Questions
Answers before you choose an IT provider.
Plans and prices, what is covered, how getting started works, and how to share information safely. Anything not answered here is a good first question for the call.
Plans and prices
What do the $59 and $89 plans include?
Essential ($59 CAD per user, per month) covers help desk and administration: unlimited remote support requests during business hours, Microsoft 365 or Google Workspace administration, arrivals and departures, remote support for Windows, macOS, iOS and Android devices, vendor coordination and IT documentation. Managed ($89) adds device monitoring and automated patching, managed endpoint protection, Microsoft 365 or Google Workspace backup, a maintained security baseline, office network management, a quarterly IT review, priority handling and Law 25 privacy support.
How is the monthly price calculated?
Multiply the number of covered users by the plan price, with a minimum of 5 users billed per month. A covered user is each person with a work account, including their assigned computer and mobile device. For 15 people, that is $885 a month on Essential or $1,335 on Managed, in Canadian dollars, before taxes.
Is there a contract or a minimum?
Service is month to month, with no long-term contract: you can cancel with 30 days’ written notice. The minimum is 5 users billed per month, so a team of 3 pays $295 a month on Essential.
What is not included in either plan?
Projects (migrations, office moves or new offices, server deployments, major upgrades), hardware and software licences (including Microsoft 365 or Google Workspace licences), on-site visits, servers and in-depth support of specialised business applications, and work outside business hours. Each is quoted in writing before work.
What does Managed add to Essential?
Device monitoring with automated patching, managed endpoint protection (licence included), Microsoft 365 or Google Workspace backup with restores on request (licence included), a maintained security baseline, remote management of one office network, a quarterly IT review, priority handling, and Law 25 privacy support on the IT side.
Which plan should we choose?
Essential fits when you mainly need help desk and administration: your people’s requests, Microsoft 365 or Google Workspace, arrivals and departures. Managed fits when you also want security, backup, patching and the network looked after. The first call is where we look at which plan fits.
What is covered
Do you work with Google Workspace as well as Microsoft 365?
Yes. Both plans include Microsoft 365 or Google Workspace administration: users, mailboxes, groups, shared drives and sites, licence assignment, multi-factor setup and sign-in recovery. The Managed plan also backs it up.
Do you deal with our other vendors?
Yes, in both plans. Internet, phone, printer and copier, and business-software vendors are coordinated on your behalf: one person keeps the issue owned, asks each provider for a concrete action, and confirms the fix with the person affected.
Do you handle migrations and office moves?
Yes, as projects. Migrations, office moves or new offices, server deployments and major upgrades are not included in either plan: they are planned with you and quoted in writing before work.
How quickly do you respond?
During business hours, the first response is targeted within 4 business hours on Essential and within 2 business hours on Managed, where requests also go ahead of Essential work. A whole-office outage, when nobody can work, jumps the queue on both plans. These are first-response targets, not resolution guarantees, and they carry no credits or penalties.
What about support outside business hours?
Requests are handled during business hours: Monday to Friday, 8:00 to 17:00 Eastern Time. Work outside those hours is not included in either plan and is billed separately.
Do you come on site?
Support in both plans is remote. On-site visits are available on request and quoted separately.
Getting started and switching
Is the first call a sales demo?
No. It is a fit conversation: how your IT is set up today, what keeps interrupting your people, which plan fits, and what would be a separate project.
What happens first?
You choose Essential or Managed from the published scope, and anything that would be a project is named separately. First we document devices, accounts, platforms and vendors as they actually exist; then we stabilize recurring friction before proposing any project.
Is there a setup fee?
Not for the standard start: the inventory, the access handover and the documentation are included. Upgrades or clean-ups found during the start are projects, quoted in writing separately before work.
Can you take over from our current IT provider?
Yes. We first confirm what your business owns, coordinate the handover with your current provider, collect documentation and admin access through secure channels, and stabilize the environment before changing anything.
What should we prepare before the first call?
Your team size, working locations, important tools, what keeps interrupting the work, and any change coming up. Never send passwords, recovery codes or sensitive client data.
Is support available in French?
The website and the first conversation are available in English and French. Language needs for day-to-day support are confirmed before you commit.
Sharing information safely
What should we never send you?
Passwords, recovery codes, tokens, private keys, sensitive client data or full system exports. We never ask for them, by form, email or phone.
Who approves changes in our environment?
Your firm names the owners for access, cost, downtime, purchasing and exceptions. We apply approved changes and record them.
How is admin access handed over?
Through approved secure channels, with a record of who granted what. No passwords in email.
A question that is not here?
Put it in your first message, with your team size and the first thing you want handled.
From $59 CAD per user, per month.Essential covers help desk and administration; Managed, at $89, adds monitoring, security and backup.
Tell us about your firm.
Your team size, the systems you rely on, and the first thing you want handled. A few sentences is plenty.