Managed IT Services
A complete IT department for SMB clients
By joining forces with S3
By utilizing S3 as your technology partner, we ensure that all IT systems including your Cloud services, infrastructure, network equipment, and workstations provide peak performance and application delivery with a redundant setup to facilitate continuity of operations for your business. By managing every piece of hardware and software in our clients’ network and in the cloud, S3 is able to reduce risk and mitigate the effects, both operationally and financially, of unplanned outages while maintaining optimal uptime.
We Maximize Productivity by:
- Detecting and preventing problems before they occur
- Taking a proactive approach towards data security and redundancy to guarantee optimal performance
- Maximizing the effectiveness of your infrastructures using monitoring tools
- Saving you time and money so you can invest energy and resources where they are needed most
- Giving you peace of mind and the ability to focus on company growth
Core Services :
Management Take advantage of a range of infrastructure services to manage all your hardware and software network needs with 24 / 7 monitoring, security and backup options.
Frequently Asked Questions
We offer direct, quick, and personalized helpdesk as well as onsite support to users.
We assign a team of 5 to 7 helpdesk technicians to a client. This way users always speak to the same group of technicians who know their environment. Our technicians will answer all calls from users directly from 7am to 7pm Monday to Friday. Over 80% of calls are answered within 2 minutes. We also have a 24/7 emergency support where users will receive a callback from a technician within 30 minutes.
Users can also email our support via an email address configured on their domain, for example: support@yourdomain.ca. Users can also book a support appointment online with a technician for less urgent issues.
We also offer onsite support. It ranges from going onsite when it’s needed to resolve an issue to going onsite a couple times a month, to a couple times a week, and even full time in some cases. We are very flexible with this and adjust to our clients changing needs pretty much on the fly.
We constantly improve our service from feedback we get from users. We have a survey included with every intervention making it easy for users to give us their valuable feedback. Our service managers will plan a call with any user that had a negative experience. The goal is to first apologize, and then to understand what happened so we can ensure it does not reoccur. We also conduct an annual survey to all users to track the progression of user satisfaction.
We regularly review user incidents to identify and fix recurring issues.
We are not perfect, and unfortunately, we do make mistakes. But we are absolutely committed to constantly improve our service and give the best experience for all our users!
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.
Yes we do! Over the years we have built up our staff overseas which enables us to offer true 24/7/365 coverage for our clients. We now have over 15 people working in Europe and in Asia.
Our goal is to offer a personalized service to all users. We do this by assigning a team to each client which includes:
Account Manager: is the main point of contact. He is responsible for ensuring the proper delivery of all services.
Technical Advisor: works with the account manager to translate business needs into solutions which align with the client objectives. The TA has excellent technical knowledge and is a good communicator. The TA is the technical point of contact.
Remote Support Team: our support team is divided in smaller teams of 5 to 7 technicians each that remotely support all users by phone or by email. This way users always interact with the same group of people who know them and their environment.
Onsite Support Technician: the technician that goes onsite when needed or requested.
Looking for a new IT Company?
Schedule a 30-minute assessment with our experts to:
- Review your current IT setup.
- Review your current IT issues.
- Discuss your IT needs
- Confirm if and how S3 can help.
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Our satisfied customers
Abdel Aldwikat
Vice-president information technology
Michel Saillant
CEO
Jean-Sébastien Haché
Controller
Anissa Zougarri
Director of human capital & administration