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Sydney, 1 July 2003…Being located three hours west of Sydney has made life difficult for Bathurst City Council (BCC) when it comes to finding expert and reliable technical support services that are prepared to go the distance.
But when power problems saw BCC lose its main file and print server mid-way through a major upgrade earlier this month, the Council discovered one company with a genuine ‘no-limits’ approach to service satisfaction – a relative newcomer to the IT services industry, Sydney-based Ethan Group.
After spending most of his Sunday afternoon trying unsuccessfully to resurrect the server after it crashed on June 1st, LAN Manager Paul White called Novell first thing Monday morning.
“Novell recommended I contact Ethan Group, but we weren’t even an existing customer so I wasn’t sure what response I’d receive,” he said.
“I was immediately impressed by the fact that they jumped to help, pulling a very senior engineer off another less-urgent job in Sydney and sending him straight out to Bathurst (a three hour drive). Andrew worked with me onsite from 1.00pm Monday until 2.30am Tuesday morning, then was back at 6.00am and worked through until 1.30am Wednesday morning to completely resolve the problem.
“It was an impressively fast response and I’ve never experienced anything like it before,” said a delighted Mr White.
“We’ve had technical problems in the past and struggled to get good people come this far, but Ethan SI was totally committed to delivering a workable solution as quickly and efficiently as possible.
“Andrew had a fantastic level of knowledge and skills and was an excellent communicator, very quickly building rapport with BCC staff and working as part of a team.
“I was also impressed by the fact that when he was waiting for processes to finish, or for technical answers to come from elsewhere, he kept himself busy by proactively taking on other technical problems within the IT Department that were within his sphere of expertise.
“Andrew’s time was always going to be invaluable to us because we couldn’t solve the server problem ourselves, but we certainly got our money’s worth for the time he spent at Council.”
Not only was Ethan Group able to supply a qualified and experienced engineer at very short notice, but Bathurst City Council also benefited from the company’s close relationship with Novell.
“At one point, we had calls going at the same time with Novell technicians from Utah and Holland, both providing high level expertise to assist in our problem resolution,” said a very satisfied Paul White.
“That’s the sort of service you don’t often expect, but that’s what we got with Ethan Group.”
About Ethan Group Ethan Group was formed in 2002. It specialises in providing technical project implementation and support services to SME, Corporate and Government organisations. With highly skilled and experienced engineers, Ethan SI can deliver quality, innovative solutions from concept to design, scope, pilot, test, implement and then provide ongoing support. The company has partnership agreements with 14 vendors, including Novell, CA, Microsoft, Cisco, Citrix and HP.
For further information please contact: Antony Flutey Ethan Group 02 9563 2600 Paul White Bathurst City Council 02 6333 6269 Shuna Boyd BoydPR 02 9418 8100