Frequently Asked
Questions

ClayGen is a technology company based in Guelph, Ontario. We manage your IT, secure your business, and configure the operations platform your business runs on. Think of us as your outsourced IT department and your technology partner, all in one. We handle day-to-day IT support, cybersecurity, Microsoft 365, and we build ClayGen Connect, a platform configured for your industry, your terminology, and your processes.

ClayGen Connect is our operations platform. It brings your IT, security, and business operations into one place. Sales, service, scheduling, HR, field operations, marketing, dashboards, and AI. We configure it for your industry and your processes so your team can get things done in one click. It is not off-the-shelf software. It is a proven platform that we customize for how your business works.

We start with a free discovery call to understand your business and how your team works. From there, we perform a detailed assessment of your environment, configure ClayGen Connect for your industry, deploy our monitoring and security tools, and train your team. Most businesses are fully live in a few weeks. And onboarding is just the beginning. We work alongside you continuously to improve your platform as your business evolves.

We primarily work with businesses that have 5 to 200 employees. That includes professional services firms, healthcare clinics, legal offices, manufacturing companies, field service businesses, non-profits, and more. Whether you have no IT staff at all or a small internal team that needs backup, we scale our services to fit.

Yes. We offer a free, no-obligation discovery call where we learn about your business, review your current setup, and discuss how ClayGen can help. No pressure. Just an honest conversation about whether we are the right fit. You can book a call directly from our contact page.

Our managed IT services include 24/7 network and endpoint monitoring, helpdesk support, patch management, endpoint protection, backup monitoring, vendor management, Microsoft 365 administration, and regular technology reviews. Every client also gets access to ClayGen Connect, where you can see your devices, security posture, tickets, and Microsoft 365 health in real time.

Our helpdesk is available Monday through Friday, 8 AM to 6 PM Eastern. For critical issues such as server outages or security incidents, we provide after-hours emergency support as part of our managed plans. Our monitoring systems run 24/7, so we are often aware of problems before you are.

Yes. While the majority of issues can be resolved remotely within minutes, we provide on-site support when needed. We serve businesses in Guelph, Kitchener, Waterloo, Cambridge, Hamilton, Toronto, and the surrounding areas. On-site visits can be scheduled or dispatched for hardware issues, network infrastructure work, or new office setups.

For critical issues, our average response time is under 15 minutes. Standard requests are typically acknowledged within 30 minutes and resolved within a few hours. We prioritize based on impact so that issues affecting your whole team get immediate attention.

Connect is not a generic CRM. It is a complete operations platform that we configure for your specific industry, terminology, and processes. A landscaping company calls them properties, not accounts. A law firm has matters, not tickets. Connect speaks your language. And because it is a shared platform serving businesses across Canada, every improvement we make benefits every client.

Connect is not a six-month project. The platform is already built and refined across industries, backed by 25+ years of combined founder experience in business systems. We configure it for your business: your data, your workflows, your terminology, your team. Most businesses are up and running in weeks, not months.

Yes. This is one of the most important things about working with us. We do not build and walk away. We work alongside your team continuously. As your business evolves, your platform evolves with it. New processes, new automations, new dashboards. We are invested in improving your business because that is what drives us.

Connect handles sales and pipelines, customer service and ticketing, scheduling and field operations, HR and workforce management, marketing and outreach, reporting and dashboards, and AI. It also gives you full visibility into your IT and security through an integrated dashboard. One login, one platform, everything your team needs.

Yes, and this is one of the most common reasons businesses reach out to us. Cyber insurance providers increasingly require specific security controls such as multi-factor authentication, endpoint detection and response, email filtering, and security awareness training. We help you implement every requirement so you can qualify for coverage and potentially reduce your premiums.

Yes. Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) requires businesses to protect personal data they collect. We help by implementing encryption, access controls, secure email, data retention policies, and breach response plans. For regulated industries like healthcare and legal, we also address sector-specific privacy requirements.

We deploy enterprise-grade security tools including SentinelOne for endpoint detection and response (EDR), Microsoft Defender for cloud security, advanced email filtering and anti-phishing protection, DNS-layer security, and security awareness training. Everything is monitored centrally and visible through ClayGen Connect so you always know your security posture.

We offer both month-to-month and annual agreements. Most clients choose an annual plan for better pricing, but we never lock you into a multi-year contract. We believe in earning your business every month. If you are not happy, you are free to leave.

We use a flat monthly pricing model that scales with your team size. No surprise bills, no hourly charges, no hidden fees. Every business is different, so we put together a plan tailored to your needs after our discovery call. The best way to understand pricing is to book a conversation with us.

Most IT companies manage your technology. We manage it, secure it, and build the platform that runs your business. Our clients get managed IT, cybersecurity, Microsoft 365, and ClayGen Connect, all from one team. Our founders bring 25+ years of combined experience building business systems, and everything we build is designed around one principle: your team should be able to use it in one click.