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 in a request. Clear ownership of every request.
Managed IT ยท Vancouver, BC
IT Support for Vancouver Businesses
Hexafusion is a Metro Vancouver IT company supporting businesses across Downtown Vancouver, East Van, Kitsilano, Mount Pleasant, South Vancouver, and the West End. We provide predictable monthly managed IT, cybersecurity, and on-site support with no surprises on your invoice.
Hexafusion at a glance for Vancouver 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 Vancouver · predictable monthly plans with a 15-minute first response during business hours.
On-Site Response
Emergency on-site in downtown Vancouver within 1 hour. Initial response within 15 minutes.
Remote Monitoring
24/7 proactive monitoring for all clients
Helpdesk Response
Critical issues: 1 hour. Standard: 1 business day.
In plain terms: Microsoft Entra ID manages staff accounts and sign-in for Microsoft 365, so access can be granted and removed from one place.
Coverage Areas
Downtown, East Vancouver, Kitsilano, Mount Pleasant, South Vancouver, West End, Olympic Village, Gastown, Yaletown, and UBC / Point Grey
What We Provide in Vancouver
All services are available to Vancouver clients on a predictable monthly plan. Predictable monthly pricing per unit.
In plain terms: A firewall controls what traffic can enter and leave the office network, blocking attacks before they reach staff computers. Phishing is a fake email or message designed to trick staff into giving away passwords or money. Multi-factor authentication (MFA) adds a second step at sign-in, so a stolen password alone cannot open a staff account.
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 Device Protection
Endpoint detection and response (EDR) on all 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 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 Vancouver.
Industries We Serve in Vancouver
Vancouver businesses often face high staff turnover, complex compliance requirements (PIPEDA federally, BC PIPA provincially, FINTRAC for financial reporting), and growing cybersecurity risk. Our team has direct experience supporting businesses in all of these environments across the city.
Professional Services
Law firms, accounting practices, consultancies, and insurance brokers across the city.
Technology Companies
Software, SaaS, and digital agencies that need reliable infrastructure and security.
Healthcare Clinics
Medical and dental practices, specialists, and allied health providers.
Financial Services
Wealth management, mortgage brokers, and boutique financial firms.
Retail and Hospitality
Restaurants, retail shops, and hospitality businesses with multiple sites or locations.
Non-Profit Organizations
Charities and non-profits that need enterprise-grade IT at a manageable cost.
Compliance-Ready IT Baseline for Vancouver Businesses
Every Vancouver 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.
- Device 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. email authentication protections (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 Vancouver
Hexafusion operates as a Dell authorized reseller and full-service IT supplier for Vancouver 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 (secure data erasure suited to each drive type), 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 Vancouver
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 Vancouver 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 technology business review 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 once a year on Managed and Managed Pro, and every quarter on Enterprise. See the QBR page for a worked example.
Why Vancouver businesses choose Hexafusion
- Local team. We are based in Metro Vancouver and can be on-site when it matters.
- Predictable monthly pricing. One monthly rate that covers everything in scope. No surprise invoices for regular support.
- Documented environment. Within 30 days of onboarding, your full IT environment is documented. 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 agreed timeframes.
- 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.
Supporting Vancouver's business mix
Downtown and Yaletown
Vancouver's downtown core (Burrard, Yaletown, Gastown, Coal Harbour) holds most of the city's professional services, technology companies, and corporate headquarters. Building age here ranges from 1910 heritage stock along Water Street to Class A towers on Burrard. We know the building managers, the risers, and the fibre providers. Same-building on-site response is routine.
Mount Pleasant and Main Street
The Olympic Village, False Creek Flats, and the Main Street corridor host a dense mix of tech startups, creative studios, and architects. Power reliability is stronger than downtown, but the heritage brick buildings often have Wi-Fi and cabling constraints that need careful planning. We have done infrastructure refreshes in offices from 5 to 80 users here.
Kitsilano, West End, UBC
Smaller professional offices and health clinics dominate these neighbourhoods: lawyers, physiotherapists, dentists, consultants, boutique firms. Staff counts are often under 20, but compliance stakes are high. Our Managed and Managed Pro plans are tuned for exactly this profile.
East Vancouver and South Van
Commercial Drive, Victoria Drive, Fraser Street, and the industrial zones along Marine and Kent serve trades, light manufacturing, distribution, and food production. Many of these clients run mixed office and shop-floor networks with POS systems, time-clocks, or SCADA devices that need careful segmentation. We design these networks and keep them running.
What is included at each plan tier
Every client is on one of four plans. Every plan includes 24/7 monitoring, monthly updates and security software watched by a 24/7 security team; unlimited remote support during business hours starts on the Managed plan. The difference is how much hands-on work is included. Setting up anything new is charged on every plan.
Protect
For teams that handle their own support
24/7 monitoring, monthly Windows and Microsoft 365 updates, and security software on every computer watched by a 24/7 security team (EDR and MDR). With managed detection and response (MDR), security analysts watch alerts 24/7 and respond, so an attack at night is contained before the next business day. Any work by a technician is billed by the hour. No minimum.
Managed
Most Vancouver clients land here
Everything in Protect, plus unlimited remote support during business hours (subject to the Fair Use Policy), Microsoft 365 or Google Workspace administration for existing staff, cloud backup, AI email protection, cloud monitoring, IT documentation and a yearly online technology review. Minimum 10 units.
Managed Pro
For teams that need someone on site
Everything in Managed, plus on-site support in business hours, computer backup, a password manager, dark web monitoring, advanced email protection, security awareness training and phishing tests. The dark web is where criminals trade stolen passwords and data; monitoring it means leaked staff credentials are found and secured early. Minimum 25 units.
Enterprise
For regulated or complex environments
Everything in Managed Pro, plus 24/7 remote support, a dedicated technician, emergency response in business hours at no charge, a dedicated security team and security log system, single sign-on, IT planning (vCIO), quarterly technology reviews and up to 20 written IT policies. Built for clients with FINTRAC, PIPA healthcare duties, or strict cyber-insurance underwriting. Minimum 50 units, 12-month term.
Frequently asked questions
How fast can a technician get on-site in Vancouver?
From our downtown office at 997 Seymour Street, most parts of the City of Vancouver are under 30 minutes door-to-door. Downtown, Yaletown, Gastown, and the West End are typically 15 minutes. Our target for emergency on-site is one hour. Most incidents are resolved remotely in minutes without a site visit.
What is the difference between a monthly plan and hourly IT support?
A monthly plan means one predictable monthly investment that covers all in-scope support, monitoring, and security. Hourly means each request is billed separately, which rewards reactive service and produces surprise invoices. Hexafusion only sells predictable monthly because it aligns our interests with yours. We lose money when your environment breaks, so we prevent problems instead of billing for them.
Do you support businesses outside Vancouver proper?
Yes. We serve clients across Metro Vancouver including Burnaby, Richmond, Surrey, Coquitlam, Port Moody, North Vancouver, West Vancouver, New Westminster, and Delta. Remote support is available anywhere in Canada. On-site in other Lower Mainland cities is by appointment, typically same-day or next-day.
How does onboarding work?
Onboarding takes 30 days. Week one we discover and document your environment. Week two we install monitoring agents, enable endpoint detection and response (EDR), and configure backups. Week three we review security posture (multi-factor authentication, patch status, identity, email hardening) and close any critical gaps. Patching means security updates are installed every month and urgent ones as soon as they are released, closing the weaknesses attackers use most. Week four we confirm documentation and run the first monthly review. You own the documentation, regardless of whether you stay with us long-term.
What if we want to leave Hexafusion?
We include 30 days of transition support in every contract. We hand over documentation, credentials, agent removal, and assist with onboarding to your next provider. No penalty, no held-hostage data. Offboarding is written into the master services agreement.
Do you handle cybersecurity insurance requirements?
Yes. Most cyber insurance underwriters now require multi-factor authentication (MFA), endpoint detection and response (EDR), tested backups, and documented security policies as conditions of coverage. All of those are included in our Managed Pro and Enterprise plans. We can also complete insurer questionnaires on your behalf.
What compliance frameworks do you support?
Our controls align with PIPEDA, BC's Personal Information Protection Act (PIPA), and FINTRAC obligations for professional services. For healthcare clients we follow practices appropriate for health data protection. We also prepare clients for cyber insurance reviews and the Canadian Centre for Cyber Security baselines. We deliver the technical controls and work alongside your legal and compliance advisers.
Can you work alongside our existing IT team?
Yes. Co-managed IT is a common engagement model. Your internal team keeps ownership of strategy and business-specific systems while Hexafusion handles monitoring, helpdesk overflow, security operations, and after-hours support on request, at after-hours or extended-hours rates. We meet monthly to review requests and plan projects.
We also serve: See all service areas →
Get a quote for your Vancouver business
Tell us about your team and environment. We respond within one business day with a custom fixed monthly quote.
Response & resolution times for Vancouver businesses
Initial response
Within 15 minutes
Every request acknowledged by a real technician within 15 minutes during coverage hours. Not an autoresponder.
Emergency on-site (Vancouver)
Within 1 hour
Drive time from our downtown Vancouver office. Most issues are resolved remotely in minutes without a site visit.
Critical issue response
15 min to 1 hr
Hands-on attention to an issue that stops your business: within 15 minutes on Managed Pro and Enterprise (Enterprise with a dedicated response team, 24/7/365), 30 minutes on Managed and 1 hour on Protect.
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 and depend on traffic, weather, and bridge conditions. On-site visits are billed by the hour plus travel on Protect and Managed. Resolution time varies by the nature of the issue and your plan tier. Many issues are resolved the same day. Vendor escalations, hardware RMAs, carrier outages, and other third-party dependencies can extend resolution.
Related Hexafusion resources
Deep-dive pages on the cybersecurity and compliance topics referenced above.
