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 ticket. No more chasing a technician.
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 flat-rate managed IT, cybersecurity, and on-site support with no surprises on your invoice.
On-Site Response
Emergency on-site in downtown Vancouver within 1 hour. Initial ticket response within 15 minutes.
Remote Monitoring
24/7 proactive monitoring for all clients
Helpdesk Response
Critical issues: 1 hour. Standard: 1 business day.
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 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) 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 for privacy, PHIPA for health records, 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.
Why Vancouver businesses choose Hexafusion
- Local team. We are 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, your full IT environment is documented. That documentation is yours to keep.
- Real 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 Essential and Professional 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
All Vancouver clients land on one of three tiers. Every tier includes unlimited helpdesk, 24/7 monitoring, and flat-rate billing. The difference is in the depth of security, the speed of response, and the level of strategic oversight.
Essential
For small teams getting started
Helpdesk, remote monitoring, patching, backup, Microsoft 365 or Google Workspace admin, and antivirus on every device. Response within one business day for standard tickets. Good fit for teams of 5 to 15 users with standard office workloads and no heavy compliance overlay.
Professional
Most Vancouver clients land here
Everything in Essential, plus endpoint detection and response (EDR), managed firewall, email security (DMARC, DKIM, SPF, anti-phishing), multi-factor authentication (MFA) everywhere, quarterly restore testing, and one-hour emergency response. Fits the cyber insurance baseline most BC underwriters now require. Typical for teams of 15 to 75 users.
Enterprise
For regulated or complex environments
Everything in Professional, plus 24/7 managed detection and response (MDR) with a human security operations centre, annual penetration testing, documented incident response runbooks, quarterly business reviews, and virtual CIO (vCIO) services. Built for clients with FINTRAC, PIPA healthcare duties, or strict cyber-insurance underwriting.
Frequently asked questions
How fast can a technician get on-site in Vancouver?
From our downtown office at 250-997 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 flat-rate and hourly IT support?
Flat-rate means you pay one predictable monthly fee that covers all in-scope support, monitoring, and security. Hourly means you pay per ticket, which rewards reactive service and produces surprise invoices. Hexafusion only sells flat-rate 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. 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 Professional 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 do not provide legal or compliance opinions, only the technical controls.
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 coverage. We meet monthly to review tickets 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 flat-rate quote.
Response & resolution times for Vancouver 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 (Vancouver)
Within 1 hour
Drive time from our downtown Vancouver office. 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 within 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.