Find answers to common questions and IT issues. If you can't find an answer, contact us and we will be more than happy to help.
Please call our office at 403-567-5786 or email us with your question


Are free Anti-Virus software any good?

First and foremost, you never want to go without security protection on your computer. Free Anti-Virus has very low detection rates. Give us a call and we will be happy to inform you of the latest security software we recommend and sell to all our clients for Spyware, Malware and Virus protection.

What exactly are Managed IT Services?

Simply put, XllenTech Managed IT Services means we take care of your entire information technology requirement. We manage all your hardware and software sourcing, installation, technical support, and IT staffing needs. It also means XllenTech Solutions acts as your go-to consultancy and support team, providing scheduled maintenance and upgrading of your systems, along with emergency assistance to keep your business up and running.

What is cloud backup?

Cloud backup also known as Online Backup is the process where your onsite backups are transferred to an offsite server every night. The server is located in a secure data center in Canada. Cloud Backup replaces the need for someone to take a backup each night. It is more secure, reliable and easier to manage and monitor.

What kind of response times can I expect?

We work with each client to establish specific expectations. Our measurable service levels specify clear consequences for not living up to agreed-upon expectations.

How Long is a Managed Services Contract For?

Managed IT Services Contracts vary by provider. Some providers offer month-to-month programs, while others require a multi-year contract. Many companies have a very high startup cost and lower monthly, while others require a multi-year contract. At the same time, some providers have a very high startup cost and lower monthly, while others offer a middle of the road monthly cost and spread the cost of startup over the term of the agreement.

Our company is US-based, how can we pay you?

Please note that we have Business bank account in USA and Canada. We issue invoices in USD and CAD. US-based clients pay us via ACH to our US Bank account. We have few other means to make your business with us easy. Notably, we have a dedicated Client Portal where you can login and see Work Orders, Updates, Resolution notes, Invoices, etc..  For more information, please contact us.

What's your area of coverage for Onsite IT Services?

We provide Onsite IT Services across USA and Canada. We have a very strong network of partners across Canada as well as USA. XllenTech Solutions provides SLA-based and On-demand based Onsite IT Support across USA and Canada. We invoice in USD and CAD. Besides, we have bank account in USA and Canada. Contact us for more information.

What should I do before I call for help?

When possible, write down any information about error messages and take screen shots your issue. Next, attempt to recreate the issue. Often times, it helps to close the program and restart the computer to reset the system, and possibly resolve the problem.

What does having Managed IT Services cost?

Our service model uses a fixed monthly fee, which is based on the size and complexity of your particular network. Once contracted, your Managed IT Services will cover maintenance and support for every component of your network, providing you with peace of mind and the ability to accurately forecast your IT maintenance costs.

What if we already have an internal IT department?

No problem! We offer scalable solutions that can be tailored to meet your specific needs. Whether you need a full package of managed IT services and consulting, security solutions or service desk support, X’llenTech makes it simple with an affordable and customized flat rate service plan.

How does a flat rate billing save me money?

Flat-rate billing gives you the ability to budget your IT expenses so you can better focus on your core business goals. We customize each service package for your unique business, so you only pay for what you need. XllenTech serves as your “one stop shop” for all your managed IT services needs. And we do it all for one fixed monthly cost – We Don’t Profit from your Pain!

What types of systems do you support?

We pride ourselves on being “ecosystem agnostic”: whether you use Google Apps or Office365, Windows or Mac, Android or iOS, we will support your team.  Need to install a server onsite or host one virtually on Amazon or Azure? We will support you.  Need to transition from one ecosystem to another?  We’ll be there for you.

Is your company WCB-insured?

Yes, we are insured with Workers Compensation Board (WCB) in addition to General Liability Insurance coverage. Please contact us if you need copy of Certificate of Insurance (COI).

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