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IT Support & Assistance — Complete Helpdesk Scaled for SMBs

When a server crashes or an employee gets locked out, you don't want an automated chatbot. You want an engineer who already knows your corporate infrastructure.

Generic IT support is fundamentally broken: Dialing a 1-800 number, explaining your company's network architecture to a completely different Tier-1 agent every single time, and waiting 48 hours for a copy-pasted email response that does not fix the problem. ABCnumérique assigns you a dedicated Corporate Support Engineer. Someone who intrinsically knows your M365 tenant, your software stack, your executive team, and strictly resolves your tickets within aggressive SLA (Service Level Agreement) deadlines.

Evaluate my IT Support Coverage

Your highest-paid executives are physically wasting hours every month trying to fix broken printers and locked Office accounts.

In a growing SMB lacking a massive internal IT department, technical failures are usually outsourced to "That one guy in Accounting who is good with computers" or an expensive independent contractor who charges $150/hr and only shows up twice a month. The brutal result: Massive operational friction, terrifying unpatched security holes, and a paralyzing drop in overall corporate productivity simply because staff cannot continuously access the tools they need to work.

  • Your staff waits hours—sometimes multiple days—for extremely basic IT issues to be resolved
  • You are paying executives $100K+/year to sit idle while waiting for a password reset
  • The generic phone support you utilize has absolutely zero context about your specific network architecture
  • You have zero visibility or tracking metrics regarding how many IT tickets are currently open
  • The exact same Wi-Fi and printing issues re-occur monthly because nobody fixes the root cause
  • When a catastrophic Ransomware event hits, nobody is contractually obligated to answer your 3:00 AM phone call
$545

The staggering estimated average cost, per employee, per single hour of IT downtime suffered by professional service SMBs lacking dedicated technical support.

Ponemon Institute — Cost of IT Downtime, 2023

Dedicated Engineering. Strict SLAs. Absolute Context.

Our Helpdesk Architecture is accessible instantly via phone, secure email, or web portal during standard corporate hours, augmented by a brutal 24/7/365 Emergency Redline for critical "Server-Down" events. We do not operate a generic call center. We assign your company a direct Lead Technician who intimately understands your specific infrastructure, heavily supported by a perimeter of deep-specialist engineers (Cloud Architecture, Cybersecurity, SQL Databases) ready to execute Tier-3 escalations instantly.

The systemic ABCnumérique difference: Proactive Context. Because we frequently manage your Network Telemetry (Service 1.1) and your Cybersecurity (Service 1.7) simultaneously, when you call to complain that "The Accounting software is freezing," our Helpdesk already sees the CPU spike on the specific server on their dashboard. We do not ask you to "Restart your computer" reading from a script; we immediately execute remote diagnostic repairs.
1

Network Onboarding & Documentation (Weeks 1–2)

Forensic documentation of your entire network topography: Gathering Admin credentials, mapping server IPs, and logging historical recurring issues. Authoring the internal "Knowledge Base" specific to your SMB operations. Deploying the Ticketing Portal to your staff and establishing priority SLA rules.

2

Continuous Remote Helpdesk (Live Support)

Rapid ingestion of IT tickets via your preferred channel (Phone/Portal). Immediate encrypted remote-desktop access to fix employee laptops silently. Hardware dispatching for physical breakdowns. Algorithmic escalation routing (Automatically sending severe Server failures to Tier-3 engineers).

3

On-Site Physical Intervention

For catastrophic hardware failures or physical network cabling drops that cannot be resolved remotely, rapid dispatch of physical engineers directly to your corporate office (Available strictly within the Greater Montreal Area).

4

Executive SLA Compliance & Trend Auditing

Delivery of the Executive Monthly Helpdesk Report (Tracking total ticket volume, average resolution time, and SLA success rates). Forensic analysis identifying "Root Cause" anomalies (e.g., if 40% of your tickets are SharePoint errors, we schedule a company-wide SharePoint training session).

What you receive

Corporate Helpdesk Architecture

  • Direct access to our Dedicated Engineering Helpdesk (Phone, Web Portal)
  • Instant Encrypted Remote-Desktop Support (Zero-friction remote repairs)
  • Algorithmic Ticket Tracking System providing you total visibility on open issues
  • Physical On-Site Engineering Dispatch (Greater Montreal Area constraints apply)
  • The 24/7/365 Emergency Redline (Included specifically in "Urgent SLA" packages)

Strict Service Level Agreements (SLAs)

  • Standard Tier SLA: 24-hour response metric, 48-hour resolution target
  • Priority Tier SLA: 4-hour response metric, 8-hour resolution target
  • Urgent Tier SLA: 1-hour response (24/7), immediate continuous resolution protocols
  • Automated Tier-2 Network Engineer escalation protocols
  • Automated Tier-3 Cybersecurity/Law 25 Expert escalation protocols

Knowledge Base & Documentation

  • Complete architectural documentation of your live network environment
  • A proprietary Internal Knowledge Base tailored to your specific workflows
  • A permanent, auditable log of every single IT incident and its exact resolution
  • Customized "Rapid Fix" playbooks for managing your niche legacy software

Executive Telemetry & Reporting

  • The Monthly IT Incident Report (Volume mapping and bottleneck identification)
  • Monthly User Satisfaction (CSAT) scoring and metric tracking
  • SLA Compliance Reporting (Mathematical proof we hit our promised deadlines)
  • Strategic Quarterly Business Reviews analyzing chronic IT friction trends

Questions fréquentes

This service naturally pairs with

Network Monitoring & Prevention

Our RMM Telemetry automatically detects failing hardware and automatically generates Helpdesk tickets before you even realize the machinery is broken.

Microsoft 365 Architecture

Over 60% of all corporate IT tickets revolve around unlocking Microsoft 365 accounts and fixing SharePoint permissions. We natively govern your entire Microsoft tenant.

Corporate Cybersecurity

When an employee clicks a Phishing link, a standard IT tech resets the password. Our Tier-3 Cybersecurity engineers isolate the entire network and nuke the malware.

SMB Essential IT Package

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