FAQ
Questions we hear before a first conversation.
Contracts, pricing, response times, and how support works. If yours is not here, send it through contact — we will answer it.
Where is Loopback based?
Loopback is an Alberta company, founded in Edmonton in 2006. We support businesses across the province and the rest of Canada. Correspondence goes to PO Box 448, Mayerthorpe, AB T0E 1N0. Support is remote-first and 24/7, with on-site visits where your plan includes them.
How long has Loopback been in business?
Loopback was founded in 2006. We have been providing managed IT and security services to Canadian businesses for 20 years.
Do you require a long-term contract?
No. Managed service agreements are month to month. There are no term lengths and no cancellation fees. We keep clients by answering the phone, not by trapping them in a schedule.
How is pricing calculated?
Pricing is per user, per month, in Canadian dollars. Basic is $85, Standard is $170, and Advanced is $225. You mix plans if some people only need email and a phone while others need a full workstation stack. Use the calculator on the pricing page for a working total.
What is your average support response time?
Average ticket response is 14 minutes. Average resolution is 1 hour 10 minutes. Guaranteed response times are defined in your service agreement.
Do you offer 24/7 support?
Yes. Monitoring and support are staffed 24/7. Business-hours unlimited support is included on published plans; after-hours coverage is part of how we run managed environments. Ask during consultation how that maps to your locations and on-call expectations.
Will you list my company as a customer?
No. We do not publish client names, logos, or case studies. If you want a reference, we will arrange a private conversation.
What size of company do you work with?
We started with small Edmonton businesses in 2006, expanded with multi-location retail in 2007, and have supported organizations with more than 1,000 employees since 2015. The process is the same: discovery, a written plan, then managed operations.
How do existing clients get technical support?
Submit a ticket on the support platform, email help@loopbackinc.com, or call 1.866.751.5667. That is the fast path for anything already under our care. The website form is for new business inquiries.
Do you work only in Edmonton?
No. We were founded in Edmonton, and we still support Edmonton and Calgary as well as the rest of Canada. Remote support, monitoring, and cloud operations are the default. On-site support is included where available under the Standard and Advanced plans.
What does onboarding look like?
Consultation, kickoff, discovery, a written assessment and plan, implementation, then monitoring, maintenance, and scheduled reviews. We stay with you after go-live — that is the point of a managed service.
Can you help with Microsoft 365, backups, and cybersecurity together?
Yes. That is the point of a managed service provider. Cloud, backup, identity, endpoint security, and helpdesk are meant to be one picture — so a ticket is not bounced between vendors.
Ready to see if Loopback is the right fit?
Tell us how many people you support and what is getting in the way. We will tell you honestly whether we are the right partner — and if we are not, we will say so.