XBASE Technologies has been our IT Managed Service Provider for almost 10 years. As a Not For Profit (NFP) organization we have to exercise due diligence in contracting our services with a focus on transparency, quality and price. XBASE has been awarded the contract for two consecutive periods after extensive RFP processes. They continue to stand out as an organization focused on quality and service delivery. We continue to be extremely satisfied with XBASE. Their level of technical expertise and response to customer needs are impressive. We see them as not just our IT Managed Service Provider but as a partner in ensuring we provide our staff and our clients with the best service possible.
In these economic times, even as a NFP we need to ensure we are as efficient and effective as possible in how we manage our business. Having had services from other companies and also having attempted to manage these services in house, I can honestly say…….it makes no business sense to sacrifice quality for cost. As a NFP, costs are important to us. XBASE has worked with us to design business solutions that are focus on quality but also are cost effective. Thank you for being a great business partner.
President & CEO
I can definitely attest to the superior service from the XBASE team. Comments from other members of our management team also confirm that XBASE has the expertise to solve technical issues promptly and courteously. Having a team lead like John Van Berkum allows me to get right to the source if an especially challenging technical issue is lingering.
From a service perspective, you get what you pay for. I feel that nothing replaces the peace of mind as COO of knowing that XBASE looks after ALL the technology aspects of our firm including our telephones. All the responsibility lies with XBASE as quarterback and avoids the blame game between the service providers which ultimately eliminates the frustration of being the “go-between”. This allows me to focus on the other facets of my business instead of trying to keep up with the never ending changes in technology and how to best implement those changes within our firm.
President & COO
The care and concern that the XBASE team has provided goes above and beyond. In normal day to day situations, the team is always there to respond and resolve the issues. But more importantly, in a critical situation, they work with us, keep us updated and in every case have been able to analyze and resolve our situations in a timely manner.
Cheaper options do exist. We have tried cheaper options (several as a matter of fact) and none have compared to XBASE and the level of service we received. Although it may seem to be a cheaper option, the time to resolve an issue was much greater, causing more downtime and more cost as they did not have the technical depth that we found in the XBASE team.
Corporate IT and SAP Project Manager
Bailey Metal Products Limited
XBASE has been providing IT services and solutions to Skyway Canada for over 8 years. Whether it be first line support or planning complex projects such as disaster recovery or data warehousing, XBASE has delivered in all areas of IT. XBASE is always up to the challenge and has come through when I have needed them the most.
XBASE has provided great value in the services they provide and I consider them to be a Tier 1 service provider in my book. Access to experts in all areas of IT are just a phone call away and are available to myself at a fraction of the cost it would be to employee a department with similar resources. XBASE provides us the flexibility we need with budget friendly proposals and always offer good, better, best solutions as required. We see great value in XBASE services and that is exactly the reason why services to Skyway have more than tripled over the years.
I like to deal with people I know, and specialists who know my systems. I am not bounced around from one person to another in within their tech support team. XBASE response is usually quick and personal. Knowing that I am dealing with a team of computer geeks makes me feel safe in the hands of XBASE.
John Van Berkum is amazing. Usually it goes with the first impression, and my first impression was John helping me to fire up the system for the first time at 3 am on a Sunday morning!
While XBASE may not be the cheapest service around, they are local (Canadian), we have had no price increases since starting with them. We are also not charged for the little things, even if they are not within the scope of our service. Overall I am very happy with the value received.
I think it’s very true that you pay for what you get. I feel that with XBASE the price is not always the cheapest on the market, but the quality of their service and advice more than makes up for the difference. The quality of hardware is also good and we have had great experiences with our purchases that have lasted for a number of years.
Director of IT
Picton Mahoney Asset Management
Expert level IT support is often a challenge for non-profit organizations. XBASE has been providing managed IT services to YMCA Canada for over a decade. A skilled team responds quickly and identifies the right solution to our issues. XBASE provides critical advice for system improvements. XBASE has helped us in few tough situations when we needed them most. We are very satisfied with XBASE as a partner.
For YMCA Canada, XBASE works like a virtual in-house IT department that has expertise in very broad areas of IT, from electrical services to cloud services and software development. Staying on top of the latest technology is becoming more and more important for us, and XBASE is trusted to help us stay current with the technology we need to operate. We believe that XBASE delivers great value, and has done so for years.
The experience with XBASE has been consistently good. The service turnaround time is great and all agents are courteous to the staff regardless of the complexity of the requests. XBASE’s technical team has proven to be knowledgeable in all aspect of the IT infrastructure and are able to complete requests with dexterity. The ticket system works well for issue tracking, monitoring and follow-ups. Communications are timely with sufficient details which allows me to respond, react and communication important events to stakeholders.
XBASE’s pricing structure is worth the peace of mind. Outsourcing IT support to XBASE allows me to focus on value-added tasks and not worry about system up-time and performance.
Project Specialist, IT Infrastructure
Supply Chain Management Association
The story I always like to tell people about XBASE is when we lost all power and connectivity to our Smithville plant. There was an accident just down the street that took out several utility poles. Telephone, Internet service and power all went down. As I was walking out of the building to discuss the situation with the other members of the Management Team, my mobile phone rang. It was Adam from XBASE, calling to let me know that Smithville had just dropped off from all the monitoring. This was within minutes of the accident. THAT is service!
I’ve done several RFP’s over the years. I’ve had companies be very aggressive with pricing. My experience is that they don’t always have the tools and resources to provide great service. Do your due diligence. There’s always a reason that someone is more “cost effective”; and it’s usually at the cost of service.
Our transition to XBASE has been seamless and very professional. The folks on our account hit the ground running and very quickly had a full understanding of our IT environment and began to provide suggestions for improvements from day one. The team has been incredibly responsive, patient and provided exceptional client service. They have treated us with respect and have been able to communicate with us at a level that we understand since we are not computer experts. XBASE staff have done a great job of keeping us abreast as to the status of our requests so that there are no surprises.
We have found that the service XBASE has provided to date is priced in a very fair manner. XBASE has been very clear as to their fee structure from day one and have remained true to their word. When service requests come up that are outside of our normal agreement they have provided fulsome quotes and explanations in advance of doing the work. The quality of work and customer service has made every penny spent worthwhile.
Having been exposed to a number of external helpdesk environments, I was very pleased with the service provided by the XBASE Helpdesk and Support teams. The front line technicians are more knowledgeable than most, and are generally able to resolve most issues on the first call. When more complex issues arise, the second and third level engineers provide quick and meaningful explanations, and effective resolutions that consider not just remediating the symptoms, but also divining direct and indirect root causes to provide a complete solution. A very effective team!!
When engaged in the selection process for Managed and Hosted Infrastructure Support and Customer Facing Helpdesk Support, we found that there was a standard “menu” of features and costs offered by most participants. XBASE Technologies were the only participant who looked at it as a “people” requirement and not an infrastructure one, providing costing per user rather than having to contemplate infrastructure that you may not need. In dealing with differing types of user, consideration and flexibility were always available for the “real world environment”, beyond what fits a particular menu item. As a result, although initial pricing may not appear to be as favourable, the overall model provided the best value, which is the more important factor. Coupled with the superb service received during the term, the XBASE solution was indeed the superior choice in all regards.
VP Information Technology
Sutton Special Risk
In my dealings with XBASE support, the team is very knowledgeable. They understand my environment and provide excellent support. We have used XBASE twice now to upgrade our servers and Windows Active Directory. The advantage we saw with XBASE was that they know the hardware they sell, they sourced it for us, configured, and installed the hardware. The benefit of a ‘one stop shop’ providing the hardware, configuring the servers and Active Directory, and then deploying the hardware was huge. It made sense to Rittal to use a knowledgeable proven partner to upgrade out network servers.
“Since our move to XBASE, our website application is much faster and its availability is great.The transition of the application was as smooth as it could be and was handled very professionally. We’d just like to say that we are very happy with the support we are receiving. Your staff is caring and supportive to our business needs and always professional and knowledgeable”
“Just a little note to say how much I am indebted to your tech who spent over an hour today recovering my files. Their relentlessness paid off. Needless to say I am indebted to them. As well, they are always pleasant to me on the phone and even made me laugh when I was feeling so hopeless. You have great employee(s) who exemplify what Extraordinary Customer Service should be.”
“XBASE has met or exceeded our expectations…our servers have been up virtually 100%. Just as important, XBASE provided the consulting advice we needed to help us refine what our infrastructure requirements were, what the best solutions would be, and what it would take to migrate to XBASE from our previous provider. All in all, moving to XBASE has enabled our staff to focus on our business.”
“I cannot thank you enough for all your invaluable and ongoing support with my IT and related challenges. No matter how big or small the problem, you are fast, courteous and efficient, as well as friendly and professional. I believe that you deserve much praise and recognition for your efforts …. Thank you again for all your help.”
“Thanks to everyone at XBASE for making our 25-person office move successful. Your team did a great job on all aspects of the project from pre-move consulting right through to post-move support. Projects have always been accomplished both on time and within budget.”
“XBASE’s operating model, with a centralized help-desk and powerful remote access tools, is effective and efficient.”
“XBASE has helped us develop secure backup and recovery strategies, server migrations, Virtualization, office builds and re-locations, and define and implement a consistent environment for PC’s.”
“With XBASE, our IT Operations are consistent, dependable, and secure, your Support staff is friendly, knowledgeable, and helpful, and our costs remain competitive.”