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Seiji Nunez's Review Sourced from Google
I am delighted to share my unequivocal satisfaction with the outstanding IT support services provided by totality services. As a client who has had the privilege of partnering with them for an extended period, I am compelled to express my appreciation for their unwavering commitment to excellence.
Since engagement a few years ago, it was evident that their team was dedicated to delivering IT solutions of the highest calibre. Their professionalism, technical expertise, and attention to detail have consistently exceeded my expectations.
One of the standout attributes is their prompt responsiveness. Whenever I have encountered IT issues, their support team has been quick to address them, minimising downtime and ensuring that my business operations remain uninterrupted. Their 24/7 availability is a testament to their dedication to client satisfaction.
In addition to their rapid response times, they have a team of highly skilled IT professionals who possess an in-depth understanding of a wide range of technologies. In our case they support Google Workspace, workstations and security solutions.
Their ability to diagnose and resolve complex IT problems is truly commendable. Whether it's troubleshooting network issues, resolving software glitches, or implementing robust cybersecurity measures, they have consistently delivered results.
Totality has also demonstrated a keen awareness of the importance of proactive IT management. Their proactive monitoring and maintenance services have helped our business avert potential IT crises before they could impact our operations negatively. This forward-thinking approach to IT support has proven invaluable in maintaining our productivity and safeguarding our data.
Furthermore, the company's commitment to staying abreast of the latest industry trends and technologies is evident in their approach to IT strategy. They have been instrumental in helping us adapt to evolving IT landscapes and identifying opportunities for process optimisation.
Cost-effectiveness is another noteworthy feature. They have consistently provided us with cost-efficient IT solutions tailored to our specific needs, ensuring that we receive excellent value for our investment.
I wholeheartedly endorse totality. Their exceptional team, proactive approach, and unwavering commitment to client satisfaction have had a profoundly positive impact on my company's IT infrastructure and overall operational efficiency.
If you are seeking a reliable, professional, and highly competent IT support company in plain English, I wholeheartedly recommend them. Their dedication to excellence and their ability to deliver results are truly unmatched. It has been a privilege to work with them, and I look forward to continuing our partnership for many years to come.
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Tom Hashemi's Review Sourced from Google
On day one, the Totality engineer assigned to on-board us turned up at our offices late and left early without having onboarded the team members that had patiently waited for their turn all day. He went incommunicado and they replaced him with another (who was much better, to be fair). It was a sign of things to come.
1. Revenue loss.
They lost us £100k of leads after making edits to our email set up (without any instruction from us, nor checking the change with us). They talk a lot about their ISO accreditation and the processes that they have - one would have thought their processes were set up to prevent this kind of mistake. It didn’t. They only accepted they had made the mistake after we pushed repeatedly for information on what had happened - the first few responses they attempted to misdirect us on what had happened and cover up their mistake. They made a paltry £2k reduction in fees to compensate us.
2. Not prioritised.
Custom projects (Cyber Essentials, website SSO set ups) took months as they were never prioritised - we constantly had to chase them to move things along and it felt like we were the lowest priority. This went to calls as well, for example our ‘Customer Success Manager’ just didn’t turn up for an account review call and then passed us off to a junior colleague.
3. Lack of skills.
Several of the support team didn’t seem to know what they were doing, like it was their first time on the job (last time I had an update, I had to show the person remotely controlling my machine how to access the update section for various pieces of software).
4. Lack of Google Workspace expertise.
They say they specialise in Google during the sales process, and maybe some of them do, but it's pot luck whether you get them. One support engineer commented to a colleague how they’d never worked with Google Workspace before so weren’t sure how to answer the question - despite Totality telling us all their engineers knew it inside out. They also - as above - lost us £100k in leads due to edits they made to our Google set up.
5. Inefficient and costly processes galore.
For example, to apply an update the computer notifies us that an update needs doing, we have to submit a support ticket, a Totality engineer rings us to arrange an appointment, you attend the appointment to have the update applied - and more often than not, they are late to the appointment that they set. Over the 12 months we were with Totality, this cost us a small fortune in wasted Consultant time.
I hope Totality are much better with other customers, for us they were an incredibly expensive and time-consuming mistake.
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Graham Smith's Review Sourced from Google
Helpful humans and easy to work with!
Totality Services were recommended to speak with about the frustrations I was having with our IT system at work, which all my team use daily.
I’m not an expert in IT systems but they made it clear what the problems were that were slowing us down. They discussed various options in what I call ‘pub language’ (easy to understand, no jargon!)
We no longer use our slow sever and my team have access to their support when needed too. And our new IT deal isn't actually costing us any more money so it’s a pleasure to recommend them to others.
