Testimonials & Case Studies

Remote Computing

A professional services firm with Fortune 100 clients was opening an office in Europe. They were told by their network consultant that it was impossible to connect the employees in Spain to the corporate system in San Francisco. However, access to some documents and data that resided in the States was essential to the success of the expansion project.

Uptime Resources evaluated the network and recommended upgrading the Firewall technology in the bay area corporate office to support VPN access to the network. Uptime Resources then established a relationship with the company who was leasing office space to our client in Europe. Within a very short amount of time, employees in Europe not only had access to the corporate network from their European office but had consistent access from wherever their business travels took them.

End-User Support

A bay area non-profit was frustrated by the difficulty communicating with their IT consultant. He seemed to be able to support the network but the users were never able to understand the advice he gave and often felt “talked down to”. They started to avoid asking for help and the non-profit knew that they were no longer being proactive about technology.

Uptime Resources evaluated their network and realized that part of the support challenge resulted from an extremely heterogeneous environment. Everyone’s desktop looked different and ran different software. Uptime Resources helped them access donated Microsoft software and standardized the desktop on Windows XP and Office Professional. We put together a short training program for the staff and then included a very cost effective desktop support component in their Annual Support Contract. An Uptime Resources Desktop Support professional spends two mornings per week helping the staff with computing questions and because he specialized in working with people who are not always comfortable with technology and computers, the staff feels like they are finally getting the help they need.

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Service and Emergency Response

An Oakland-based company with 34 employees was working with a small IT Consulting firm for network support. Their frustration was growing because they were never able to talk to their vendor when the called for help, they had to either leave voicemail or send email requesting assistance. The problem mushroomed into a crisis when, during an upgrade project, problems multiplied and the consultant was not always available to assist. What was supposed to be a routine upgrade, doubled in duration and left users feeling very vulnerable.

Uptime Resources understands that communication is essential. This client now works with us and when they call for assistance, they are able to talk to a person who can begin to coordinate assistance immediately. Our Oakland-based client now has a guaranteed response time of four hours, all calls are answered by a live person and they no longer rely on a single, over-booked consultant for service. They no longer feel vulnerable because they know that we will be available during emergencies and for all of the day to day questions that they may have.

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