About 6 months ago, I convinced the directors of the company to invest in migrating to Exchange. We have about 75 users, in 3 offices, and a lot of out-of-office and home working activity. Considering the cost of leased lines, and wanting to outsource risk, I decided to use someone else to host and manage our exchange server. Rackspace were too expensive, so i went hunting and found this company who were able to do it at 2/3 the price. They were relatively local, smallish, but with a decent sized tech team.
When instructed, they set to with purchasing the server, configuration and setup – this took twice as long as expected, and we had a couple of non-specific setbacks.
Basically, even now that we’re up and running, they take days to respond to email support requests, take over a month to install updates, never apologise for doing something late, or badly, and they haven’t done a number of things that they said they would do (like help us set up mobile email on palm treos). They haven’t actually broken anything in the SLA or contract, but they’ve gone against what they said verbally at the sales meetings, and they’re generally under-performing.
Plus, when all my other suppliers send me a bottle of wine or something at Christmas, this company send me a card with some sprout seeds in.
What can we do?
