Service boundaries
Know what each plan covers, and what is quoted as a project.
A useful service relationship is specific about responsibility. Essential covers help desk and administration. Managed adds monitoring and patching, endpoint protection, backup, the security baseline, office network management and a quarterly review. Projects, hardware, licences, on-site visits, servers and after-hours work are in neither plan and are quoted in writing before work.
In both plans
Essential and Managed both cover help desk and administration, handled remotely during business hours: Monday to Friday, 8:00 to 17:00 Eastern Time.
People
Unlimited remote support requests from every covered user, and arrivals and departures handled with accounts, access, device handover and the access checklist.
Platforms and devices
Microsoft 365 or Google Workspace administration: users, mailboxes, groups, shared drives and sites, licence assignment, multi-factor setup and sign-in recovery. Remote support for Windows, macOS, iOS and Android devices.
Vendors and records
Internet, phone, printer and copier, and business-software vendors coordinated on your behalf, and IT documentation kept current: users, devices, accounts, licences, vendors and past decisions.
Added in the Managed plan
Managed adds proactive management, security and backup. The Essential plan does not include any of these.
Monitoring, patching and protection
Continuous device monitoring with automated operating-system and common-application patching, alerts handled during business hours, and managed endpoint protection with the licence included.
Backup and security baseline
Microsoft 365 or Google Workspace backup with restores on request, licence included. Multi-factor enforced for all users, separate administrator accounts, device encryption checked, and sign-in and email-protection settings kept current.
Network, review and priority
Remote management of one office network, a quarterly IT review, priority handling ahead of Essential requests, and Law 25 privacy support on the IT side.
Not included in either plan
These are quoted in writing before any work starts, so nothing is folded into the monthly price by surprise.
Projects
Migrations, office moves or new offices, server deployments and major upgrades.
Hardware, licences and servers
Hardware and software licences, including Microsoft 365 or Google Workspace licences and business applications, are purchased separately. Servers, and in-depth support of specialised business applications beyond vendor coordination, are quoted separately.
On-site visits and after-hours work
Support in both plans is remote. On-site visits are available on request and quoted separately; work outside business hours is billed separately.
Questions to settle before choosing
Good fit depends on operating expectations as much as the technology list.
Authority
Who approves access, cost, interruption, procurement, and exceptions? Who is the alternate?
Third parties
We coordinate your vendors and keep the issue owned. Each vendor’s response times, contract entitlements and delivery dates stay under its own terms.
Specialist work
Formal compliance, penetration testing, forensics, legal opinion, custom development and structured cabling need a qualified specialist and are scoped separately.
Before the first call
A useful first conversation starts with simple facts.
Bring what you already know. Nothing on this list needs a password.
Bring this to the first call
Rough answers are fine.
- Users, locations, devices, and core applications
- Recurring requests versus planned projects
- Business approvers and vendor contracts
- Microsoft 365 or Google Workspace, and what is backed up today
- Any on-site or after-hours needs, to quote separately
Tell us your team size and what keeps interrupting the work.
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.