Frequently asked questions

What are your two primary managed IT services?

Fully managed IT: Promatics monitors, manages, supports and secures your IT systems and users for a predictable monthly fee. Co-managed IT: we support your internal IT team as an extension of it, taking on patching, repetitive tasks, after-hours coverage, one-off services and special projects, while your team handles everything else. See managed IT services and co-managed IT.

What other services do you offer?

Cybersecurity (assessments, EDR, email security, awareness training, privacy readiness), IT consulting and virtual CIO services, cloud services, network and connectivity, Microsoft 365, backup and disaster recovery, the Prometheus ERP platform and ERPNext, system integration and automation, data analytics and AI, and custom software, web and mobile development. See all services.

What business problems do you solve?

By leading with IT strategy and security, we help clients:

• save time and money, and improve profitability;
• reduce employee frustration and improve morale;
• strengthen defences against data breaches, ransomware and legal exposure;
• lower cybersecurity and compliance risk.

What is included in a fully managed IT agreement?

Core services included in every fully managed IT agreement:

• Virtual CIO (vCIO): strategic direction, budgeting, planning and account reviews with IT roadmaps.
• Managed services concierge: your point of contact for account matters, coordinating between your vCIO and the service team.
• Client management tools: professional services automation, ticketing, remote monitoring and management, documentation and notifications.
• Vendor technical assistance: we work directly with your other technology vendors (hardware makers, software firms, cloud providers, ISPs, telecom, printer and copier companies) to open tickets, escalate and resolve incidents, and provide approved access.
• Procurement services: we source products only from authorized channels, recommend business-class solutions, and handle configuration, registration, licensing and warranties.
• Network management: monitoring, administration, reporting, domain and SSL certificate management, and remote and on-site incident remediation.

Organizations with several locations or expanded vendor and network requirements may have additional core service charges.

How are you different?

We partner with organizations that want to apply strategy and budget to a proven, standards-based IT process to improve performance and lower risk. We keep systems quiet, reliable and secure by engaging with you in regular strategic business reviews led by your vCIO, and we manage onboarding carefully so quality controls are in place from day one.

How do you stay responsive?

Responsiveness is designed in. A standards-based approach means fewer emergencies, and your users have direct access to support. Our service agreements prioritize requests as P1 to P4: a major server or cloud application outage is a P1; a password reset is a P4 (and we can set up self-service password reset so it never becomes a ticket). Managed-service clients have 24/7 support. Response targets for each priority are set out in your agreement.

Where do you work?

Anywhere in Canada. Most services are delivered remotely, and on-site support is arranged when a situation needs it.

What industries do you focus on?

Operationally mature organizations in professional services, accounting, legal, finance, insurance, real estate, consulting, manufacturing, healthcare, non-profit, education, distribution and retail, and telecommunications. See industries.

What is Prometheus?

Prometheus is our white-labelled ERP platform built on ERPNext. We implement it, customize it without limits, integrate it and support it. See Prometheus ERP.

How is pricing structured?

Managed services are priced monthly, usually by users, devices and scope of coverage. Projects are quoted from a written scope in CAD. Hardware, software licences and third-party subscriptions are itemized separately.