Our managed IT plans include unlimited support for the users, computers and systems listed in your Supported inventory. "Unlimited" means you never count tickets or watch the clock for normal day-to-day support. This policy explains what that covers, how remote and onsite support work, what your team needs to do, and how we handle requests that go beyond fair use, so that every client gets fast, consistent service.
1. Who and what is covered
- Your organization has a signed service agreement for unlimited remote support, and onsite support where your plan includes it.
- Only the users, computers, systems and locations listed and billed in your Supported inventory are covered.
- Requests for anything else (unlisted devices or users, personal or home devices, third-party managed equipment, locations not in your agreement) are out of scope. We tell you before any charge applies.
2. What unlimited support covers
- Help for your listed users with their listed computers, email, Microsoft 365, files, printers and the software on your Supported inventory.
- Fixing problems, answering questions, small changes (a new user, a mailbox, a permission), and the monitoring, updates and security work included in your plan.
- Reasonable, recurring use that is normal for a business of your size and industry.
3. Each request, one issue
- Each ticket, call or email covers one issue. Unrelated requests are logged as separate tickets so nothing gets lost.
- Each request includes up to one hour of technician time. When an issue needs more, we tell you; complex work beyond that is handled as project work or at our hourly rate, agreed with you first.
4. How onsite support works
For plans that include onsite support, we follow a remote-first process, the same approach used by major hardware manufacturers for onsite service:
- Remote first. Every issue starts with remote investigation and diagnosis. Most problems are solved this way, and faster than a visit.
- Your team helps us diagnose. We may ask a staff member to check a cable, restart a device, read a light or a message, or run a short test while we are connected, following our instructions.
- We dispatch when remote work cannot fix it. Once remote diagnosis shows the issue needs hands on the equipment, we schedule a visit within Metro Vancouver during your support hours.
- Not part of unlimited onsite support: new computer set-up, office moves, cabling and project work. These are quoted separately.
Onsite visits are charged as a standard onsite visit when one of the situations below applies. A standard onsite visit is $150 per hour, with a one-hour minimum in the City of Vancouver ($150) and a two-hour minimum elsewhere ($300), plus the visit fee for your location:
- your staff did not help with remote diagnosis when asked, so we could not confirm a visit was needed;
- we were told our written instructions had been followed, and on site we find they were not; or
- we arrive and find no fault with the equipment or service reported.
5. What we ask of your team
- Be ready. Have access to the device, your password and your multi-factor sign-in device when a session starts.
- Stay available. We wait up to 5 minutes for a user to respond, approve a sign-in or unlock a device. Waiting beyond that, or a session interrupted by meetings or absence, counts as session time and may need a new appointment.
- Allow restarts. When a fix needs a restart, please allow it when we ask. Postponing it can mean rescheduling the session.
- Follow instructions. For simple tasks a user can do, we send clear step-by-step instructions instead of taking over the computer (see section 6).
6. Simple tasks: instructions first
For tasks a standard user can do with access they already have, we provide instructions by email or chat, and stay available for questions:
- resetting your own password, signing in to Microsoft 365, Outlook or Teams;
- re-adding email to Outlook or a phone, adding a signature or an automatic reply;
- reconnecting to Wi-Fi, restarting a device, installing Office from the Microsoft 365 portal;
- adding a printer whose driver installs automatically, checking storage, clearing the browser cache, running Windows Update.
If a user declines the instructions and asks for a technician to do the task without a valid reason, the session is charged at our hourly rate with a 15-minute minimum.
7. Declined help and repeated issues
- Declined help. If a user asks for support, declines to follow our instructions or closes the request, and later asks again for the same issue, the new request is handled as a continuation and may be charged with a 15-minute minimum.
- Issues that keep coming back need a permanent fix. When the cause is on the client side, for example a hard drive that is nearly full, a computer that is old or out of warranty, unsupported software, or a habit that keeps causing the same problem, we fix it free once or twice and tell you what will fix it for good (for example a larger drive or a replacement computer). If you choose not to fix the cause, later requests for the exact same issue are out of scope of unlimited support and are charged per occurrence, with a 15-minute minimum.
- Other patterns we review with you: very frequent tickets for minor tasks, reopening resolved tickets without a new problem, repeated reinstalls or recoveries (more than three in a quarter), repeated password resets, requests marked urgent that are not, and support shared with people who are not covered users.
8. After hours and emergencies
- Unlimited support runs during your plan's support hours, excluding BC statutory holidays.
- After hours, we respond to business-critical outages on covered systems. Non-urgent after-hours requests are handled the next business day or, if you ask for them after hours, charged at our after-hours rate.
9. Not covered by unlimited support
- Project work: any change that affects your whole business (for example a new sign-in or security policy for everyone, a licence change for all staff, a new system or platform), building or migrating systems, new servers, new SharePoint sites or intranets, office moves, cabling, new-system rollouts and cybersecurity projects, priced case by case with a written estimate before any work starts.
- Out-of-scope support: devices, users or systems not on your Supported inventory, at $100 per hour in 15-minute increments, confirmed before we start, or added to your inventory at the matching price with your approval.
- Training beyond short how-to answers (paid training is available), and work for third parties (your contractors' own equipment, your clients' systems) unless agreed.
- Sustained usage far above normal, for example one user generating as much support as a whole team, month after month.
10. How we apply this policy
- We tell you first. When we treat a request as out of scope or chargeable, you receive a written notice with the reason and the estimated cost before work continues. You can always ask us to confirm coverage before we start.
- We look for the fix. For patterns of heavy or repeated use we share the numbers and propose a remedy: a root-cause repair, an upgrade, training, or adding the item to your inventory.
- We agree changes with you. Moving work to project rates or reviewing your price is agreed with you in writing. If a pattern continues after written notice, we may bill the affected requests hourly, recommend a different plan, or, as a last resort, end the agreement with written notice as your agreement allows.
- Regular reviews and pricing updates. We review your Supported inventory and support usage with you at regular intervals. Hexafusion reserves the right to update pricing if the services, users, systems or our supplier costs change. We give you 30 days' written notice before any change takes effect; a rate advertised as locked for your term stays locked, and only changes in what we support or in third-party costs passed through (such as licences) can change your invoice during the term.
11. Questions
- Email: [email protected]
- Phone: (604) 332-1500
- Hexafusion IT Solutions · 250 - 997 Seymour St, Vancouver, BC V6B 3M1, Canada
Your signed service agreement controls if it differs from this policy. See also our plans and Terms of Service.