How many employees does Waident have?
20+ and growing
20+ and growing
Waident is an IT outsourcer that helps pragmatic SMBs reduce the frequency, duration, severity, and cost of the inevitable IT fiasco.
Acting as your proactive and responsive IT function, we deliver the strategy, security, and support that keeps your people productive, your enterprise running, and your data safe.
We are an IT outsourcer with expertise in strategy, security, and support. Visit our Solutions page for details.
We’re a disciplined, process-driven, and a little weird. We focus on your people and your business first, THEN the IT.
GREAT question. Sometimes it does make a lot more sense to hire an IT person instead of using a 3rd-party IT partner. There’s not a single best answer for this one since every company has different business models, strategies, budgets, expectations, and needs.
We support 3,000+ unique users–from noobs to techies. We’ve been there, done that and enjoy working with everyone in between.
We help clients remotely not just because we can (i.e. it is easier for us and cost effective for clients) but because we can normally handle it much faster without compromising our high customer service level. It is a win/win.
We work hard to make that happen. Any data that we hold is redundant, secure, and regularly tested to ensure proper cyber security best practices. However, keeping client data safe and secure requires the client company to follow good security best practices–unfortunately, too many companies do NOT.
Just ask! We can schedule someone to be onsite.
Any function that has strategic impact on the business needs someone looking forward. Without high-level perspective and deep knowledge, companies just react to the business’ day-to-day needs whether that’s people, products or IT.
For the most part, anything off-the-shelf that you have from Windows to CRM to HR. Most of our clients have at least one proprietary or unique application. We work closely with the manufacturer and build documentation which often allows us to become experts and support the platform.
Pretty much anything you have or need-desktops, laptops, servers, monitors, cameras, phones–even drones.
Great question! We are a perfect fit for some companies and not a good fit for some companies and others. Let’s talk. If we can’t help you, we’ll tell you and recommend someone who can.
You bet. We do this all of the time.
Absolutely. You contact us and we handle the rest.
The team is certified in Microsoft, Cisco, Network Plus, and other high end security platform certifications.
Possibly, but we do support very small companies. The question is do you need what we do?
With as much grace as possible to minimize disruption. We have a comprehensive onboarding process that helps reduce the complexity and ensures a smooth transition.
Many of our clients pay a fixed monthly fee for unlimited support and others pay us using a block-of-hours arrangement.
No! In our experience, that is a poor solution. We work in teams and you will be assigned a dedicated Client Manager.
There’s no drama when this happens at Waident. First, this is a rare event for us, but when it does, since we document everything and work in teams, there is never the chance of someone walking away with everything in their head causing support problems.
All full time employees.
Yes. We give clients access to the same Helpdesk ticket system we use so they can see details of the tickets if they want to.
Super easy with an email or phone call. You can even use our Helpdesk portal if you really want to.
7:00 AM to 7:00 PM CST.
Yup. No one works 9 to 5 any more. We have an on call team nights and weekends to help.
We don’t run to your office with a bag of tools, but we do work with the manufacturer to get the repair done.
All tickets go through a centralized dispatch process and then assigned to the appropriate technician.
Sh*t happens so we are ready for when it does. Just call our Helpdesk line or send an email to our urgent team and we will help you right away.
We try to be as responsive as possible and get back to all users within 15 minutes depending on the priority. Agreement wise the service level response times vary depending on the agreement type.
Yes definitely if that is what you need.
That’s the goal!
Um, then maybe you should email a helpdesk ticket in : )
Or we also give you the option to leave a voicemail when calling the Helpdesk.
We do a comprehensive review of the infrastructure as a part of our onboarding process. You will know all of the things you are doing right, your risks, and the upgrades that should take place.
You are probably correct. We work with clients to educate them on cyber security best practices and take actions needed to make the environment more secure.
We work in teams so even if the local tech is not available right away we will get someone else on the team to help.
Process, process, process. We have check-off sheets and an internal process to ensure this is done accurately and communicated effectively.
We support clients across the country. Many of our clients have headquarters in the Chicago or Milwaukee, but then they also have offices in other states/cities. We support them as well.
We have a lot of strategic partners for nearly all aspects of business. Shoot me an email and I bet I’ve got guy or gal that can help
Yes with Microsoft, Dell, Fortinet, Palo Alto, and a host of other top companies
No sorry. We can help support them but we refer website development and such to one of our strategic partners
Yes sometimes we do.
A TBR (Technology Business Review) is a meeting with our clients to discuss a host of technology and business related items. Security, risks, helpdesk reports, backups, best practices, and the list goes on.
The teams background varies. Most are diverse with having previous jobs doing other things in business besides IT and they moved in to IT because of their passion. Ultimately this makes them more “people” oriented and not your typical “IT Geek”.
Over 110 and growing
We have metric for this! We average year over year a 4.7 out of 5. We always have room to learn and improve.
Well we are not geeks to start off. We are similar in some ways but the Best Buy Geek Squad is mainly tech focused and we are people and business focused.
We worry about Ransomware infections and manage for it. We have robust processes in place to help prevent a ransomware attack and if it does happen, you can recover quickly
Because we suck less! We do get this question way too often. The standard of service for a lot of IT providers is unfortunately pretty low. No easy answer, but after talking with us you get a pretty good idea of our culture and how we will take great care of you
Absolutely. We have been helping clients with security for years and long before it became the thing to do for all IT providers. Security is deep in our culture and DNA.
Nope. In fact if we need to work on your computer, we even ask if there is a good time to help while you are away so we do not disrupt your work.
Yup. Better yet, we share out documentation platform with our clients so they have access to the same document we have. We are the authors, but it is your documentation.
Process, process, and process. It is not rocket science but if you have a good process in place and a checkoff sheet, amazing things can happen. The last thing anyone wants is to hire a new employee and look bad because their computer is not setup correctly.
Yes you can. Our technology management platform can run an inventory report any time you need one.
If we are managing your security we will have reports to prove you are as secure as possible. If you do not care much about your security then you really do not have any idea.
No not really any kind of formal training. We do a lot of group information sharing on topics like security, Office 365, working remotely, etc. These are very interactive peer driven with some IT guidance.
Test them! We test all backups on a regular basis to ensure they are working properly and we give the client a report.
Absolutely. We monitor and alert on all critical systems. Servers, internet, websites, applications, anything critical to your business.
Sure. We help set them up and troubleshoot when needed. If there is a need to contact service we handle that.
Certainly. We have a lot of clients who have custom applications. We are the first line for all troubleshooting needs and help with setup.
Definitely. As a part of our security platform our management tools can whitelist or blacklist applications as needed.
Of course. All makes and models.
Actually we can and have done this for a client. Funny story we can share when you have 10 minutes.
Nope. Our team is well versed in business speak and we keep the tech speak to the bare minimum.
Yes. Many of our clients have access to our Helpdesk platform so they can see all of the tickets and notes that we do. Transparency.
Any time. We lead the charge when needed to determine the best equipment and will order it using the best option for the client.
Lots of constant effort! We work in teams so that goes a long way to make sure the documentation is always up to date.
We look at all of the systems to determine if there is an option for redundancy and we discuss it with the client. We implement anything we can and do testing when possible.