Could you share any statistics or metrics from this engagement?
There are two that have actually happened within the last week [October 2015]. We had a server that was throwing out seemingly random errors. It was our Chronos server, which is a time management system. There was one function of the program that was working. Everything else was locked out. When our techs went to in to see that some significant things had changed, we called DSCI immediately, and they were actually on it within 10 minutes. They were fixing the problem and contacting the vendors with question. They provided full service to get the situation resolved. They have a very rapid response to those kinds of things, which is great because we can't really have unplanned downtime.
How did DSCI perform from a project management standpoint?
We use their ticketing system, and they have a dashboard that we log into, which allows us to manage both the tickets and the billing. We have access to both an emergency support team and a dedicated account rep. The account rep that we have is more for sales than service, although he does act as a liaison with the service department at times.
He actually, on more than one occasion, has gone to bat for us with billing and pricing issues. He's gone through the service department to maybe speed them up, or let them know that the issue was more significant than it sounded. Also, if we're just generating a ticket, there's an online process we can use, but for the most part, we have a phone number we call into.
What distinguishes DSCI from other providers?
I think what distinguishes them is the fact that they're local, and they know the area and what the needs are. I also have had conversations with one of their vice presidents, Tyler [Dunphy], who has previously been in my position for one of the local cities. He knows the infrastructure that I'm dealing with, and he's able to offer some really solid advice on directions to go in. In general, DSCI's ability to help you strategize and come up with a workable plan is a great characteristic.
Is there anything DSCI could have improved or done differently?
I can't think of any. Everything that I've mentioned to them that I'm concerned about, they respond to immediately, whether it's customer service, or maybe a resolution didn't kick in, and we need to work on it more. They've always been very accommodating.