A reasonable person might call the the managed services portion of the company a fraud. In fact, in the "Welcome to Insight" video, one of the founders brags about kiting checks in the early days, which is ILLEGAL.
They would rather bring on more Managed Service and One-Call customers and short-term increase in revenue than focus on their current customers. High priority cases would literally sit for days in the queue for major customers when the service level agreement indicates it should be 15 minutes or less. It is not uncommon for there to be over 100 cases in the queue just sitting there for one of the teams for days / weeks.
They don't have enough personnel and certainly not enough qualified personnel. They have abused personnel by utilizing on-call personnel instead of staffing 24/7.
