Available
Pilotiko for IT support firms
A law office's server goes down at 8:05, a clinic's printer jams at 8:10: everything is urgent, and you have three technicians.
Pilotiko helps an IT support firm dispatch its technicians: urgent requests show up in the right room of the virtual office, on-site visits are booked with the client's address, assignment is proposed by skills and workload, and reports show hours per client. Anything sent to a client waits for a person's approval.
In short
- The Canadian Centre for Cyber Security recommends baseline controls for SMBs, including an incident response plan and strong authentication [1].
- In Quebec, a business must report a confidentiality incident that presents a risk of serious injury to the Commission d'accès à l'information [2].
- Pilotiko proposes the technician based on declared skills; a mismatch is refused.
- Pilotiko is not a remote monitoring and management (RMM) tool.
Why is an IT support firm's day so unpredictable?
Your client list mixes managed service contracts, blocks of hours and one-off calls. Requests come in by email, by phone, by text to the tech someone happens to know. In the morning nobody's quite sure who's doing what, and the loudest client gets served first.
On-site work makes it harder: a technician out installing three workstations at a clinic isn't available for the network outage at an accounting firm in the middle of tax season. Skills matter too: the person who knows the client's firewall isn't necessarily the one who's free.
Which client obligations affect your work?
The Canadian Centre for Cyber Security notes that small and medium Canadian organizations are the most likely to face cyber threat activity, and offers baseline controls such as developing an incident response plan, patching automatically, using strong authentication and training employees [1].
In Quebec, a business that believes a confidentiality incident has occurred must take reasonable measures to reduce the risk of injury; if the incident presents a risk of serious injury, it must promptly notify the Commission d'accès à l'information and the people concerned [2]. The Commission also points to the obligation to keep a register of confidentiality incidents [3]. When a client is hit by ransomware, your team often ends up documenting what happened.
| Request | Typical priority | Skill | On site or remote |
|---|---|---|---|
| Server or network outage | Urgent | Networking, servers | Often on site |
| Suspected security incident | Urgent | Security | Remote first |
| New workstation setup | Scheduled | General | On site |
| Password reset, locked account | Normal | General | Remote |
| Backup verification | Scheduled, recurring | Backups | Remote |
How many billable hours does a 4-tech team lose to poorly grouped site visits?
How does Pilotiko organize a support team?
The virtual office shows the firm as rooms: service desk, on-site work, projects, admin. Each technician has a desk and a visible workload; an urgent request lands in the right room instead of sitting in the inbox of a tech who's on vacation.
For each request, Pilotiko proposes the technician with the declared skill and the lightest load. A skills mismatch is a refusal, not a gentle warning; overload is flagged with numbers. The dispatcher confirms or overrides, explicitly.
On-site visits are booked into genuinely open time with the client's address. Clients can also book a new-workstation setup themselves.
- An AI agent can draft a visit summary for the client from the technician's notes; it waits for your approval before anything goes out.
- Internal reports show hours per client, load per technician and overdue requests.
- Your firm's website, built and hosted by Pilotiko, presents your services and service areas with structured data and an llms.txt file.
What doesn't Pilotiko do for a support firm?
How does Pilotiko treat your clients' information?
Never put a password or access key in a Pilotiko request, note or appointment; those belong in your password manager. Pilotiko organizes work; it isn't a place to store access secrets.
Your clients are often bound by the same rules you are: a law firm under professional secrecy, a security agency keeping an employee register. Helping them document an incident without scattering information is part of the service.
Your clients may include dental clinics, where the front desk can't wait, or real estate teams who mostly work from the road.
Frequently asked questions
Does Pilotiko replace our ticketing or RMM tool?
No. Pilotiko isn't an RMM tool and doesn't monitor endpoints. It handles dispatch, on-site bookings, technician workload and reports.
How does Pilotiko pick the technician?
It compares declared skills with real workload drawn from calendars and open tasks. A skills mismatch blocks the proposal unless a manager explicitly overrides it.
Can an AI agent reply directly to a client?
No. The agent drafts the message or visit summary; anything touching a client waits for a person's approval.
Can clients book a visit online?
Yes, for scheduled work, into genuinely open times. For emergencies, keep your usual support line.
Does Pilotiko help with Quebec privacy law when a client has an incident?
It doesn't report anything to the Commission d'accès à l'information. It can track the tasks of your response; the report and the incident register remain the affected business's responsibility.
Are appointment reminders sent?
Not yet. Confirmations and 24-hour and 1-hour reminders are being commissioned: the code is written, but the sending provider isn't connected.
Sources
- Canadian Centre for Cyber Security, Small and medium organizations: introduction to baseline controls (accessed on October 15, 2026).
- LégisQuébec, Act respecting the protection of personal information in the private sector (CQLR, c. P-39.1) (accessed on October 15, 2026).
- Commission d'accès à l'information du Québec, Principaux changements apportés par la Loi 25 (accessed on October 15, 2026).
Read next
How to automate a service business in Quebec: the complete guide
Bookings, dispatch, follow-up, reminders, Law 25 and CASL: what a Quebec service business can automate, what should stay human, and where to start.
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