La Prairie
IT services in La Prairie: who answers by day, who answers at night
Before signing with an IT provider, one question deserves a written answer: at what time can you reach them, and for what kind of problem? Here is ours, plan by plan. OKTO Solutions offers its services to SMBs in La Prairie from Trois-Rivières, about 155 km away, with no office and no technician stationed locally.
In La Prairie, OKTO Solutions offers regular support on the Standard and Complet plans, Monday to Friday inclusive, 8 a.m. to 5 p.m. Eastern. Evenings, nights and weekends, an emergency line handles outages that halt the organization: the Complet plan includes it.
What hours can a La Prairie business reach its IT support?
OKTO Solutions offers its services to SMBs in La Prairie from its office in Trois-Rivières, about 155 km away. Regular support is open from 8 a.m. to 5 p.m. Eastern, Monday to Friday. During those hours an employee uses the phone, the support email address, the client portal or the OKTO assistant installed on the workstation, and the request becomes a ticket ranked by impact. That user support comes with the Standard and Complet plans. Base, for its part, monitors and protects the environment, with no help desk. Outside business hours, an emergency line covers outages that stop the organization. The Complet plan builds it in, in the form of a 24/7 emergency service. Monitoring of workstations and servers runs 24/7 on all three plans. OKTO has no office and no technician stationed in La Prairie.
8 a.m. to 5 p.m.
What happens when an employee calls during the day?
They dial 450 231-3836 and talk to a person. No voice menu to get through. On the phone, we aim to answer in under 2 minutes.
The technician opens the ticket during the conversation, so the story is told once. The request is then ranked by what it blocks: one person, one team, or the whole company. A server that is down goes ahead of a page layout question, and nobody objects.
The phone is only one door out of four. An email to the support address creates the ticket by itself and sends back a tracking number. The client portal shows the open requests for the whole company. And on every managed workstation an OKTO button sits in the notification area: the employee types the problem in one sentence, and the ticket leaves with the machine and its diagnostics already attached.
What follows is remote in the great majority of cases. With the employee’s consent, the technician takes over the workstation, sorts out the problem and then says in plain words what was done.
A call comes in, a technician picks it up, and the request is written in the right-hand pane while they talk. The names, times and ticket shown are fictitious.
Plan by plan
What is covered, and at what hours, on each plan?
Three plans, three different answers to “who picks up?”. Each level contains the one before it.
| What is covered | Base | Standard | Complet |
|---|---|---|---|
| Proactive monitoring of workstations and servers | 24/7 | 24/7 | 24/7 |
| User support, weekdays, 8 a.m. to 5 p.m. | Not included | Included | Included |
| Phone answer time | Not applicable | Under 2 minutes | Under 2 minutes |
| Pickup targets | Monitoring alert, no help desk | Targets we work to | Guaranteed by the service level agreement |
| Outside business hours | 24/7 emergency service not included | 24/7 emergency service not included | 24/7 emergency service included |
All three plans can be changed from one month to the next, with no penalty. No plan pricing is published on the site: what each level contains is detailed on our plans page, and how a figure is arrived at is on the how we quote page.
The targets
The four priorities and what we aim for on each
Every request is ranked by its impact. Here are the four levels, from most serious to most routine, for the plans that include user support.
- Everything is down. Server or site out of service, ransomware. Pickup targeted within 15 minutes, resolution targeted within 4 hours.
- A group is blocked, or a service is degraded. Pickup targeted within 1 hour, resolution targeted within 8 business hours.
- One user is blocked. Pickup targeted within 4 hours, resolution targeted within 1 business day.
- A request or a question. Pickup targeted within 8 hours, resolution targeted within 3 business days.
A fictitious example of a monitoring alert received in the middle of the night, then picked up and resolved. Outside business hours, intervention comes under the emergency line, included in the Complet plan.
After 5 p.m.
What about evenings, nights and weekends?
Two things keep running, and they are often mixed up. The first is monitoring. It runs 24/7 on all three plans: a weakening disk, a failed backup or an overdue patch raises an alert on our side, whatever the hour.
The second is the emergency line, the one a person at your company calls when nothing works any more. It comes with the Complet plan. If your team works evenings or Saturdays, the choice of plan is made at signing, not on the night of the first outage.
The line has one simple rule: it is for outages that stop the organization, not for everyday support. A server out of service or ransomware, yes. A password forgotten at 2 a.m., no.
The rule protects the people who call for real. An emergency line tied up with ordinary requests ends up keeping the serious outage waiting.
The ground
La Prairie, on the South Shore, about 155 km from our office
La Prairie is a town in Montérégie, within the Roussillon regional county municipality. You reach it by Autoroutes 15 and 30, or by Routes 104 and 132.
The Institut de la statistique du Québec’s provisional estimate for 2025 gives the town 27,159 residents. We have neither premises nor a technician stationed there. The South Shore is one of the areas our team travels to regularly, when hands are needed on the equipment: a workstation to replace, a network failure, the physical setup of a new employee. Travel terms are agreed in the contract.
Support is offered in French, and in English for employees who prefer it. The area has its own page, IT services on the South Shore. Everything we cover is on the service areas page. Your working hours you can send us through the contact page.
Questions and answers
Your questions about service hours in La Prairie
What hours can we reach IT support from La Prairie?
Who answers if our server goes down on a Saturday?
What counts as an emergency?
Does the Base plan give access to phone support?
Do you have a technician in La Prairie?
Are the pickup times guaranteed?
Do your hours run past 8 to 5?
Tell us when your team works, what cannot wait until the next day and how many workstations you have. We will say which plan covers your hours, and whether the emergency line is worth it for you.
Reviewed by Antonio Pazzi, president of OKTO Solutions · updated