Question 1

What areas does Experts TI serve?

Accepted Answer

We primarily serve the Greater Montreal area, Laval, the South Shore, and the North Shore. For clients in outlying regions (Quebec City, Sherbrooke, Trois-Rivières, etc.), we prioritize remote support, with on-site visits available by appointment for major projects.

Question 2

Do you work with individuals or only businesses?

Accepted Answer

Both. We offer packages tailored to individuals (remote workers, self-employed, retirees) and SMBs. Whether you have one home computer or 50 workstations, we have a solution for you.

Question 3

Are you available in French and English?

Accepted Answer

Yes, our entire team is fully bilingual. You can communicate with us in your preferred language, whether by phone, email, or during on-site visits.

Question 4

How does the initial contact work?

Accepted Answer

We start with a call or meeting (free, no obligation) to understand your needs, current infrastructure, and goals. Then we propose a plan and estimate. No pressure—you decide at your own pace.

Question 5

Do you offer remote support or only on-site?

Accepted Answer

Both. Most interventions (about 70%) are done remotely via a secure connection: faster, less expensive, and often resolved in minutes. We come on-site for hardware installation, physical network issues, or when the client prefers it.

Question 6

Can you manage our cybersecurity and backups?

Accepted Answer

Yes. We offer cloud backup solutions (automatic, encrypted), threat monitoring, patch management, firewalls, and access policies. We can also support you with compliance audits (GDPR, etc.).

Question 7

Do you perform cloud migrations (Microsoft 365, Google Workspace)?

Accepted Answer

Absolutely. We migrate emails, files, and applications to Microsoft 365, Google Workspace, or other platforms. We plan the migration to minimize downtime, train your staff, and provide post-migration follow-up.

Question 8

Do you handle emergencies and critical outages?

Accepted Answer

Yes. Our contracted clients have access to a priority line and guaranteed response times (often within 2 hours during business hours). For after-hours emergencies, we evaluate each situation on a case-by-case basis according to the service agreement.

Question 9

What is your pricing model?

Accepted Answer

We offer monthly packages (preventive maintenance + included support) and hourly billing for one-off projects. Packages are more cost-effective for regular use. A detailed quote is provided before any commitment.

Question 10

Are there hidden fees or long-term commitments?

Accepted Answer

No. Our packages have no long-term commitment: you can cancel with 30 days' notice. Listed prices include standard interventions; only out-of-zone travel or additional hardware may incur extra fees, always communicated in advance.

Question 11

Do you offer packages for very small businesses?

Accepted Answer

Yes. Our « Individual / Micro-business » package suits self-employed workers and businesses with 1 to 5 workstations. It includes a set number of support hours per month, updates, and basic monitoring. Fixed, predictable monthly pricing.

Question 12

Are software and hardware included in your packages?

Accepted Answer

Packages cover our support and maintenance time. Software licenses (Microsoft 365, antivirus, etc.) and hardware (computers, servers, NAS) are billed separately. We advise you on the best options for your budget.

Question 13

What is the typical response time for a support request?

Accepted Answer

For contracted clients: response within 2 hours during business hours (9 a.m. to 5 p.m., Mon-Fri). For non-urgent requests: same day or next day. Critical emergencies (server down, ransomware) are handled with highest priority.

Question 14

How can I submit a support request?

Accepted Answer

By phone, email, or via our client portal (if you have a package). We recommend the portal to track request history. For emergencies, phone remains the fastest option.

Question 15

Do you offer support outside business hours?

Accepted Answer

Standard support is available Mon-Fri, 9 a.m. to 5 p.m. We offer an optional extended support package (evenings and weekends) for businesses that need it. Critical emergencies may be handled outside hours depending on severity.

Question 16

What happens if my issue isn't resolved on the first try?

Accepted Answer

We follow up until the issue is fully resolved. If the technician cannot resolve it remotely, we schedule an on-site visit or escalate to a specialist. No additional charges for callbacks related to the same incident.

FAQ

Still have questions?

Ready to transform your IT infrastructure?