Managed ITIT support
Someone answers, fixes it, and tells you what happened.
A Calgary help desk your staff can phone or email, a team watching your systems before anyone files a ticket, and response times written into the contract. This is the core of managed IT and it is in every package.
If any of this is you
- Your staff sit on hold with the current provider, then get someone who has never heard of your company.
- Small problems pile up because nobody wants to open a ticket for a printer.
- The one person who knows the passwords is on holiday.
- You have no idea what you are paying for until the invoice arrives.
What is included
A help desk, a monitoring team and the fixes in between.
Everything below is in the monthly rate. There is no hourly charge for a support ticket, however many your team opens.
- Help desk by phone, email and portal
- Your staff talk to a Zelio technician in Calgary, around the clock, in every package.
- Remote monitoring
- Every laptop, desktop and server reports in. Failing drives, full disks and stopped services get a ticket before anyone notices.
- Patching
- Windows, macOS and the third-party apps attackers actually target, updated on a schedule we test first.
- New hires and leavers
- Tell us who starts and when. The laptop, accounts and access are ready on day one. Leavers are locked out the same hour you tell us.
- Onsite when it matters
- Most fixes are remote. When hands are needed, a technician comes to your office, billed at standard hourly rates in every package.
- A report you can read
- Every month: how many tickets, how fast we responded, what keeps breaking and what we recommend doing about it.
For your technical lead
- Monitoring and patching
- NinjaOne RMM, patch rings with a test group first
- Ticketing
- Priority set at intake, SLA clock from ticket creation, monthly SLA report
- Endpoint protection
- Microsoft Defender for Business on every device
- Identity
- Microsoft Entra ID, MFA enforced, same-day offboarding
- Coverage
- Windows, macOS, iOS and Android; servers by package
- Documentation
- Your environment documented in our system, exportable to you at any time
Response times
- Critical response
- 15 min
Business stopped, security incident. Measured from ticket creation.
How it works
From your first call to the fix.
Here is what happens when something breaks, because that is the moment you are actually paying for.
Minutes
You reach us
Phone, email or portal. A technician picks it up and gives the ticket a priority. Critical means 15 minutes, and that is in the contract.
Same day for most tickets
We fix it remotely
Most problems are solved over a secure remote session while your person makes a coffee.
Scheduled
We come to you if needed
Hardware, network and anything remote cannot solve gets a Calgary technician at your office.
Monthly
We tell you what happened
The cause is fixed and documented, and it shows up in your monthly report with what we changed to stop it recurring.
What it costs
In every package. No per-ticket charges.
IT support is the base of every package. The difference between them is the security and monitoring that sits on top of it.
Compare every feature across the three packages- Essential
from $75–95
24/7 help desk, remote monitoring, patching, email security and Microsoft 365 backup. On-site visits at standard hourly rates.
- Professional
from $125–155
Adds network monitoring, full multi-factor authentication and 24/7 threat hunting on every device.
- Enterprise
from $160–190
Adds a dedicated account manager, compliance reporting and vulnerability scanning. Quoted after a scoping call, on the same 12-month agreement.
Per user, per month, on a 12-month agreement. Enterprise is quoted after a scoping call. Monthly rates exclude a one-time setup, quoted after the IT audit. Final pricing depends on environment complexity, compliance requirements and support scope, and is confirmed after the IT audit.
Fair questions
The questions we get asked about support.
- Will we be talking to someone in Calgary?
- Yes. The help desk is our own team in Calgary. No offshore queue and no call centre reading a script.
- We only have a few problems a month. Is this worth it?
- The ticket count is the smallest part. Monitoring, patching and offboarding are the work that stops the problems you never see. If you genuinely have very little to support, Essential is priced for that.
- What if we call about something that is not covered?
- We tell you before we do anything, and we quote it in writing. Nothing turns into an hourly invoice by surprise.
- Our current provider has all our passwords and documentation.
- That is normal, and we handle the handover with them. Within two weeks everything is documented in our system and you own a copy.
Book a free IT audit.
No obligation and no pitch deck. We look at what you have, tell you what is wrong with it, and you decide what to do with that.
- A full inventory of your devices, accounts and licences
- A written list of the security gaps we find
- What your current setup is costing you against a flat per-user rate
Prefer to talk? Get in touch