Getting the Job Done No Matter What It Takes: Orange County Conservation Corps
TechMD believes that urgent technology crises should be handled as soon as possible—no matter what it takes. The scenario below illustrates how TechMD handled one such crisis for the Orange County Conservation Corps (OCCC).
Challenges:
- Complete and total failure of an Orange County Conservation Corps server
Solution:
Results:
- TechMD was on-site within 45 minutes
- TechMD remained on-site until the system was back up and running
- Since back-ups of data are monitored, TechMD was able to verify that the back-up from the evening before was reliable, and used the back-up to restore OCCC’s data
- This entire, “marathon” service call was covered by TechMD’s Total Care Support Plan—the client did not pay a dime more than its usual, monthly fee
Max Carter, Executive Director of the Orange County Conservation Corps, knows a good information technology company when he sees one. He speaks from first-hand experience—before joining the OCCC, he owned and operated his own information technology business for seven years.
While Max had been pleased with TechMD’s regular, ongoing maintenance support, he was able to witness how the company handled a true crisis in summer, 2007, when one of OCCC’s servers failed. “TechMD was here within 45 minutes of the 7:40 a.m. failure,” explains Max, “and stayed here for the next 16 ½ hours—until 1 a.m. the next day—to make sure we were back up and running. They wouldn’t leave until everything was back the way it was—no loose ends, no dropped balls. Resolution of the server failure could have easily taken much longer, but TechMD’s team is so competent—and will do whatever it takes—that we were back up and running in record time.”
Thanks to the regular systems that TechMD also encouraged OCCC to put into place—such as a nightly back-up of its system’s data—OCCC’s data also remained intact. “TechMD was able to confirm that a successful back-up had taken place the night before, and used that back-up to restore our data. We didn’t lose anything,” states Max.
One of the reasons that TechMD resolved OCCC’s situation so quickly is its trouble ticket system, which “triages” service calls based on urgency and severity of the problem. Since OCCC’s server was in complete failure, it was definitely the top priority for that particular day.
Perhaps Max’s final comment sums it up best: “TechMD is easily the best information technology services provider I’ve ever encountered—not only as a client, but also as a former colleague. I would recommend them to anybody!”