“We need our IT environment running reliably in order for us to be able to serve our clients. With TLD, I get everything I expect from an IT partner—and more.”
-David Hope,
CEO, Pacific Rim Laboratories
Pacific Rim Laboratories CEO David Hope is accustomed to getting quizzical looks when he mentions that his Surrey-based company is one of the world’s leading high-resolution mass spectrometry testing labs.
But his passion for ultratrace analysis—detecting contaminants in water, air, soil, and food at levels as low as parts per trillion or quadrillion—is unmistakable. With a team of chemical engineers and researchers, Pacific Rim supports global clients, including government agencies and corporations, in developing public policies, resolving disputes, and answering critical environmental questions.
For over a decade, David has relied on TLDConnect Managed Services to maintain a secure and reliable IT environment that supports more than $3M worth of highly specialized equipment. This partnership includes a TLDConnect 9×5 Service Level Agreement, ensuring consistent uptime and support.
But the relationship was forged through a difficult experience. Years ago, a software issue forced Pacific Rim to revert to a previous day’s backup—only to discover that their then-IT provider couldn’t locate it. After a tense recovery process, operations resumed, but David’s trust in that provider was irreparably shaken.
“We have very expensive, sensitive equipment,” David explains. “In some cases, there are only a few hundred of these machines in the entire world. Our clients rely on us to deliver specialized services when and where they need them. We need our IT environment running reliably to make that happen.”
Pacific Rim isn’t a typical organization when it comes to IT needs. Their work is highly specialized, and their clients are diverse. That’s why David values TLD’s proactive approach and deep understanding of his business.
From supporting rigorous audits for ISO 17025 accreditation to guiding the transition to a Microsoft 365 cloud-based environment, TLD’s certified Canadian team has consistently delivered peace of mind.
“I get everything I expect from an IT partner,” David says, “and more.”
After two decades of success, Pacific Rim continues to evolve. With emerging technologies like artificial intelligence (AI) on the horizon, David is optimistic about the future—especially with younger staff leading the charge, in partnership with TLD.
