Helpdesk and IT Support
Your staff calls or emails us when something is not working. We respond within our committed timeframes, resolve the issue, and track everything to a ticket. No more chasing down a technician or waiting for callbacks.
Managed IT ยท Burnaby, BC
IT Support for Burnaby Businesses
Hexafusion supports businesses across Burnaby's commercial and industrial areas, including Metrotown, Brentwood Town Centre, Lougheed, and the Big Bend / Boundary Road industrial corridor. We provide managed IT, cybersecurity, and on-site support for Burnaby companies of all sizes.
Hexafusion at a glance for Burnaby businesses. Vancouver-based since 2020 · downtown office at 997 Seymour Street · Dell authorized reseller · Microsoft Solutions Partner · founder is a former PCI DSS Internal Security Assessor · on-site service across 14 Lower Mainland municipalities including Burnaby · flat-rate managed plans with a 60-second initial ticket response.
On-Site Response
On-site support across Burnaby typically within 1-2 hours.
Remote Monitoring
24/7 proactive monitoring for all clients
Helpdesk Response
Critical issues: 1 hour response. Standard: 1 business day response.
Coverage Areas
Metrotown, Brentwood Town Centre, Lougheed, Edmonds, Big Bend, Boundary Road, Capitol Hill, and South Burnaby industrial
What We Provide in Burnaby
All services are available to Burnaby clients on a flat monthly rate. No hourly billing, no surprise invoices.
24/7 Monitoring and Alerting
Our systems watch your servers, workstations, and network devices around the clock. Issues are flagged and addressed before they affect your business.
Cybersecurity and Endpoint Protection
Endpoint detection and response (EDR) software on all devices, managed firewall, email security (DMARC, DKIM, SPF, anti-phishing), multi-factor authentication (MFA) setup, and regular security reviews.
Microsoft 365 and Google Workspace
Full administration of your email, SharePoint, OneDrive, Teams, and Azure Active Directory environment. Migrations, licensing, and day-to-day support included.
Backup and Disaster Recovery
Managed backups with documented retention policies and quarterly restore testing. You know your data is actually recoverable before you need it.
On-Site Support and Projects
Network infrastructure, server room work, office moves, new hardware deployment, and any project that needs someone physically on-site in Burnaby.
Industries We Serve in Burnaby
Burnaby businesses in the industrial areas often have specific IT needs: older on-premise systems, specialty equipment, and networks that were built incrementally. We have hands-on experience stabilizing these environments and modernizing them incrementally without disrupting day-to-day operations.
Manufacturing and Industrial
Facilities in the Big Bend and Boundary Road corridor with servers, operational devices, and complex network requirements.
Technology and Software
Burnaby is home to major tech employers. We support smaller tech-adjacent companies that need reliable IT without a full-time team.
Healthcare and Clinics
Medical practices, physiotherapy clinics, and dental offices across residential and commercial areas.
Professional Services
Accounting firms, legal offices, and consultancies near Metrotown and Brentwood.
Retail and Commercial
Retail operators and commercial businesses in Burnaby's major shopping districts.
Education-Adjacent Organizations
Training companies and non-profits operating near SFU and BCIT.
Compliance-Ready IT Baseline for Burnaby Businesses
Every Burnaby business we onboard receives a documented security baseline aligned to the Canadian Centre for Cyber Security baseline controls and the requirements your cyber insurance carrier is asking about on renewal questionnaires. This is the same baseline we apply to our own infrastructure, not a stripped-down small-business version.
- Identity and access. Microsoft Entra ID with Conditional Access policies, multi-factor authentication (MFA) enforcement on every account, and compliant-device sign-in checks.
- Endpoint protection. Endpoint Detection and Response (EDR) on every Windows, Mac, and mobile device, deployed and active before the user receives the laptop.
- Disk encryption. BitLocker on Windows and FileVault on Mac, key-escrowed centrally so a lost device does not become a data breach.
- Email hardening. SPF, DKIM, and DMARC alignment plus anti-phishing and impersonation-protection rules tuned to your industry.
- Backup and recovery. Managed backups with documented retention and quarterly restore tests so you know recovery actually works before an incident.
- BC PIPA and PIPEDA aware. Audit logging, role-based access, and breach-notification process documentation kept up to date with the current Office of the Privacy Commissioner of Canada guidance.
Hardware Procurement and Lifecycle Support in Burnaby
Hexafusion operates as a Dell authorized reseller and full-service IT supplier for Burnaby businesses, with access to authorized Canadian distribution channels for Lenovo, Apple, Microsoft Surface, and networking gear from Cisco Meraki, Fortinet, SonicWall, Ubiquiti, Aruba, and Juniper. Procurement is part of the managed service, not a sales transaction. Every laptop arrives at the user pre-imaged with the security baseline above, enrolled in Microsoft Autopilot, and ready to power on.
At end-of-life we handle decommissioning with the same care as deployment. Drive sanitization follows NIST Special Publication 800-88 guidelines (cryptographic erasure for SSDs, multi-pass wipe for spinning drives), every retired device generates a serial-numbered certificate of destruction for your PIPEDA breach-notification record-keeping, and devices beyond economic refurbishment are recycled through programs accredited by the Electronic Products Recycling Association (EPRA Canada).
Who you actually work with in Burnaby
Hexafusion is led by founder Alex Barari, a former PCI DSS Internal Security Assessor with 15+ years in enterprise IT and cybersecurity. We are not a national franchise reading from a playbook written somewhere else. Every Burnaby client is supported by the same Vancouver-based team that designs the security baseline, reviews the alerts, and shows up on-site when remote troubleshooting hits a wall.
Our quarterly business review (QBR) is a real strategic report, not a generic newsletter: engagement health score, financial recap, onboarding progress, renewal calendar, and an AI-summarized executive paragraph delivered as a PDF to every client at the end of every calendar quarter. See the QBR page for a worked example.
Why Burnaby businesses choose Hexafusion
- Local team. We're based in Metro Vancouver and can be on-site when it matters.
- Flat-rate pricing. One monthly rate that covers everything in scope. No surprise invoices for regular support.
- Documented environment. Within 30 days of onboarding, we document your full environment. That documentation is yours to keep.
- Real service level agreements (SLAs). We commit to response times in writing. Critical issues within 1 hour. Everything else within 1 business day.
- Security included. EDR, managed firewall, and email security are standard, not add-ons.
- Transparent offboarding. If you ever leave, we give you 30 days of transition support and hand over everything cleanly.
We also serve: See all service areas →
Get a quote for your Burnaby business
Tell us about your team and environment. We respond within one business day with a custom flat-rate quote.
Response & resolution times for Burnaby businesses
Initial ticket response
Within 15 minutes
Every ticket acknowledged by a real engineer within 15 minutes during coverage hours. Not an automated reply.
Emergency on-site (Burnaby)
Within 1 hour 30 minutes
Drive time from our downtown Vancouver office (997 Seymour St, Suite 250). Most issues are resolved remotely in minutes without a site visit.
Resolution (Professional & Enterprise)
Same day
Where Hexafusion manages your network infrastructure, issues are resolved the same business day, barring force-majeure events.
Remote support
Immediate
Most business-hours incidents are handled start to finish through secure remote access, no travel needed.
15-minute initial response applies to all plans during contracted coverage hours. Emergency on-site windows are targets, not guarantees, and depend on traffic, weather, and bridge conditions. Resolution time varies by the nature of the issue and your plan tier. Same-day resolution applies to Professional and Enterprise clients where Hexafusion manages the network infrastructure and the issue is within our scope. Vendor escalations, hardware RMAs, carrier outages, and other third-party dependencies can extend resolution. Force-majeure events (natural disasters, wide-scale internet or power outages, declared emergencies) are handled on a best-effort basis.
Related Hexafusion resources
Deep-dive pages on the cybersecurity and compliance topics referenced above.