Earlier this week, I mentioned how a handful New York City lawyers are trying to make the shift from billing by-the-hour to a flat-rate, case by case basis. If you haven’t been reading our newsletter, e-mail blasts, or this blog, you probably missed the part where we announced that we’ve expanded our services to include a one cost solution to your business technology. But during this past week, we acquired our first testimonial!
We met Autowatch last December and courted them with the idea of Fixed IT right away. Actually, they were among our first handful of clients to try out the new service plan — so it would be a new experience for them and us.
Things have been going mostly well over at the client site, although they did have some networking difficulties to overcome at first. Once that was settled, everything was smooth sailing… until last week.
Early in the morning, Dan — the guy who sits at the desk with three extra monitors, watching for trouble tickets from users and computers alike — noticed a warning message for a server over at Autowatch. This would be one of our first big emergencies since starting Fixed IT, and it was a great opportunity for us to “show our stuff,” if you will.
Dan immediately notified Trevor (Autowatch’s client liaison) and he was on the line with Gordon Henderson right away — letting him know that there was a problem. “He said that it looked like our server was overheating,” said Henderson. “But the server didn’t feel hot at all.”
Truthfully, we didn’t really know why their server was getting so hot. By the time the phone call had ended, the server was reporting that its heat level was critical. There was only one thing left to do: power it down.
Within a few minutes, Trevor was on his way to Autowatch. Upon arrival, he went through some physical diagnostics and determined that the heat sink was not connected to the processor in the server, and there was “a lot of gunk inside,” as Henderson put it.
From the initial heat warning until the heat sink was re-attached and everything was back to normal, Henderson estimated that maybe three hours had passed. “What’s cool is that, even though we had no idea anything was wrong, we were able to get it fixed before there was a big problem.” He said.
Since joining the DE family in January, Henderson says that he’s been “very impressed” with our Fixed IT service. He guessed that the time we spent working on the server saved them several days of downtime — if not a week. “I know that if we didn’t have you guys, we’d have been down for a long time!”
“Around here, we sleep better at night for two reasons,” he said.”First, it feels like somebody is always watching what’s going on with our computers.And second, we don’t have to worry about it.”
They’re definitely glad that their server survived! Without the constant monitoring provided by Fixed IT, that thing would be toast, literally!
**Special thanks to Gordon Henderson at Autowatch for contributing to this blog post! We’re very happy to be working with you, too :).
