Agree with all of the other comments. We have been using this company for five years. We pay big bucks just to know that we have someone to help if need be, but our needs are minimal. So we really wouldn't normally have a lot to say... but recently we actually needed to use their services, and guess what? They kinda junk! We are now realizing how bad the service and the technical knowledge is.
The short story (which nothing is really ever short with me... but I will try!) It took over a year to get a quote to replace a server. After a year of waiting we were told that the server isn't necessary since we are on the cloud. So they gave us a quote to go straight to the cloud and bypass the server. Ok... so that could have been the solution given and implemented a year ago??!!!! Seems simple, but we are still waiting to get an appointment to have this done!
Now we are also told that Citrix is not a good program to use anymore and we need to spend a ton of money to move to a Microsoft program. I don't mind, if it is the right and best thing to do, BUT no-one can offer to me a good explanation/reason for the move.
Finally... I asked for a SOC2 report. Just a document that tells the customer that their data is secure, and that there are controls for confidentiality and privacy. GUESS WHAT? they gave me a brochure. A one page brochure; advertising that they are private and have security. When I called to talk to the guy that sent it to me. He said that is all they have, and then tried to tell me verbally their privacy info and their disaster plan. UM... I don't want you to tell me... try type it out and make it legit and then give to your clients! He said they do have it typed out but it is confidential. Now I do have another vendor I work with, and we sign an agreement that we aren't going to share the information so I would be fine with doing the same, but he then confessed that they don't have that type of document, it is just something they have been talking about and will be doing in the future. SAY WAT?! They have been in business for a long time - yet nobody has thought to do a document like this?
I asked to speak with someone from the executive staff, but apparently they don't speak to anyone so you have to talk to a bunch of people in between and then maybe will be able to speak with the executive team.
Gonna look for another IT company, and send a warning to my colleagues about this place. I know... shake your head at me for letting this go on for so long. It is my bad, but don't let it be yours too. read more