Straight answers, including the awkward ones.

Call 250-412-3785. Every call is answered by a human, 24/7, and the average time to reach a technician is 37 seconds. Business hours are Monday to Friday, 8:30am to 5:00pm Pacific.

You can also email hello@rtgroup.ca, or open a case in the support portal. If something has stopped your business, phone rather than write.

Everything sits on the client support page: the support portal for opening and tracking cases, live remote support, and the billing portal for invoices and statements.

No. We will never phone you out of the blue and ask you to start a remote support session. Neither will Microsoft or your bank.

If you did not call us first, hang up and call 250-412-3785. If it really was us, we will still be here. Nobody at RTGroup will ever be annoyed with you for checking.

On the phone, an average of 37 seconds to a technician. By email, an average first reply of 14 minutes. Those are measured averages rather than targets we aim at.

24/7 support is available on fully managed IT. It is not sold separately, because covering a night on systems we do not otherwise look after is guesswork at your expense. Scope is the platforms and products we manage.

Probably. We are across Greater Victoria in person and support clients remotely right across British Columbia and Canada. If you are not sure, just ask, and if it turns out not to be a fit we will point you at somebody good.

Support for your staff, patching and monitoring in the background, protection on every device, tested backups, licence review and a quarterly plan. One flat monthly fee, no per-ticket charges, and no being billed for asking a question. See the detail.

Yes, and it is built for exactly that. Co-managed keeps your person in charge and puts the tooling, the coverage and the specialist depth behind them. It is not a route to replacing them, and we would say so if it were.

Yes. Every client is assigned a pod, a small group who learn your people, your systems and your history. You never explain your setup from scratch, and the wider team sits behind them for busy days and specialist work. More on how the pod model works.

No. When you call or write you reach someone with real technical experience who can answer inside the conversation. It also means we can tell you quickly when the honest answer is that you do not need us.

Between 36 and 60 months, depending on the package and what you add to it. Longer terms cost less each month, and you choose which trade suits you. A shorter term is available and the monthly figure is higher.

Longer terms also often carry no onboarding cost at all, which is worth weighing against the shorter one.

That is a real commitment and we would rather put the number in front of you now than have you find it in a proposal later.

Notice is 90 to 120 days before the end of the term, depending on its length. Give us that and the agreement ends cleanly.

There is a defined offboarding process, and it exists for your protection as much as ours: credentials transferred properly rather than emailed around, access wound down in the right order, and a record of what moved where. Rushing that is how businesses end up with orphaned admin accounts nobody closes.

Your documentation is yours throughout. It was handed to you in your first month and it does not come back to us when you go.

No. Managed print and page plans can run month to month. The only contract involved is a hardware lease, and that is an agreement with the finance company for the machine rather than a commitment to us. More on print.

Often nothing. Onboarding is frequently waived on longer term agreements. Whether it is depends on how complex your organisation is and what state we find the existing setup in, both of which we will know by the end of discovery.

You will have the figure, or the confirmation that there is not one, before you commit to anything.

Yes. We offer nonprofit rates, and registered charities in particular may qualify for better ones again. What you land on depends on your status and your size, so it is a short conversation rather than a published table. Talk to us and we will tell you where you sit.

Very common, and the questions get harder each year. We go through the questionnaire with you, tell you honestly which answers are currently no, and close those gaps before renewal rather than explaining them afterwards.

In Canada where your obligations call for it, and documented either way. The point is that the answer takes seconds rather than days, and that you can show it rather than describe it.

Where you are exposed, in language you can act on, ranked by what matters rather than by what is easiest to sell. Then the work to close the gaps and the paperwork to prove it to an insurer or a client.

Most businesses do, and replacing it is often not realistic. The answer is to isolate it properly so it cannot be reached from anywhere it should not be, then plan the replacement around your budget rather than around a panic.

No. Nothing you discuss with us goes anywhere, and a conversation commits you to nothing. You tell them when you have decided, on your timing. See 30 Days to Better IT for how the move runs.

Common, and recoverable. Most credentials can be recovered through the vendors directly as the account owner, which is you rather than them. We have done this many times, including where the outgoing provider was slow about it.

You should not be down at all. Our tooling goes on alongside what you already have and nothing is switched over until it is ready. Anything carrying real risk happens outside your working hours.

Worth checking rather than assuming, since notice periods are often shorter than people think. Discovery and preparation can run while your current agreement does, so the switch lands the day your notice ends.

Almost certainly not. The five year cycle exists because it suits the industry, not because printers stop working at five years. If yours has been looked after and still does the job, keeping it and maintaining it is usually the better decision.

Often, and not always. It is usually cheaper for an office printing enough that toner and servicing are a real line item. For a business with one low-use printer it frequently is not, and we will tell you that rather than sell you a contract.

Very likely. Most businesses we review are paying for seats nobody has logged into in months. We review it yearly, and that review has paid for itself more than once.

No. Buying through us usually gets better value and means the team that recommended it supports it, but you are free to buy elsewhere and we will still help you choose well.