MindShift appears to be a company run by insurance people. As soon as the contract is signed, you supposedly have an account manager who is doing your bidding and helping you with your IT needs, but the reality is that he will almost never call you to offer suggestions for improving your process etc. He does not really think with you. We have been a long term customer in Raleigh but I was almost never contacted by their account manager to suggest ways to stay up to date. The main focus appears to be collecting on the monthly invoices. We had a few support issues and it was obvious that the helpdesk people did not really know our server configuration. One of them even suggested that it was his time to go home for the weekend and that we should reboot our particular server ourselves. If he had known our configuration he would have known that we did not have that capability, why did we call him in the first place?
The first time this glaring support issue happened we got contacted by their 'higher management' and they assured us that they would fix their procedures. But then the problem happened again, and I got another call from the same guy, I guess he wanted to explain why he did not fix the problem the first time. It was too late then. Then recently we found out that our SAN was not even covered by their maintenance contract, even though it is a vital part of our equipment that has been there from the beginning. Imagine finding out in the middle of the night that your equipment is not covered for repair, that sounds like what a typical insurance company would do.
Then at some point they urged us to move from our existing data center to another, I guess they had a better relationship with the other company. They even told lies about our existing data center, that it was under powered and less reliable. That was a self-serving lie as I recently found out.
I guess it is easy to build an empire on automating customer solutions, writing self-serving contracts, collecting monthly fees (their invoicing is top notch, always on time) and avoiding any personal contact, but we prefer a more dedicated approach.
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