Montréal’s GloboTech: Ensuring an Ideal Customer Experience Through Robust Hosting Infrastructure and Ongoing Client Partnerships

TL; DR: GloboTech’s goal is simple — to provide clients with world-class hosting solutions backed by prompt, knowledgeable support. The company’s consultative, white-glove approach helps users make critical technical decisions centered on security, performance, and compliance. With new managed solutions and plans to release the second version of its Enterprise Cloud Server, GloboTech is continuing to provide clients with the tools and support they need to focus on their businesses instead of their networks.

Looking to maximize profit on its games, online gaming producer Ratrod Studio developed an in-house ad delivery network hosted on a well-known company’s cloud platform. It seemed nothing could go wrong: The cloud infrastructure the company selected was advertised as a scalable resource, perfect for accommodating rapid growth.

Soon after launching its ad network and experiencing a related increase in traffic, Ratrod began to doubt the hosting company’s promises. The cloud infrastructure simply could not handle the new loads of visitors, as the package it purchased didn’t guarantee sufficient levels of CPU, memory, or storage.

Oversold and underwhelmed, Ratrod turned to GloboTech for a reliable, flexible solution that could grow with the business. Within days, Globotech used its two decades of experience to design a custom private cluster solution that ultimately exceeded performance expectations and reduced Ratrod’s monthly infrastructure costs by 55%.

“We were delighted to find that GloboTech Communications isn’t just a service provider but a technology partner to help us manage our network and infrastructure,” said Pat Loulouse, CEO of Ratrod.

The experience allowed GloboTech to earn Ratrod’s trust in the partnership, which both companies say they plan to maintain for years to come. For GloboTech, this story is hardly uncommon.

“We’ve been in business for two decades yet retained clients who were with us from the start,” said Eric Simard, Account Manager at GloboTech. “We’re very customer-oriented, and people often recommend our services to others.”

Today, the GloboTech’s consultative approach continues to boost customer retention and attract referrals. The Montréal-based company’s wide range of hosting solutions, from high-performance dedicated and cloud hosting services to managed security and backups, serve to enhance the customer experience. With painless migrations and ongoing development based on customer need, GloboTech aims to redefine the hosting experience for customers worldwide.

Founded in 1999 by two high school students selling hosting services as an after-school hobby, GloboTech has grown into one of Canada’s leading hosting companies. As the company grew, it began to add options like dedicated hosting to its inventory.

By 2008, GloboTech was managing more than 1,000 servers while growing its network capacity to satisfy high-bandwidth hosting requirements. By 2011, the company was offering a 100% uptime SLA along with a full suite of hosting services. And by 2014, it was responsible for more than 2,000 servers with a network capacity of more than 120Gbps.

Today, two decades since its inception, GloboTech’s vast infrastructure houses thousands of servers the company’s 30 employees use to serve customers in more than 150 countries. Eric said the company differentiates itself in the saturated hosting market through a personalized, hands-on approach.

“Communication is critical,” he said. “We always focus on what’s going on within our customers’ businesses because they are continually changing. We want to make sure that we help them transform their infrastructure as changes occur — whether they need to upgrade or downgrade.”

On managed accounts, GloboTech also monitors CPU, storage, and performance capacity to proactively offer advice and keep systems running smoothly. “We will tell them, “OK, this is what’s happening right now, this is what we think that you should do, and this is the reason why,’” Eric said.

GloboTech’s customers span a range of industries and business sizes, from individual web designers and small businesses to enterprise-level organizations. “We’re essentially an Infrastructure-as-a-Service company in that we can accommodate any client’s infrastructure solutions,” Eric said.

Over the years, the company has also learned to anticipate ever-changing industry trends and create corresponding solutions. For example, Eric said the company has successfully leveraged the cloud to offer clients greater flexibility.

In addition to the company’s diverse range of cloud and dedicated hosting solutions, GloboTech offers comprehensive security solutions. All servers include world-class SLAs, which come free with the Fundamental Management Plan, providing a number of on-demand system administrator assistance events. GloboTech’s managed firewall option allows clients to restrict unwanted and malicious traffic to their servers, and managed backup solutions provide peace of mind in the rare case that something does go wrong.

Eric said he’s proud fo the company’s straightforward service level agreements, which were developed based on clients’ expectations. “We have a guaranteed 15 minutes response time and 100% network and power uptime,” he said. “It’s a very robust service level agreement.”

According to Eric, clients reap the benefits of GloboTech’s customer-centric approach. For example, the company’s managed services translate to lower staffing costs, and its uptime guarantee helps online stores avoid lost revenue. “Our services help businesses achieve a high return on investment through ifrastructure optimization,” he said.

Migrating a server from one host to another can be as unnerving as boxing up all of your possessions and moving to another state. GloboTech’s approach to ensuring a painless experience involves a four-step plan crafted to ease the transition.

The company kicks off the process with an initial assessment of the existing server and a subsequent consultation to help the customer understand the scope of the migration. After the audit, GloboTech works to coordinate the specific steps it will undertake during the migration process. Once the plan is approved, the company will execute the data transfer. Finally, GloboTech will verify whether the customer is 100% satisfied with the migration.

“We take migrations very seriously because we know the value of a great first impression,” Eric said. “It’s a very hands-on process.”

And that approach doesn’t end with onboarding. GloboTech works in tandem with clients as their businesses scale, serving more as partners rather than vendors. “We specialize in creating custom environments,” Eric said. “We provide a thorough consultation service at the beginning and work to evolve our services as their needs change.”

The extensive catalog of customer reviews on the GloboTech website support Eric’s claims. “They helped me design a custom configuration, and their team has made themselves available to me around the clock,” said Globotech client Nick Smith, of Ace Sport. “I have never worked with a company that was so thorough or so responsive, and it helps me to focus on the core of my business without worrying about my servers.”

GloboTech maintains long-term vendor relationships with clients through the flexibility inherent in its extensive range of hosting solutions. Recognizing that business needs in the digital era are continually changing, GloboTech strives to keep its product development pipeline moving.

To that end, the company recently added a VIP Management service to its suite of dedicated and cloud hosting plans. For $249 per server, GloboTech’s support team will act as a client’s virtual IT team, providing on-demand, proactive support for up to 50 events, 1TB of managed backup storage, firewall optimization, and various other server management functions.

Eric said he’s also busy working on a number of products and updates explicitly developed in response to customer feedback, including new features designed to benefit reseller customers. “This plan takes our regular managed services to the next level,” Eric said. “Our clients think it’s amazing.”

The company is also eager to unveil the second version of its Enterprise Cloud Server product, which, like the first, will be powered by OpenStack. “It’s going to offer our clients a lot more flexibility and a whole lot more options,” Eric said. “We’re so excited about it.”