TCS Canada is dedicated to providing our customers with the highest level of service and we offer our customers stringent service level agreements. We have a dedicated team of support staff and Technicians, available 24/7/365. Our team is comprised of highly qualified individuals and will provide exemplary support when you need it.
Hours of Operation
Monday to Friday, from 8:30 am to 5:00 pm EST
Hours Of Operation
Monday to Friday, from 8:00 am to 5:30 pm EST
Labour Rates
Labour Rates
technical support - non contract customer
Scheduled – 2 Business Days in Advance | Remote or Onsite Business Hours: Monday – Friday 8 am – 6 pm
(1 hr minimum) | $175.00/hr **Includes travel within GTA
($60.00 trip charge outside GTA) |
|---|---|
Remote or Onsite After Hours: Monday – Thursday 6 pm – 8 am
(2 hr minimum) | $200.00/hr **Includes travel within GTA
($60.00 trip charge outside GTA)
|
Remote or Onsite After Hours:
Friday 6 pm – Monday 8 am
(4 hr minimum) | $225.00/hr **Includes travel within GTA ($60.00 trip charge outside GTA) |
Emergency | Remote or Onsite Business Hours: Monday – Friday 8 am – 6 pm
(1 hr minimum) | $225.00/hr **Includes travel within GTA
($60.00 trip charge outside GTA) |
|---|---|
Remote or Onsite After Hours: Monday – Thursday 6 pm – 8 am
(2 hr minimum) | $260.00/hr **Includes travel within GTA
($60.00 trip charge outside GTA)
|
Remote or Onsite After Hours:
Friday 6 pm – Monday 8 am
(4 hr minimum) | $290.00/hr **Includes travel within GTA ($60.00 trip charge outside GTA) |
technical support - managed service customer
Any Time Support | Remote or Onsite Business Hours: Monday – Friday 8 am – 6 pm
(1 hr minimum) | $150.00/hr **Includes travel within GTA
($60.00 trip charge outside GTA) |
|---|---|
Remote or Onsite After Hours: Monday – Thursday 6 pm – 8 am
(2 hr minimum) | $170.00/hr **Includes travel within GTA
($60.00 trip charge outside GTA)
|
Remote or Onsite After Hours:
Friday 6 pm – Monday 8 am
(4 hr minimum) | $190.00/hr **Includes travel within GTA ($60.00 trip charge outside GTA) |
Contact Services
Contact Services
Contacting the TCS Customer Service and Technical Support Team.
Our normal business hours are Monday to Friday from 8:00 am to 5:30 pm. Within our normal business hours, if you require technical assistance, or have a request for Moves, Adds or Changes you can open a ticket with TCS by doing either of the following:
Call our main number at 416-635-1234 and press 1 to speak to a Customer Service Specialist
Email the details to support@tcscanada.com
Severity Level High | Severity Level Medium | Severity Level Low | |
|---|---|---|---|
Customer Impact | Total Service Disruption | Service Deterioration | Minor Service |
Description | Phone system outage; Severe business impact | Customer still has service but the infrastructure has deteriorated and could lead to a service disruption if not resolved in a timely manner | There is no service disruption to customer; A non-critical request; MAC work. |
Examples | Phone system is completely down; Customer cannot make or receive calls. | 50% of more of the phones are down, reception phone is down, voice mail is down, advanced applications not functioning. | Issues that need to be addressed but which are not service-impacting; MAC work (Moves, Adds & Changes). |
Target time to address | 2 Hours | 6 Hours | 24 Hours |
Target time to resolve | 4 Hours | 10 Hours | 48 Hours |