I’m all about giving our clients top-notch support. Saying “best” is easy, but to me, it means no open tickets where our clients are left hanging. While other MSPs might be okay with delays or half-hearted responses, DMC takes pride in going above and beyond our contract’s guaranteed response times. We aim to respond to any ticket within moments of receiving it, (during business hours, of course). Our support contracts have guaranteed response times, but we generally far exceed those guarantees, and that’s how we like it.
Most other MSPs require you to use specific hardware and software and that it be a certain age. They do this to minimize the training and knowledge their technicians need, which makes sense. In contrast, we make recommendations but have few requirements (for instance, you need to use a Pro version of Windows so we can encrypt the drives for security). We don’t insist on using our hardware or purchasing through us, but we’ll recommend it if we think it’s best for you.
This is essentially how we operate – you do what works for you, as long as it doesn’t jeopardize our ability to assist you. This
Another thing that sets us apart from the competition is our pricing model – something we’ve been calling MMSP – A Mostly Managed Service Provider. Other MSPs charge considerably more because they include a basic software suite and onsite service. We’ve found that our clients, primarily small businesses (5-20 employees on average), can’t afford this, leaving them without the security and support they need. Those other MSPs set their monthly price per user/computer high to cover any onsite time they might need to spend with you.
We don’t do that – if we need to come onsite (which is pretty rare these days), we charge you an hourly fee at half our “retail” rate. This keeps our rates low while still giving our clients the option for on-site support if needed. Since we’re local to Northern California (and the North Bay specifically), we can provide a quick turnaround when necessary. We’re here to resolve issues and ideally prevent them from becoming problems in the first place.
We aim to stay as vendor-neutral as possible. We will definitely give you our recommendations, but at the end of the day, the choice is yours.