Competitor was "Fired". VAULT400 initially lost the business due to lower install and support costs. Unfortunately, the client did not experience the savings nor support they had expected. They suffered from a serious lack of service! As you will read in this article from IT Jungle by Dan Burger; Managed Service Providers (MSPs) need to deliver project management skills. There needs to be continual communications on project status and especially on potential problems. A vendor who calls itself a managed service provider better be big on service.
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