The Total Care service is an integrated support service designed to ensure a high-performing and secure IT infrastructure. It includes:

• Unlimited user support

• Malware monitoring and vulnerability detection on all your devices

• Regular maintenance and updates of IT systems

• Remediation of detected vulnerabilities

• Continuous cybersecurity audits

• User training and awareness on cyber threats

• Technology consulting and advisory

Think of this service as an IT department within your organization. Total Care is an all-inclusive, proactive service offered at a predictable price.

The Total Care service is primarily aimed at very small businesses (VSBs) and small to medium-sized businesses (SMBs) that want to benefit from a high-performing, secure, and proactively managed IT infrastructure. Whether you need constant support or advanced cybersecurity solutions, Total Care is designed to meet the specific needs of VSBs and SMBs.

The Total Care service aims to cover all aspects of IT service management for your organization. It includes, but is not limited to:

• Unlimited user support, with guaranteed response times based on incident priority

• Performance and malware monitoring of IT systems

• Detection and remediation of vulnerabilities on IT systems

• Automated operating system updates (e.g., Windows updates)

• Regular security audits and user awareness training against cyber threats

• Access to an IT advisor for any questions about technological evolution in your organization

• Procurement of IT equipment, software, and licenses at competitive prices (billed separately as per current market rates)

Additionally, we assist you with the following at no extra cost:

• Optimizing your licensing costs

• Reducing your IT equipment purchase expenses

• Migrating to SharePoint

• Installing/replacing PCs or servers

• Ensuring compliance with Loi 25

• Enhancing your IT security posture

• Maximizing the use of your Microsoft 365 tools

• And much more

The "On-call" support service is reactive and billed hourly for specific interventions. In contrast, "Total Care" offers a proactive service that includes:

• Monitoring your IT systems and malware

• Automated system updates (Windows updates, firmware, etc.)

• Unlimited IT support for users

• Regular security audits

• User training (use of modern office tools and awareness of cyber threats)

• Technology advisory (access to a technology consultant at no additional cost)

With Total Care, you benefit from comprehensive and anticipatory management of your IT infrastructure, all at a fixed and predictable price.

Yes, the Total Care service includes the procurement of IT equipment. Thanks to our partnerships with various equipment and license suppliers, we can offer advantageous discounts to our clients. The purchase of hardware, software, or licenses is billed separately, as needed, ensuring that you always benefit from the best possible conditions.

Additionally, the Total Care service includes the installation of your equipment at no extra cost. 😉

User support includes unlimited calls, available Monday to Friday from 8:30 AM to 5:00 PM. Our service level agreements (SLAs) guarantee quick response times: 30 minutes for high-priority issues, 2 hours for medium-priority issues, and 4 hours for less urgent requests.

Our service offers support by phone, email, or through our client portal.

Yes, the Total Care service includes on-site technician visits for the Greater Montreal area. Although our support service is primarily remote, we do provide on-site visits for necessary interventions, such as the installation or replacement of a new IT system, diagnosing equipment failures, and other specific interventions.

The benefits include:

• Predictable pricing

• Unlimited user support

• Guaranteed response times

• Malware monitoring and proactive vulnerability detection

• Regular maintenance and updates of IT systems

• Remediation of detected vulnerabilities

• Advanced cybersecurity (regular audits, security tools)

• Technology consulting and advisory

• User training and awareness

The Total Care service operates as a subscription, billed based on the number of users in the organization rather than the number of computers.

Two subscription plans are offered:

• Monthly Plan: $150 per user, payable monthly at the beginning of each month.

• Annual Plan: $120 per user per month (20% discount), payable upfront for the year.

For this type of user, we offer a 4:1 ratio, which we call a "field user" license. This type of license is often suitable for workers or technicians on the road or at job sites.

Even if these users are not in the office, they still benefit from the technological improvements and security of the organization's IT ecosystem.

You can contact us by email at totalcare@raion.ca or by phone at (438) 817-0158 to speak with an advisor and get a personalized consultation or quote.

We are partnered and certified with industry leaders such as ITIL, Microsoft, Zoho, Wix, Scrum Alliance, and ISC2, demonstrating our commitment to providing cutting-edge solutions tailored to our customers' needs.