John Heartlein
They were great. I mean, truly, my TAM at the time, it was just so easy. We had a set number of hours and the hours didn’t expire and they weren’t dedicated to one type of service versus another. And I had a monthly touch base. It was just way easier. And as we brought in the managed service provider, I felt US Cloud gave them a little bit of a boost.
At one point, we had a problem where the engineer helping us at that time, there was some operational problem with the Windows Server, but it also involved Cisco, and that engineer was able to work with the Cisco engineer. There was no problem having multiple companies on the phone. Nobody said, “well, it’s Cisco’s problem.”
Another time, we had a big problem decommissioning a domain controller, which one would normally expect to be a very simple operational task, but it caused major performance issues with our network DNS resolution.
I remember the engineer at the time, all of our domain controllers were built on something with no GUI, no graphical user interface. So, it’s a lot harder to troubleshoot on that, and he was able to get in there and work in core. He wasn’t super happy that we were running core, but he was able to get in there and resolve the problem using basically PowerShell commands and get us back in working order.