Managed IT Services

EMKAL's Managed IT Services FAQ

As your business grows beyond its initial start-up phase, IT complexity balloons to the point that it is no longer reasonable to manage it yourself or rely on a friend to handle it in their spare time.

At this juncture, the most cost-effective solution is to outsource your IT to a specialist firm: a managed IT service provider. They will provide helpdesk support for end users, take measures to prevent downtime, and recommend prudent IT investments to future-proof your organization.

We offer unlimited support, meaning that our clients pay a flat monthly fee and all end users can submit an unlimited number of support tickets. We do not sell “block time”, restrict which users can submit tickets, charge extra for on-site visits or remote monitoring tools, or in any other way place burden on our clients to ration IT help desk services or pay extra for full end-to-end service.

We are vendor neutral, meaning that we do not favour any particular software or technology. We understand our clients’ business needs first, search for appropriate solutions, and find the lowest available price. Other managed service providers receive commissions to sell certain products and services which may not be in the best interest of their clients.

We not only manage your IT infrastructure, but also have an eye on the future and help with IT budget forecasting. We can flag upcoming expenditures in advance to ensure that you are not taken by surprise.

Our team consists of Level 1, 2, and 3 technicians. If you are experiencing a particularly difficult issue, it will go directly to a Level 3 Technician, and you will not be bounced around from technician to technician until you eventually get connected to someone who can help.

Under our watch over the past 10+ years? Zero, and we’re pretty proud of that. 🙂

That being said, we ​have helped companies recover from ransomware attacks and onboarded them as clients. If your organization is currently the victim of ransomware, please contact us and we’ll see what we can do for you.

Our pricing is determined by the size and complexity of the client’s IT infrastructure. We charge a flat monthly rate for business hour support with no hidden fees. This means that we do not charge extra for on-site visits or remote monitoring and maintenance.

If you are interested in receiving an estimate, please contact us and we will be able to provide one for you once we receive some information about your current IT infrastructure.

Based on our experience, it is not cost-effective to hire an in-house IT specialist if your organization consists of fewer than 100 employees. You will spend less money on a managed service provider, have access to a team with complementary skills rather than only one individual, not have to worry about sick days or vacation, and not be sent into panic mode if your only IT resource gives their two-week notice.

On average, we respond within 30 minutes, and our median submit-to-solve time is about 1.5 hours.

Yes, any employee can contact us directly by email or phone. Unlike some of our competitors, we do not place limits on the number of support tickets you can submit each month. This encourages staff to report small issues before they evolve into large issues which may cause protracted downtime.

Yes, we offer this service as an extension of our support plan at an hourly rate. Pre-approved users can contact EMKAL directly with urgent after-hour issues. A technician will respond within one hour and rectify the problem as quickly as possible. In order to mitigate these unexpected expenses, EMKAL recommends and implements redundant systems to prevent against unplanned downtime.

Questions to Ask Potential Managed IT Service Providers

Are you trying to decide between a few different managed IT service providers? Make sure to ask the following questions to get a better sense of the true cost of service offerings and make an apples-to-apples comparison.


Below is a real-life example of how asking the right questions helped our client uncover the all-in costs and benefits when comparing us with another managed IT service provider.


Question EMKAL Competitor
How many helpdesk hours are included in the support plan?
16 hours in 15 minute increments (rounded up)
How much do you bill for on-site visits?
$115/hr + travel time, minimum 3 hours
How much do you charge for remote monitoring and maintenance tools?
Who in my organization can submit tickets?
Any end user
One designated individual
Can you work with our existing networking equipment?
No, you need to switch to our vendor's equipment

Enterprise-Level Services for SMB's

Managed IT helps you realize responsive, cutting-edge IT for a fraction of the price of an in-house IT team and make the most of the enterprise-grade IT security, framework and systems.

How Managed IT Services Empower Businesses

Empower Businesses

Key features:

Get an IT Assessment