Support without the ticket maze.
Remote and on-site IT support across Ottawa and the NCR — answered by an engineer with context, not a queue with a script. For one bad day, or as the standing arrangement.
Most support tickets are five minutes of work trapped behind two days of process.
The industry’s tiered model exists for the provider’s billing, not for you: a script-reader logs it, a queue ages it, and the person who can actually fix it sees it on day three. We skip the theatre. The engineer who answers has admin rights and context, so the five-minute fix takes five minutes — and if you find yourself calling every month, we will tell you plainly that a flat monthly plan costs less than the invoices.
The call, and what happens next.
Six shapes cover almost every support call we take. Response times shown are the standing targets for managed clients; one-off work is honest about being scheduled.
| The situation | What happens | Typical speed |
|---|---|---|
| 01One person cannot work | What happensRemote session with an engineer, directly — no ticket ageing in a queue first | Typical speedMinutes to start |
| 02Something is down | What happensPrioritised by business impact, worked continuously, hourly updates until resolved | Typical speed15-minute response on managed plans |
| 03Hardware has failed | What happensDiagnose, source the part, rebuild — with a loaner where the seat cannot wait | Typical speedSame or next business day |
| 04A new starter arrives | What happensAccounts, device, mail and access set up in one pass, ready for day one | Typical speedScheduled — never a morning-of scramble |
| 05Server or network fault | What happensOn-site across the NCR with the diagram already in hand, because we keep one | Typical speedSame-day |
| 06The recurring nuisance | What happensRoot cause found and fixed, written up so it stays fixed — not re-patched monthly | Typical speedDocumented, permanently |
If three rows of this table happen to you in the same month, stop paying per incident. The flat monthly plan exists precisely for you. For what a managed helpdesk actually covers, see how tier one, two and three really work and what remote support can and cannot fix.
The ones people actually ask.
If yours isn’t here, ask it directly — you’ll get an answer from an engineer, not a form letter.
Yes — hourly, with the rate and estimate quoted before work starts. No contract required. If the pattern of calls says a managed plan would cost you less, you will hear that from us directly rather than discover it in an invoice history.
Same-day across Ottawa, Gatineau and the NCR for anything that genuinely needs hands, usually within hours for a down system. Remote is faster still, which is why most issues start there.
Yes — co-managed is common. We take the layers you want covered (monitoring, patching, escalations, holidays) and your internal person keeps the rest. The boundary gets written down.
For business owners and their machines, yes — and for everyone else our repair bench on Thurston Drive is the right door: free diagnostic, fixed quote, most jobs same or next day.
Security monitoring runs around the clock regardless. Human after-hours support is a standing add-on for managed clients — most start without it and add it once they can point at a reason.
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On-site across the National Capital Region — Ottawa, Kanata, Nepean, Barrhaven, Orléans, Stittsville, Manotick and Gatineau. Remote support covers anywhere in Canada, and the office is on Thurston Drive in the east end.
One bad day, or none at all.
Call for today’s fire. Ask about never having it again — that conversation takes twenty minutes and comes with a written scope.