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County raises concerns about 5 Nines IT support after account lead departs; asks for better local coverage
Summary
Board members and staff pressed the county’s IT vendor, 5 Nines, to improve local responsiveness after the account lead announced departure; the vendor indicated a new contact and county staff discussed pursuing local contracting options.
County staff and commissioners on June 2 discussed problems with the county’s IT vendor, 5 Nines, after the firm’s local account lead, Mark, said he was leaving and a new lead, Dustin, would take over.
Staff described recurring response-time issues and said the vendor’s current ticket-based model and centralized staffing have left the county without timely on-site support. Commissioners and staff said the county needs more reliable local presence — one suggestion was to pursue a local contractor to provide on-the-ground assistance when the vendor’s personnel are assigned elsewhere.
Staff said they had shared Dustin’s contact information with county officials and that 5 Nines had acknowledged the resource and responsiveness issues. The board directed staff to continue to press for improved local coverage and to explore whether other local firms (e.g., eLogic) could provide support or be engaged under contract if 5 Nines cannot meet on-site needs.
No formal vendor action was taken at the meeting; commissioners requested continued follow-up from staff and the vendor on a transition plan and on timelines for upgrading remaining county equipment and completing open tickets.
