MSP & Server Hardware Upgrade for Financial Services Firm

Introduce your business and what you do there. I’m currently a portfolio manager and chief compliance officer at Tellone, which is an investment advisory and financial services company.

What challenge were you trying to address with briteCITY? We were dissatisfied with our managed service provider at the time.

What was the scope of their involvement? briteCITY’s our managed service provider. Recently, their team replaced our servers.

They reviewed our initial server set-up, changed the hypervisor on the server, and then implemented that into our new hardware. Their team also rolled out a new password manager for us as well. What is the team composition?

At this point, I’ve worked with 4–5 people from briteCITY. I’ve worked with Chad (CEO), John (IT Team Lead), and Brooke (Project Coordinator). We also have a help desk point of contact, Scott (IT Professional).

How did you come to work with briteCITY? briteCITY purchased our initial managed service provider. I interviewed the briteCITY crew and stipulated an initial period for them to advance the level of services we received from our previous provider in order for us to work with them.

How much have you invested with them? We’ve spent between $10,000–$50,000 on their services so far. What is the status of this engagement?

We initially hired briteCITY around January 2020, and we’re still using them.

What evidence can you share that demonstrates the impact of the engagement? We measure the success of our partnership by ticket response times. Obviously, tickets had different severities, which I try to keep in mind when thinking about their response times.

In general, briteCITY resolves tickets the same day that we submit them. How did briteCITY perform from a project management standpoint? From a project management perspective, they’re pretty good.

For our latest project, we initially set a timeline and estimated the time of completion. We had regular check-ins with the project manager, which lead to regular contact. They’re responsive and handle projects well.

What did you find most impressive about them? Their technical knowledge is better than that of previous managed service providers. They’re knowledgeable and make recommendations that I take seriously.

I’m impressed by their expertise and response times. Are there any areas they could improve? One minor pain point involves calling into briteCITY.

That’s fairly minor because they route the calls quickly and effectively most of the time. They prefer to work specifically through their ticketing system, which is fairly understandable. Do you have any advice for potential customers?

As with any relationship with a managed service provider, set your expectations upfront. briteCITY’s explains their response times for tickets. So far, they’ve lived up to or exceeded them.