Our numbers, defined
How we measure our numbers
Six figures appear across this site. Each is defined here once: what it counts, the period it covers, the sample or basis behind it and where it comes from.
First reply
22 minMedian first reply from a technician (Apr–Sep 2026)
- Definition
- The median time from a ticket being created to the first customer-facing reply from a human technician, in calendar time. Half of first replies were faster than this, half slower. Automated acknowledgements are not counted.
- Window
- April 1 to September 30, 2026.
- Sample
- 1,335 client tickets with a public technician reply, the same set as the response-target figure below. 216 (14%) closed without one are not counted.
- Source
- Compass, the ticketing and endpoint platform we built and run ourselves. Figures come from queries against it.
Response target met
96%Response SLA met (Apr–Sep 2026)
- Definition
- The share of first technician replies sent within the response target for the ticket's priority. The targets are Critical 30 min, High 1 h, Medium 4 h and Low 8 h in business hours, and Critical 60 min after hours. They are targets, not guarantees.
- Window
- April to September 2026. Targets were introduced in August 2026, so earlier months are measured against today’s targets.
- Sample
- 95.9%: 1,280 of 1,335 first technician replies, rounded to 96%.
- Source
- Compass, the ticketing and endpoint platform we built and run ourselves. Figures come from queries against it.
Resolved same day
36%Resolved same day (Apr–Sep 2026)
- Definition
- The share of tickets resolved on the same calendar day they were opened (Mountain time), measured to final close.
- Window
- April to September 2026.
- Sample
- Tickets raised in that window. We do not publish the count behind this figure.
- Source
- Compass, the ticketing and endpoint platform we built and run ourselves. Figures come from queries against it.
Tickets AI-triaged
99.9%Helpdesk tickets AI-triaged (Jul–Oct 2026)
- Definition
- The share of client tickets whose category and priority were set by our AI triage rather than by a person. The AI sorts and briefs; it never replies to a customer. A technician writes every customer reply.
- Window
- July 20 to October 19, 2026, the last three months when we measured. Earlier windows are lower because the triage was rolled out during the year.
- Sample
- Client tickets raised in that window. We do not publish the count behind this figure.
- Source
- Compass, the ticketing and endpoint platform we built and run ourselves. Figures come from queries against it.
Devices on our agent
400+Client devices on our own endpoint agent (as of Oct 2026)
- Definition
- Client devices that reported to the Davinci endpoint agent. We built the agent.
- Window
- The 30 days to October 20, 2026. This is a snapshot: the number changes as clients add and retire devices.
- Sample
- 407 devices reported in that window, rounded down to 400+.
- Source
- Compass, the ticketing and endpoint platform we built and run ourselves. Figures come from queries against it.
Managed IT pricing
$100–125Typical, per user per month, CAD before GST (rates as of Oct 2026)
- Definition
- What our pricing calculator returns for its 10-person example, from the low end to the high end, rounded to $5. The low end uses the rates clients are billed today. The high end uses our updated price sheet, capped at 25% above the low end. Larger teams pay less per user.
- Window
- Our rates as of October 2026.
- Basis
- An estimate for planning, not a quote. Security add-ons, Microsoft and Google licences and one-time onboarding are not in it. The price you pay is the one we agree in writing after discovery.
- Source
- Our own rate book, applied by the calculator on the pricing page, which shows the line-by-line maths.
Helpdesk figures cover Apr–Sep 2026 unless stated. A number on this site always shows its period or basis; this page is where the rest of the detail lives. Question about one? Ask us.