Who can ask for help?
Anyone on your team whom we have set up. If someone new needs access, your named contact asks and we add them.
Help desk
Ask for help. A person fixes it.
A help desk by email and portal, with every request tracked from the first message to the closing note.
We can see and fix a computer without coming on site.
What the help desk covers.
- The computers we manage: Windows, Mac and Chromebook
- Your Google accounts, email and calendar
- Your file portal
- Setting up new staff and shutting off leavers
- Questions about how to use what we have set up
- Questions about a suspicious email
- A written response time in your agreement Premium
What happens to a request.
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You send it.
Email us or use the portal. We set up each person on your team, so we know who is asking.
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We log it.
Every request becomes a tracked ticket. Nothing sits in someone's inbox.
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We sort it by urgency.
Urgent, High or Normal. The table below says what each means.
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A person picks it up.
Someone on our team takes it and starts work. You can see where it stands in the portal.
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We connect only with your OK.
If we need to see your screen or take control of a computer, we ask first.
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We fix it and close it with a note.
You get a short note on what we did, so you have a record.
Hours and response times.
Support hours
Monday to Friday, 8 a.m. until 6 p.m. Eastern
Closed on Ontario statutory holidays.
On Essentials
We usually respond the same business day. That is a target, not a written promise.
Premium response times
| Priority | What it means | We respond within |
|---|---|---|
| Urgent | Work has stopped for several people, or there is a security problem | 1 business hour |
| High | One person cannot work | 4 business hours |
| Normal | Questions, changes and small fixes | The next business day |
A response means a person has picked up your request and started work. Fix times depend on the problem.
Good to know.
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Outside our hours
On Premium, a security team watches your computers around the clock. Help desk support outside our hours can be arranged as a paid extra.
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What it does not cover
Business phone lines, internet service, the cost of hardware and hosted servers are not part of either plan.
FAQs
Do I have to be on site?
No. Most fixes are done remotely, with your OK.
What counts as urgent?
Work has stopped for several people, or there is a security problem. If you are unsure, say so in the request and we will sort it.
Free. 30 minutes.
Book your IT consultationRelated IT & Security pages.
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Computer management
Windows, Mac and Chromebook enrolled, updated and watched.
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New staff and leavers
Ready on day one. Shut off the same day.
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How it works
The journey from the first call to the monthly report.
IT & Security
Talk to us about your IT.
Tell us how many people and computers you have. We will tell you what we would look after and how setup would go.
On the call
- Your team, your computers and your email today
- What is not working, and what to fix first
- Which plan fits, Essentials or Premium
Free. 30 minutes.