The first week of our agreement we had a major outage that caused hundreds of calls to occur above the anticipated call volume. NetManageIT handled it extremely well. I was amazed how quickly their team could address 70-80% of all the calls that, frankly, we could not have handled before [with our internal help desk]. We no longer have to address staffing issues. NetManageIT has demonstrated to us from the onset the ability to deal with the uniqueness of our environment, build a knowledgebase, and plug it into their standard service model through a standard collection process. We are very impressed and very happy.