Sainte-Julie
IT services in Sainte-Julie: from the call for help to the fix
A frozen computer, a mailbox that rejects the password, a printer gone silent: that is one employee’s morning wasted. OKTO Solutions takes those requests by phone, by email and through the client portal, from Trois-Rivières, about 145 km from Sainte-Julie.
An employee of a Sainte-Julie business can ask OKTO Solutions for help by phone, by email, through the client portal or with the OKTO assistant on the workstation. Every request becomes a numbered ticket, sorted by impact, usually solved remotely, then closed with a note. Regular support hours run from 8 a.m. until 5 p.m., Monday through Friday.
How does an employee in Sainte-Julie get help when a computer stops working?
In Sainte-Julie, an employee whose computer, email or printer stops working wants to know whom to ask and when somebody will look at it. OKTO Solutions offers its services to SMBs in Sainte-Julie from its office in Trois-Rivières, about 145 km away, and takes requests four ways: a phone call, an email to the support address, the client portal or the OKTO assistant found on the workstation. Each request becomes a numbered ticket, ranked by impact, then followed until it is closed. Most problems are solved remotely: once the employee gives permission, a technician takes over the workstation, fixes it, then explains what was done. Regular support is open Monday through Friday, each day from 8 a.m. to 5 p.m., on Eastern time. The Standard and Complet plans include user support. OKTO has no office and no technician posted in Sainte-Julie; a trip is scheduled when equipment has to be handled.
The front door
Phone, email or portal: which way does a request come in?
Whichever suits the employee at that moment. All four routes end in the same ticket.
The phone
For what is blocking right now. You dial 450 231-3836, with no voice menu to get through. The target: picking up in under 2 minutes. The technician opens the ticket while you are talking.
For what can wait until the afternoon. A message sent to the support address turns into a ticket with nobody touching it, and its author gets a tracking number.
The client portal
For following up instead of chasing. It shows the status of the whole company’s requests, takes an attachment on an open ticket and keeps what was done last month.
The OKTO assistant
On every workstation we manage, an OKTO button sits in the notification area, next to the clock. One sentence is enough to describe the problem: the ticket carries the workstation and its diagnostics along.
Whatever the door, what comes next is identical: triage, pickup, fix, closing note. The whole service is described on the IT support page.
OKTO PSA Sample screen with a fictional client: the service note from a call, written in plain language.
On the line
What happens when an employee calls?
Somebody answers, and the target is to do it in under 2 minutes. The person who picks up is the one who opens the ticket.
While the employee talks, the technician opens the ticket, without asking for the story twice. One question drives everything after it: how many people are affected? A request is ranked by its impact: one user blocked, a team blocked, or the business at a standstill.
The workstation is already tied to our monitoring tool. Once permission is given, the technician takes over the screen, makes the fix, then says in plain words what was just done.
The technician documents the work, and the ticket closes on a note that explains what failed and what was fixed. If one call is not enough, the ticket stays open and whoever picks the file up next does not have to ask for the story again.
The targets
How fast is a request picked up?
It depends on what is blocked.
| Situation | Target pickup | Target resolution |
|---|---|---|
| Everything is down: server or site offline, ransomware | 15 minutes | 4 hours |
| A group blocked or a degraded service | 1 hour | 8 business hours |
| One user blocked | 4 hours | 1 business day |
| A request or a question | 8 hours | 3 business days |
| A phone call | Answered in under 2 minutes | Not applicable |
In the Standard plan, these are targets we aim for. In the Complet plan, the same figures are guaranteed by the service level agreement. The Base plan is a monitoring safety net: it protects the fleet, it does not answer employees. These are remote pickup times, not arrival times in Sainte-Julie. The three plans are detailed on the packages page.
The path
The five steps, from request to closing
- The request comes in. By phone, by email or through the client portal. The ticket is created automatically and carries a number.
- It is triaged. Ranking follows real impact: one person, one team or the whole company.
- A technician takes it. A call back, a connection to the workstation once the employee agrees, the fix, then the explanation.
- A trip is scheduled, if needed. Only when equipment has to be handled or the network needs hands-on work.
- The ticket closes with a note. It gives the cause and the fix. Requests that keep coming back are reviewed periodically.
The trail
Where does the request go once the ticket is open?
To the same place as the state of the workstation. OKTO builds its own monitoring and ticketing tools, OKTO RMM and OKTO PSA, instead of reselling someone else’s. So request tracking and the state of the workstations live in one place, and the employee does not have to tell the story twice.
Every ticket closes on a note that says what failed and what was done. Laid end to end, those notes show what a single call hides. A printer that drops off every week stops being a routine everyone puts up with: it becomes a problem to fix.
Management gains from it too: with one ticket per request, you know how many interventions a device needed over the year.
Service is given in French. It is also offered in English to employees who prefer it.
Monitoring, tickets, backups and security: four portals close, a single console remains.
The ground
Sainte-Julie, between Autoroutes 20 and 30
Sainte-Julie belongs to the Marguerite-D’Youville regional county municipality, in Montérégie. Its population was 30,793 in 2024, by the estimate of the Institut de la statistique du Québec.
Autoroute 20 crosses the south of Sainte-Julie and Autoroute 30 runs along its west side. Our office, for its part, is in Trois-Rivières, and nobody on the team is stationed in Sainte-Julie. That is why support leans first on the phone, email, the portal and remote control: nobody waits for a car to arrive before someone looks at the screen. A trip is made under the conditions agreed in the contract, and we publish no arrival time.
Outside business hours there is the emergency line, reserved for outages that paralyze the organization. The Complet plan includes it. A password forgotten in the middle of the night is not an emergency. The full territory is shown on the service areas page. To describe your team and what slows it down, use the contact page.
Questions and answers
Your questions about employee support in Sainte-Julie
Do you have a technician on site in Sainte-Julie?
What are the IT support hours?
Can an employee call on their own, without going through the boss?
Does anything need to be installed before you can take control of a workstation?
Is employee support part of every plan?
How do we follow a request without calling back?
What blocks your employees most often?
Tell us how many of you work in Sainte-Julie, who fixes things for everyone right now and which problem keeps coming back. We tell you which arrangement fits.
Reviewed by Antonio Pazzi, president of OKTO Solutions · updated