We ran away after a few months
Former staff reviews on Glassdoor.com indicates 2018 was not a good year for them and I can only agree with them.
Onboarding Experience:
Lots of up selling efforts before they could even show any of the initial scope was being managed well. We fired them only a few months later.
Despite showing lots of compliance standards on their web site and having a CISO on staff they showed no understanding of managing IT for companies in regulated industries (they used non-US support staff remoting in from non-US locations most of the time which is a big no-no in compliance regulated industries).
We paid for them to learn our IT operation and standards and spent lots of time educating them on this. Upon review we noticed almost nothing was captured in their client info system so it was a waste.
The on-boarding project manager disappeared before the on-boarding project was complete. The substitute showed lack of project mgmt. skills and basic understanding about prioritizing escalated problems and issues.
The assigned account manager was keen to send quotes for additional services but not responsive to fix the many broken procedures and SLA / support failures we pointed out his team was doing during the first few months.
Configuration:
Clueless on optimizing Anti-Virus CPU/RAM use on staff PC's, as a result we suffered multiple PC stalling/crashes and huge negative impact on productivity and sales efforts for 1-2 months. There was no focused escalation efforts to fix this unless we spent time asking for how the config worked and what settings they had opted for.
Lots of variation in how staff laptops were configured. At the end/exit we noticed lots of PC's had received no Windows system/security updates during their "Managed" IT service period.
Server Monitoring/Support:
Lots of false alerts, performance monitoring on the scoped servers was insufficient (they never completed the setup).
PC Support:
The support team has some good people, but they do not follow agreed guidelines and will install random internet tools on staff PC based purely on personal judgement (not trained or certified on using those tools).
Laptop imaging:
Not once could they get image provisioning on a new/replacement laptop right and the impacted staff suffered days of downtime.