KPIs. We operate a 1.9 million cubic foot warehouse that’s laced with WiFi. If there's latency in the network or if there are issues going on with our handhelds our machines, we wouldn't be able to process, pick, pack, and ship orders. We’d come to a screaming halt, case in point.

We had issues with our ISP on Cyber Monday, which TechMD has nothing to do with. They immediately had a backup for us. We have two ISPs, and they immediately moved us over to the backup one within seconds, so our team was immediately up and going across the board. We would have been dead in the water but they didn’t skip a beat.

How did TechMD perform from a project management standpoint?

I don't know that component. I know that we have multiple ways of contacting them, whether it's a simple phone call and issuing tickets or a more escalated thing that requires additional details. We never struggle to get ahold of anybody. Usually, if it's not Jackson immediately, it's one of a handful of their team members that have worked on our account before and can escalate the issue to Jackson.

They also proactively schedule meetings and call us about what we might want. I wouldn't call them quarterly business reviews, but, throughout the year, they identify open projects and ask how our network is and how they themselves are performing? Sometimes it’s a focus that we've had or that we've talked about internally but haven't shared with them yet, so we start to create timelines and budgets. Then, we can either escalate it or put it on the back burner. They're pretty responsive.

What did you find most impressive about them?

They handle our network as if they were our own internal IT department, acting as an extension of our company. I don't use that lightly. There have been multiple times when we had either an issue or an opportunity and didn’t know how to handle it. They’ve stepped up to close the gap and make sure our operation doesn’t miss a beat.

Case in point, they've got a great team. Around 4:00 pm one Friday, we had one faulty piece of equipment in our WiFi. We had thousands of packages to get out and were already going to run a full-production schedule that weekend. Jackson didn’t have any resources available, so he came over personally and oversaw the fix, even though it took hours.

He could have easily handled it on Monday or Tuesday when his team was back in the office, but he didn’t bat an eye. We were able to run our production that weekend and meet our client demands because he did what was necessary to keep us operational. Both that urgency and willingness to be proactive and hands-on speak highly to the services they provide.

Are there any areas they could improve?

We haven't seen any issues in timing, turnaround or attention to detail. They’re also all-over forward-thinking solutions and cybersecurity. They’ve allowed me to focus on what we do for our clients.

I wouldn't say networking and what they provide is an afterthought, but I know that when an issue does come up, it's unforeseen. It's usually hardware-related, and they usually fix it quickly anyway. We’re pretty happy.

Do you have any advice for potential customers?

This is a type of partnership where you don’t want to select the low-cost leader necessarily. That shouldn't be the driving factor. At the end of the day, when you're a business and a service provider, the security and up-time of your network can't be an afterthought.

You want the best; you don't want somebody that's going to reduce your cost by cutting corners and removing resources from your account.

In my experience, too many businesses select a networking partner based on price alone, instead of the full comprehensive list of what that partner does. TechMD checks all our boxes. If we had to make the same decision 10 times over, I don't see another player in the industry meeting our needs the way that TechMD does.

BACKGROUND

Introduce your business and what you do there.

I am the executive director of operations and CFO at a large church in Southern California.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

For several years, we outsourced our network management. Our church has been growing quite a bit, so we felt that we needed to engage a firm that was a little larger and had more capabilities than the one we were previously dealing with. We’ve relied on TechMD for IT infrastructure management and support.  

SOLUTION

What was the scope of their involvement?

TechMD was helpful right away by identifying our network’s strengths and weaknesses. They found that the slowdowns in our internet processing were largely due to how much we stream to other sites, a process that uses a lot of bandwidth. We relied on TechMD to alleviate the issues stemming from that arrangement. Also, we just started two new campuses of our church elsewhere in the region, and TechMD has helped with all of the IT installations at both of those campuses.

What is the team composition?

We have one overall point of contact at TechMD, but we also work with a designated project manager who spearheads each of our individual initiatives.

How did you come to work with TechMD?

They initially contacted us and marketed themselves to us.

How much have you invested with them?

We’ve spent approximately $5,000–$6,000 a month.

What is the status of this engagement?

Our engagement began in July 2018 and remains ongoing.

RESULTS & FEEDBACK

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

Specifically related to the new campus developments, we had problems with our previous firm about being responsible for the IT portion of the construction process. We've had no such complications with TechMD. When they joined our project, they served as the point person for all of the IT installations. They functioned like any other subcontractor on a construction project, which helped to further our progress.

How did TechMD perform from a project management standpoint?

They’ve been communicative for the entirety of our engagement. TechMD regularly follows-up with us and provides us with the necessary documentation.

What did you find most impressive about them?

They are more cost-effective than other firms we have worked with. Also, when we encounter a problem, TechMD can remotely monitor and identify what’s working and what’s not so that they can determine what equipment needs to be replaced or upgraded.

Are there any areas they could improve?

No, we’ve worked very well together.

Do you have any advice for potential customers?

Treat TechMD as part of your team.

BACKGROUND

Introduce your business and what you do there.

I'm the executive director at Safe Refuge, a drug and alcohol treatment facility in California.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

We were lacking the internal capacity to manage all of our IT issues, so we engaged TechMD for IT management and consulting. 

SOLUTION

What was the scope of their involvement?

TechMD provides IT assistance on both small day-to-day issues (i.e., helping staff log into their devices) and larger projects (i.e., migrating systems to the cloud). We submit tickets to their team as needed and, in addition to addressing issues, they also provide recommendations for technologies to help us set up different processes. 

What is the team composition? 

I have one main point of contact for larger projects, but work with others on their team as needed through the ticketing system on more of a regular basis. 

How did you come to work with TechMD?

We found them online and liked how helpful, attentive, and responsive they were compared to other agencies we were considering. 

How much have you invested with them?

We spend at least $3,000 a year on their services, depending on what types of projects come up.

What is the status of this engagement?

We've been working with them since November 2014.

RESULTS & FEEDBACK

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

TechMD's IT assistance has had a hugely positive impact on our company, streamlining internal processes and saving our team time by resolving any issues as they come up relatively quickly. We're a lot more confident in our IT systems thanks to their contributions. 

How did TechMD perform from a project management standpoint?

They're very responsive, working on any tickets we submit right away. There was a point in time where they seemed to have some turnover within their company, and their responsiveness slowed down, but they've resolved those issues since. 

What did you find most impressive about them?

TechMD seems to genuinely care about the success of our business; they want to make sure we're running as efficiently as possible. They proactively reach out to us each week to make sure they're meeting our expectations and aren't missing anything. 

Are there any areas they could improve?

There was a time I wanted them to be more customer service oriented, but they've already addressed any issues we had. 

BACKGROUND

Introduce your business and what you do there.

I'm the CEO of J.Derek Lewis and Associates, an investment advisory firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Techmd?

We engaged Techmd to take over our IT, networking, and technology infrastructure needs. Rather than trying to resolve issues on our own or pay a vendor by the hour, we wanted to work with a company with a more streamlined process and pricing structure.

SOLUTION

What was the scope of their involvement?

Techmd provides IT support on an ongoing basis through an online ticketing system, from installing new computers to recovering lost documents and setting up networks. Their first project involved a full server conversion and upgrade. They also provide CIO consulting services, reviewing and recommending changes we can make on a semi-annual basis.

What is the team composition?

We're assigned to a specific team, which includes a few technicians and a CIO consultant. We also have access to an after hours team as needed.

How did you come to work with Techmd?

They reached out to us, and we were attracted to the model they offered. We also knew some of the people on their team, so we felt comfortable working with them.

How much have you invested with them?

We spend about $2,000–$3,000 per month.

What is the status of this engagement?

We've been working with them since October 2016 and the relationship is ongoing.

RESULTS & FEEDBACK

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

Techmd's services save me a lot of time and money previously wasted on trying to resolve IT issues internally. Their ticketing system is easy to use and their team is great to work with; we have unlimited access to their support, and they don't seem to mind how frequently we use their services.

How did Techmd perform from a project management standpoint?

They're great; they send out monthly reports to us and reach out regularly. It continues to be a very good working relationship overall.

What did you find most impressive about them?

Their technicians are approachable and professional. Unlike other technicians we've worked with in the past, Techmd's staff is easy to deal with and talk to whenever they visit the office or speak to us over the phone.

Are there any areas they could improve?

I have no complaints.

Do you have any advice for potential customers?

I recommend trying their service out, even if it's just temporary, to experience the value of working with a team that understands the business needs and can more quickly address any technical issues than relying solely on internal teams. 

BACKGROUND

Introduce your business and what you do there.

We’re a nonprofit organization. I am the CFO.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

We outsource our IT needs to them.

SOLUTION

What was the scope of their involvement?

They take care of all our IT needs, including security, new equipment purchase, hardware and software troubleshooting, etc. We’ve also done two large migration projects with them. They transferred our email server to Outlook 365 and moved our network files to the cloud. They’re in the process of cleaning everything off our servers and moving them to cloud-based services. They also provide CIO consulting services.

What is the team composition?

They divide their full staff into teams and we’re assigned a team. We do have a principal point of contact for some of our needs.

How did you come to work with TechMD?

We used a company called StoneHill previously. They were acquired by TechMD, so we transferred to them after that merger.

How much have you invested with them?

We spend about $30,000 a year on their services. About $24,000 of that is monthly fees and the rest is for special projects.

What is the status of this engagement?

They came to us out of StoneHill around August 2016. Our collaboration is ongoing.

RESULTS & FEEDBACK

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

We’ve had very few problems since we started working with them. We feel protected from viral attacks and we appreciate their service. They handled both our big migration projects very well and we’re about 90% finished with our server transfer to the cloud. We have easy access to our email and network files and are very pleased with their work.

How did TechMD perform from a project management standpoint?

They have a variety of ways to interact with them. We can fill out a ticket through the ticketing system or call their helpline. They generally get back to us fairly quickly and are very friendly. They don’t fulfill the standard IT stereotype of being difficult to talk to. They’re very communicative and are very cheerful in our interactions. We haven’t had any complaints, and no one on our team has any hesitation about contacting them if we have a tech problem.

What did you find most impressive about them?

They’re very proactive and thorough and I appreciate their attitude. They’re always eager to solve problems right away and never put us off.

Are there any areas they could improve?

It would be helpful to have one point person for a problem. We often end up speaking to more people than really necessary to resolve issues. It would be simpler to have one person per problem. They do have a good team with a lot of specialists, but an account manager would simplify the process.

BACKGROUND

Introduce your business and what you do there.

I’m the CFO for Newport Pacific Capital Company, a property management business. Our specialty is in multifamily properties, such as mobile home parks, RV parks, and apartments. I handle all the internal operations, including technology.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

We were with a small IT company that wasn’t able to grow with us, so we began looking for another partner. We have clients all across the U.S. that needed efficient IT support.

SOLUTION

What was the scope of their involvement?

TechMD takes care of all our IT services, from our server room in the corporate office to all the remote locations across the country. They keep all the computers operational, safe, and free of viruses. If we have an emergency with the server, they keep us running and help with the global backups. TechMD makes sure our IT infrastructure supports our business and lets us do our jobs effectively.

When we first started, TechMD had us update a lot of our IT systems, which helped us get current. That’s allowed us to stay on top of the technology and remain secure and functional throughout the years.

What is the team composition?

We have one team assigned to our account. I work with several of the members, although the team is somewhat interchangeable.

How did you come to work with TechMD?

I interviewed several different companies that all had a fixed fee model, which is what we wanted. TechMD seemed to be the best fit, so we hired them.

How much have you invested with them?

We’ve spent between $500,000–$1 million.

What is the status of this engagement?

We’ve been working together since August 2012.

RESULTS & FEEDBACK

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

TechMD has reduced the number of viruses and intrusions we’ve had on our computers. They’ve helped us stay cleaner and run better.

We add and remove properties consistently, but TechMD keeps good notes that streamline our process and keep everything operating properly.

How did TechMD perform from a project management standpoint?

We meet on a monthly basis to review our IT infrastructure and discuss any suggested changes. The team is communicative and excellent at solving problems—I rarely have to speak with their supervisor. I have a customer relations contact I can talk to, and the owners also make themselves available when needed.

What did you find most impressive about them?

TechMD is incredibly patient. We have a lot of older employees out in the field who can have a hard time grasping some of the newer technology. However, TechMD does an amazing job working with them over the phone.

I appreciate their fixed fee model because it allows us to easily charge rates back to our properties. It gives us unlimited support and we know exactly what the cost will be; plus, our properties are getting the best care they’ve ever received. It’s a win-win for everyone involved.

Are there any areas they could improve?

No. If there are any problems, I take them straight to my point of contact. TechMD is great at listening to and implementing those changes. They’re a good partner to have.

BACKGROUND

Introduce your business and what you do there.

I'm the director of finance and HR for The Council on Aging Orange County, a nonprofit organization that provides advisory services to local seniors.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TechMD?

We needed IT support. We operate about 80 different computers, a server that hosts our secured files, and a phone and internet system. We needed people with the skills to handle all that and any tech support our staff required.

SOLUTION

What was the scope of their involvement?

TechMD reviews our systems and tech needs annually, letting us know about potential issues in the future. That gives us time to look at our budget and plan for new equipment and/or software solutions. They keep our server in tune, add and delete users, and establish user access to our files so that people only see what they need to.

TechMD also assists our staff of about 50 people—they answer questions, fix bugs, and provide tech solutions. When we moved offices a few years ago, they switched our whole system over the weekend without any interruptions.

What is the team composition?

We have a designated team, but who we interact with depends on the type of issue.

How did you come to work with TechMD?

They were hired before I began working here.

How much have you invested with them?

We spend about $4,800 a month.

What is the status of this engagement?

We’ve been working with TechMD since April 2008.

RESULTS & FEEDBACK

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

TechMD does such a great job of evaluating and monitoring our systems that we’ve never had a serious issue since I’ve worked here. We’ve never had to stop working because of a tech problem.

How did TechMD perform from a project management standpoint?

They manage everything so that we never lose any productivity time. We can get in touch with them via phone, email, or a portal on our desktops. I can get immediate help over the phone, and the portal takes six hours or less.

What did you find most impressive about them?

They handle everything seamlessly; we’ve never had any crucial tech problems. They proactively analyze our system and anticipate any repairs or changes that need to be made.

Are there any areas they could improve?

I'm very satisfied with their services. Their pricing is a little too high, since we're a non-profit, but we’re hesitant to switch because they’re so good.