Our support is built to deliver a modern, fast, and personalized experience for all your users.
Each client is assigned a dedicated team of 5 to 7 technicians who respond directly to users. This means your team interacts with the same people who know your environment well.
Technicians are available Monday to Friday, 7 a.m. to 7 p.m., and over 80% of calls and chats are answered within 2 minutes. Outside those hours, our 24/7 emergency service ensures users can speak to a technician in under 30 minutes.
We provide a dedicated support portal, integrated directly into Microsoft Teams, giving users the ability to:
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Chat instantly with a technician in real time
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Book an appointment at their convenience
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Access practical guides and personalized help resources
Users can also contact us by a customized support email using your domain (e.g., support@yourdomain.ca) or by phone via an extension integrated into your phone system.
We also offer on-site support as needed—either occasionally, regularly (from once a month to a few times a week), or even full-time depending on your evolving needs.
We continuously improve our service through user feedback collected after every support interaction using integrated surveys. A service manager personally follows up with any user who leaves a low rating to address the issue and ensure it doesn’t happen again. In addition, we conduct an annual user survey to measure progress and identify areas for improvement.
Finally, we review support tickets regularly to detect recurring issues and implement long-term solutions to eliminate them.
