Helpdesk and IT Support
Your staff calls or emails us when something is not working. We respond within our service-level agreement, resolve the issue, and track everything to a ticket. No more chasing down a technician who never calls back.
Managed IT ยท Richmond, BC
IT Support for Richmond Businesses
Hexafusion supports businesses throughout Richmond, from City Centre and Steveston Village to the Sea Island / YVR corridor and Richmond's extensive industrial zones. We provide flat-rate managed IT, cybersecurity, Microsoft 365, and on-site support tailored to Richmond's diverse business community.
Hexafusion at a glance for Richmond 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 Richmond · flat-rate managed plans with a 60-second initial ticket response.
On-Site Response
On-site support across Richmond typically within 1-2 hours.
Remote Monitoring
24/7 proactive monitoring for all clients
Helpdesk Response
Critical issues: 1 hour. Standard: 1 business day.
Coverage Areas
City Centre, Steveston, Sea Island / YVR, Bridgeport, East Richmond industrial, South Arm, and Garden City
What We Provide in Richmond
All services are available to Richmond clients on a flat monthly rate. No hourly billing, no surprise invoices.
24/7 Monitoring and Alerting
Our monitoring tools watch your servers, workstations, and network devices around the clock. Issues are flagged and resolved before they cause downtime.
Cybersecurity and Endpoint Protection
Endpoint detection and response (EDR) software on all computers and devices, managed firewall, email security (DMARC, DKIM, SPF, anti-phishing), multi-factor authentication (MFA) deployment, and regular security reviews.
Microsoft 365 and Google Workspace
Full administration of your email, SharePoint, OneDrive, Teams, and Entra ID (formerly Azure AD) environment. Migrations, licensing, and day-to-day support included.
Backup and Disaster Recovery
Managed backups with documented retention policies and quarterly restore testing. You will know your data is 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 Richmond.
Industries We Serve in Richmond
Richmond businesses often support multilingual teams and operate extended hours. We have experience with diverse business environments and work with clients who need flexible support windows and service coordination in English, Mandarin, and Cantonese.
Import, Export, and Logistics
Businesses operating near YVR and Bridgeport with complex inventory, communication, and compliance requirements.
Hospitality and Food & Beverage
Richmond's restaurant industry and food manufacturers with point-of-sale, connectivity, and operational IT needs.
Manufacturing and Warehousing
Industrial businesses in East Richmond and Bridgeport needing stable networks and server support.
Professional Services
Accounting, legal, and consulting practices in City Centre and commercial areas.
Healthcare Clinics
Medical and dental clinics serving Richmond's large residential population.
Retail
Retail businesses in City Centre, Aberdeen, and along No. 3 Road.
Compliance-Ready IT Baseline for Richmond Businesses
Every Richmond 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 Richmond
Hexafusion operates as a Dell authorized reseller and full-service IT supplier for Richmond 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 Richmond
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 Richmond 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 Richmond businesses choose Hexafusion
- Local team. We are based in downtown Vancouver (997 Seymour Street) and can be on-site in Richmond within 90 minutes.
- Flat-rate pricing. One monthly rate that covers everything in scope. No surprise invoices for regular support.
- Documented environment. Within 30 days of onboarding, your full environment is documented. That documentation is yours to keep.
- Real SLAs (service-level agreements). We commit to response times in writing. Critical issues within 1 hour. Standard issues within 1 business day.
- Security included. Endpoint detection and response (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 Richmond business
Tell us about your team and environment. We respond within one business day with a fixed monthly quote for your environment.
Response & resolution times for Richmond businesses
Initial ticket response
Within 15 minutes
Every ticket acknowledged by a real engineer within 15 minutes during coverage hours (not an autoresponder).
Emergency on-site (Richmond)
Within 1 hour 30 minutes
Drive time from our downtown Vancouver office (997 Seymour Street). Most issues are resolved remotely in minutes, no site visit needed.
Resolution (Professional & Enterprise)
Same day
Where Hexafusion manages your network infrastructure, we resolve issues 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.
Response time (15 minutes) 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.