Waident has a very quick response time. It is rarely more than one or two hours between request and resolution. Our employees are technically smart enough to be dangerous, and Waident will often suggest quick fixes to empower us to solve some issues ourselves.
Our Waident relationship started with helpdesk support, but we’ve found that as our organization has grown they have helped us think about the technology landscape overall. They proactively suggest possible infrastructure improvements like database upgrades.
Waident has great availability when we need them. Just the other day, one of our team members put a service request in at 7 pm at night, and was corresponding after-hours with a Waident support person, who delivered the solution.

Prior to working with Waident, we were putting out a lot of fires with the contractors who support our business. We shifted to providing laptops for these contractors, which Waident then used Waident Watch to remotely monitor and manage. This remote management means that our contractors get better support and no longer need to come in to an office for service.
We are a pretty reactive business. Without Waident, strategic IT projects would get relegated to the back burner until something went wrong. Waident’s approach is much more proactive, constantly monitoring our servers and managing virus/malware updates. Issues get reported instantly!
I consider Waident a part of my larger IT team of internal staff rather than just vendors or consultants. In fact, they make it easier to work with other vendors. For example, we were having slow response time from our hosted router vendor, so Waident got access to login information. Waident gives me faster response time so I’m not waiting on the vendor.
We continue to grow, and recently it was time to upgrade our servers again. Waident proactively suggested that we move to a virtual server, something we knew nothing about. It’s one of the best things we’ve ever done! We now have test environments and easily expandable capacity.

We used to have a smaller IT company — basically just one guy — helping us. We were in trouble if he wasn’t available, especially as we grew in size. Now we just send an email, and somebody on the Waident team can quickly help us.
Waident’s greatest strength is their responsiveness. They get back to us relatively quickly on our standard requests, and urgent requests are turned around even faster. Since we don’t have anyone here at NorthCape who is technically savvy, I also appreciate their high-level guidance and annual technology recommendations. They help me think through network and security issues and are very conscious of not throwing around a lot of money for projects. They go over the details of a project so I feel like I understand. But mostly I like not having to think about technology because Waident has it under control.
We recently needed a new phone system. Waident guided us through the process and helped us filter out different vendors to so we could make the right selection based on our needs and budget.

Our technology used to be managed by a gentleman who was doing hourly IT support. As we progressed, we found we were beyond his capabilities. He had a day job, and wasn’t always available when we needed him. My switch to Waident took away my worries about technology, and has freed up my time so I can focus on my business.
My staff and I have been really happy with Waident. I no longer have to worry about technology because they are proactive about suggesting new software I might need, managing my data back-ups, and enhancing systems I already have. I like that they can satisfy all my technology needs, and are available 24/7 for emergencies. Whether I’m at work or at home on my personal computer, they can access my computer and take care of any issues.

Previously I used an outsourced firm, but I was unhappy with them for three reasons. First, they were surly. They never seemed to want to be bothered. They did the bare minimum — nothing more. Second, I was frustrated by what felt like inappropriate charges, and, despite efforts at resolution, I continually had to challenge the billing. I eventually gave up. Third, they weren’t responsive to the overall state of my business. We had recently gone through a downsizing, and I needed help to adjust my IT infrastructure appropriately for our company going forward. They had no interest in or perspective on helping us right-size for the future.
With Waident, I get the responsive, helpful support I expect and with predictable monthly billing. They bring a holistic, business-oriented approach to planning my infrastructure, anticipating my needs.
We recently moved offices and needed to change our phone system. The vendor inappropriately combined internet/phone lines, resulting in horrible phone service. Sean Hanna stayed on the issue, working with the vendor and my internal team until it was resolved. This persistence and commitment to closure is a defining characteristic for Waident. They never fail to follow-up, asking, “How have we done? Have we solved the problem to your satisfaction?” By “closing the loop”, Waident ensures the problem has been resolved, not just buried.