Co-Managed IT Services
User Support
Too many tickets. Not enough time.
Your IT team spends most of its time handling user requests: password resets, access issues, printers, and other small problems that eat up time but add little strategic value.
Meanwhile, projects fall behind. Your team burns out. And the user experience suffers.
What we do for you
We fully manage your user support with rapid response, AI-powered tools, and full accountability.
Your users get ultra-fast service via chat, phone, or email. Our cutting-edge tools, including AI, allow us to assign and resolve tickets faster than ever.
We handle every issue from start to finish, even when third-party vendors are involved. And if needed, we can provide onsite support.
We’re focused on making support smarter, faster, and easier for your users. And we’re constantly improving by integrating new technologies like AI and automation as they become available.
What we deliver:
- Ultra-fast response by chat, phone, or email
- Full weekday support from 7 am to 7 pm
- 24/7 emergency support when needed
- End-to-end ticket handling — even with external vendors
- User support portal integrated with Microsoft Teams
- Automated service requests and self-help tools
- One-click satisfaction survey after every interaction<
- Full transparency into our ticketing system
Give your team room to breathe. S3 has your back.
Looking for a new IT Partner?
Book a 30-minute call with Marc, co-founder of S3 and VP of client success.
- Talk through your IT setup and challenges
- Share what you’re looking for in a partner
- See if there’s a good fit between your needs and what we offer
- If it feels like a fit, the next step is a more detailed assessment of your needs and IT environment
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Frequently Asked Questions
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.
Users calling outside of helpdesk hours (7am to 7pm Monday to Friday) will be invited to leave a message for an emergency. They will get a call back within 15 to 30 minutes.
