Support and response times
Do I get a dedicated technician, or whoever answers?
Short answerYou get a small team that knows your environment, not a rotating queue of strangers.
We are small enough that the person who picks up your call has probably been in your building. Day to day tickets are handled by our help desk, and your account has a primary technician who knows your setup and sits in on your reviews.
The tradeoff of a very large provider is depth of bench. The tradeoff of a very small one is coverage. We staff so that at least two people know your environment well, which is the answer to the next question.