IT support

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:

• Chat instantly with a technician in real time

• Book an appointment at their convenience

• 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.

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 typical client is an SMB based in the Greater Montreal, often with additional offices across Canada or the U.S. Many operate in a hybrid work model, and some are fully remote.

They all have in common that they take cybersecurity and employee productivity very seriously. They want IT to drive their business forward, not hold it back.

Our clients are in different industries:

• 60% are professional services firms
• 40% are in distribution or manufacturing

They all operate within the Microsoft ecosystem, using tools like Microsoft 365, Windows, and Azure. Most have a mix of cloud and on-premise infrastructure, while others are fully cloud-based.

We support two types of clients:

• Businesses without internal IT staff, where we act as their fully managed IT department
• Businesses with internal IT teams, where we work collaboratively with their IT team to extend their capabilities

Clients usually find us when they outgrow their IT provider or their IT team needs help.