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Managed IT & Support

Managed IT services

Fully managed IT means one provider takes responsibility for monitoring, managing, supporting and securing your systems and users. Promatics does this for organizations under a written service agreement, with 24/7 monitoring and support and a fixed monthly fee, so your people can focus on the work that runs your organization.

Discuss your project How the work is delivered

A good fit if

  • You have no internal IT staff, or one person who is stretched across support, projects and security.
  • IT problems keep interrupting work and nobody owns fixing the causes, only the symptoms.
  • You want IT costs you can budget for, instead of surprise invoices after an outage.
  • You deal with several technology vendors and want one party to coordinate them.
  • You handle personal or regulated information and need your IT run to a documented standard.

Another approach may suit you better if

  • You have a capable internal IT team and only need extra hands. Co-managed IT is usually the better fit.
  • You have only a handful of devices and occasional questions. Ad hoc help may cost less than an ongoing agreement.
  • You need a one-off project, such as a single migration, with no ongoing support.

What this service is

Managed IT services put the day-to-day running of your technology in the hands of a provider that is accountable under a written agreement. Promatics monitors, manages, supports and secures your IT systems and users, so your staff can focus on serving customers instead of putting out IT fires.

We offer two models. Fully managed IT, described on this page, means we look after everything in scope for a fixed, predictable monthly fee. Co-managed IT means we support your internal IT team as an extension of it.

Instead of hiring a single internal IT person and relying on their availability, you get access to a service team with a range of skills (help desk, networking, cloud, security and strategy) and 24/7 monitoring and support for managed-service clients, including evenings, weekends and holidays.

Core services in every fully managed agreement

These baseline services are included in every fully managed service agreement:

  • vCIO. Strategic direction, budgeting, planning and consulting, with account reviews and IT roadmaps that support your digital transformation. See IT consulting and advisory.
  • Managed services concierge. Your point of contact for everything about your account. The concierge links your vCIO and the service team, and handles questions about services, invoices and the technology that supports decision-making, collaboration, productivity, compliance, business continuity, security and efficiency.
  • Client management tools. Professional services automation (PSA), ticketing, CRM, remote monitoring and management (RMM), documentation, communication, notification and data privacy tools that let us run your environment consistently.
  • Vendor technical assistance. We deal directly with your other technology vendors to fix incidents, open tickets and escalate requests. With your approval, we answer basic questions about your environment or give vendors the access they need, such as assigning an IP address for a copier or security camera, or allowing network traffic for a vendor's service. This covers hardware manufacturers, software firms, cloud providers, internet service providers, telecom brokers, printer and copier companies and couriers.
  • Procurement services. We source products only from authorized channels and recommend business-class equipment. We identify configuration options, register products properly and manage licensing and warranties, so what you receive is genuine and supported.
  • Network management. Monitoring, administration, reporting, domain name and SSL certificate management, and remote and on-site incident remediation. See network and connectivity services.

If you have more than one location, expanded network management and vendor assistance requirements add to the core services charge.

What you gain

  • Room to grow. Your team works on the business while we handle the technology.
  • Productivity. Systems that are patched, monitored and documented break less often, and users get help quickly when they do.
  • Predictable costs. A fixed monthly fee for the services in scope removes budgeting surprises when a server fails or the network goes down.
  • Protection. Monitoring, patching, backups and security controls reduce the risk of data breaches, ransomware and legal exposure. For deeper security work, see cybersecurity services.

A standards-based way of running IT

We work best with organizations that want to apply strategy and a budget to a consistent IT process based on standards and good practice. Following standards for architecture and lifecycle management means fewer emergencies, and regular strategic business reviews with your vCIO keep the systems quiet, secure and aligned with your plans.

Our service catalogue covers technical implementation, IT help desk support, managed IT, IT consulting, network support and field technical support. We also advise on privacy obligations such as PIPEDA and provincial laws in technical terms; this is not legal advice.

Who we work with

We serve operationally mature organizations, including professional services firms such as accounting and legal practices, finance and insurance, real estate, consulting, manufacturing, healthcare, education, hospitality and tourism, distribution and retail, internet service providers, human resources firms and non-profits. Where your staff or clients need service in French as well as English, tell us during discovery so we can plan for it.

What is included

The exact list is agreed in writing for each project. These are the usual deliverables and the usual boundaries.

Typical deliverables

  • An onboarding assessment and documented inventory of devices, users, applications, vendors and licences.
  • 24/7 monitoring of servers, network equipment, endpoints and key cloud services, with alerting to our service team.
  • Help desk support for users by phone, email and portal, with matters prioritized from P1 to P4.
  • Patch management for operating systems and supported third-party applications.
  • A named vCIO for strategic business reviews, budgeting and a technology roadmap.
  • A managed services concierge as your single point of contact for service, invoices and account questions.
  • Vendor technical assistance, including opening and escalating tickets with your other technology providers.
  • Procurement through authorized channels, with registration, licensing and warranty tracking.
  • Network management, including domain name and SSL certificate management.
  • Regular reporting on tickets, patch status, backups and risks.

Not included unless agreed separately

  • Hardware, software and licence costs, which are quoted and billed separately.
  • Projects outside the agreed scope, such as office moves, new system rollouts or major migrations, which are quoted separately.
  • Additional locations beyond those named in the agreement, which increase network management and vendor assistance charges.
  • Support for personal devices or unsupported systems, unless agreed in writing.
  • Legal, privacy or compliance advice. We explain technical implications, not legal obligations.

What we will need from you

Most delays in this kind of work come from access and decisions, not from the technical build. Knowing these early keeps the project predictable.

  • Administrative access to your systems, cloud tenants and network equipment.
  • A named contact on your side who can approve changes and purchases.
  • Existing vendor contracts, licence records and documentation, where available.
  • Agreement to install our monitoring and management agents on covered devices.
  • Support contracts with your line-of-business software vendors, so we can escalate to them.
Delivery

How the work is delivered

Every fully managed engagement follows the same path, so nothing is taken over without being understood first.

  1. Discovery

    We meet your leadership and key users, review your current systems and agree what the agreement will cover.

    Output: Scope summary and proposal.

  2. Onboarding assessment

    We document devices, users, applications, vendors, licences and backups, and flag urgent risks.

    Output: Environment documentation and a risk list.

  3. Stabilize

    Monitoring and management agents are deployed, patching is brought up to date and urgent risks are addressed.

    Output: Baseline report showing what changed.

  4. Run and improve

    Day-to-day support, monitoring and maintenance begin, with regular strategic business reviews with your vCIO.

    Output: Monthly reporting and an updated roadmap.

Testing and handover

  • Your environment is documented in our client management tools, and you can request a copy of that documentation.
  • Response targets for each priority level are written into the service agreement.
  • Changes follow an approval process, with emergency changes explained afterwards.
  • Backups covered by the agreement are checked, and restores are tested on a schedule.
  • If you leave, we provide an orderly transition, including credentials and documentation, as the agreement describes.

What affects the cost

We do not publish package prices. Each estimate is based on an agreed scope, in Canadian dollars, with taxes shown separately. These are the things that move the number most:

  • The number of users and devices covered.
  • The number of locations and network sites.
  • The number of servers, cloud tenants and line-of-business applications.
  • Security and compliance requirements, such as health or financial information.
  • Whether on-site support is needed regularly or only occasionally.
  • The condition of the environment at onboarding.

Questions buyers usually ask

What does "fully managed" include?

We monitor, manage, support and secure the IT systems and users named in the agreement. That includes the core services every client receives (a vCIO, a managed services concierge, our client management tools, vendor technical assistance, procurement services and network management) plus help desk support and maintenance. The agreement lists exactly what is covered.

How is it priced?

Fully managed IT is billed as a fixed monthly fee, usually based on users, devices and locations. Covered work, such as fixing a network outage or a failed server within scope, does not generate a separate bill. We provide estimates in CAD after discovery, and hardware, licences and projects are quoted separately.

How quickly do you respond?

Matters are prioritized from P1 (for example, a major server or cloud application outage) to P4 (for example, a password reset). The response targets for each priority are set in your service agreement, not promised in general terms.

Do you provide on-site support?

Most issues are resolved remotely, which is usually faster. On-site support can be arranged when a problem needs someone physically present, and the agreement explains how on-site visits are handled.

Can you work with our existing software vendors?

Yes. Vendor technical assistance is part of the core services. We open tickets, escalate requests and provide approved access to your environment for hardware, software, cloud, internet, telecom and printer vendors.

Service

24/7 IT help desk and service desk

Direct, organized IT support for your users, with clear priorities, tracked tickets and 24/7 cover for managed-service clients.

Spending too much time on IT problems?

Tell us about your organization, your systems and what keeps going wrong. We will reply to arrange a discovery conversation.

Discuss managed IT