Helpdesk & End-User Support
Your staff call or email when something is not working. We respond in committed times, resolve the issue, and track it as a request. The day-to-day work that keeps a Burnaby office actually working.
Fully Managed IT Department · Burnaby, BC
Managed IT for Burnaby Businesses
Managed IT is a full outsourced IT department. Helpdesk, 24/7 monitoring, cybersecurity, Microsoft 365 administration, network and Wi-Fi, backup and recovery, vendor management, hardware procurement, and strategic planning. One scope, one team, one flat monthly rate. Full ownership of IT for Burnaby businesses from Metrotown to the Big Bend industrial corridor.
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 · one predictable monthly plan covers help desk, security and vendors, with procurement assistance on every plan and IT planning on Enterprise · technology reviews on every plan.
Scope Coverage
Full IT department in scope: ops, security, strategy, vendors.
Pricing Model
Flat monthly rate. Scales with your unit count. One unit is one user, one computer and one email address, and we count whichever is highest. For example, 10 staff with 10 computers and 15 licensed email accounts (10 for staff, 5 for board members or contractors) count as 15 units.
Onboarding
Full environment documented within 30 days. The doc is yours.
In plain terms: Multi-factor authentication (MFA) adds a second step at sign-in, so a stolen password alone cannot open a staff account.
Coverage Areas
Metrotown, Brentwood, Lougheed, BCIT, SFU, Glenlyon, Riverway, Big Bend, Boundary Road
What a Fully Managed IT Department Covers in Burnaby
Six pillars run as one engagement, with one accountable team. There is no second vendor to call when something crosses a boundary. There is no question about which line of the invoice applies. The plan is the IT department.
In plain terms: A security operations centre (SOC) is a team of security analysts that monitors and responds to threats 24/7, reducing the time an attacker has inside the organization. Endpoint detection and response (EDR) watches every computer for attacks and stops them on one device before they spread across the organization. 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.
24/7 Monitoring, Cybersecurity & security operations centre (SOC)
Server and device monitoring around the clock. EDR on every device, managed detection and response (MDR) coverage on every plan, and a documented incident-response runbook. The operations side of security under the same predictable monthly plan.
Vendor & Contract Management
Internet service provider (ISP), telecom, line-of-business software, hardware distribution. We hold the relationships, take the support calls, and negotiate renewals so your leadership stops being the switchboard for vendor escalations.
Hardware Procurement & Lifecycle
Dell authorized reseller, plus authorized channels for Lenovo, Apple, Microsoft Surface, and networking gear. Laptops arrive pre-imaged, security-baselined, and ready to power on. Lifecycle replacement is budgeted on the roadmap.
Onboarding & Offboarding Workflow
New hires get accounts, hardware, MFA, and access on day one. Departures trigger documented account disablement, device retrieval, and data preservation. HR sends one form, we handle the rest.
Virtual chief information officer (vCIO) Strategy & QBR Cadence
A virtual CIO at the leadership table on the Enterprise plan. Quarterly business reviews with a real PDF report. Strategy is part of the department, not an add-on.
Industries We Run IT For in Burnaby
A fully managed IT engagement looks different for a manufacturer in Big Bend than it does for an accounting firm in the Metrotown towers. Scope, vendor mix, hardware mix, and security profile are tuned to your industry, not pulled off a template shelf.
Manufacturing and Industrial
Office IT, shop-floor OT, ruggedised devices, ERP and MRP support, and shift-aware coverage for Big Bend, Marine Way, and Boundary Road operations.
Technology and Software
Full-stack IT for SFU and BCIT spinouts, Discovery Park tenants, and Brentwood tech offices that need IT to scale alongside engineering headcount.
Healthcare and Clinics
Full IT ownership for multi-site clinics near Burnaby Hospital, Edmonds, and the Lougheed corridor. EMR support, imaging integration, and BC PIPA-aware operations.
Professional Services
Accounting, legal, and consulting firms in the Metrotown towers and the Beresford corridor that want one IT department, not three vendors and a part-time hire.
Retail and Commercial
Multi-site retail with POS, payment platforms, and corporate-network handoffs at Metropolis at Metrotown and The Amazing Brentwood.
Education-Adjacent Organisations
Training providers, non-profits, and research-adjacent organisations near SFU Burnaby Mountain and BCIT operating on grant-funded technology cycles.
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.
- 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. Phishing is a fake email or message designed to trick staff into giving away passwords or money.
- 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 sanitisation 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 Burnaby
Hexafusion is led by founder Alex Barari, a former PCI DSS Internal Security Assessor with 15+ years in enterprise IT and cybersecurity. The managed-IT engagement is delivered by a Vancouver-based team that owns the whole relationship. There is no offshore tier-one queue, no franchised regional escalation chain, no script handed to a stranger when the issue gets hard.
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-summarised 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 Burnaby businesses choose Hexafusion for managed IT
- One scope, one team. Helpdesk, security, vendors, procurement assistance on every plan, and IT planning on Enterprise under one roof and one contract.
- Predictable monthly budget. Monthly rate scales with your unit count. Unlimited remote support on Managed and above. Clear, predictable invoices.
- Documented environment. Full environment documentation in 30 days. The documentation belongs to you.
- Real service level agreements (SLAs). Initial response within 15 minutes. Critical issues within 1 hour. Many issues are resolved the same day.
- Elastic headcount. Pricing scales monthly with staff changes inside documented bands. No annual lock-in surprises when the team grows or contracts.
- 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 managed IT quote for your Burnaby business
Tell us about your headcount, your environment, and your year. We respond within one business day with a custom fixed monthly quote that covers the full department.
Service level commitments for Burnaby managed IT
Initial response
Within 15 minutes
Every request acknowledged by a real technician within 15 minutes during coverage hours. Not an automated reply.
Documentation complete
Within 30 days
Full environment documentation, network diagrams, vendor list, and credential inventory delivered within 30 days of onboarding. The documentation belongs to you.
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.
Offboarding transition
30 days included
If you ever leave, 30 days of transition support are included. Documentation, credentials, and accounts handed over cleanly to your next provider.
A real technician responds within 15 minutes during your coverage hours on every plan. Many issues are resolved the same day, and we work directly with your vendors, carriers and manufacturers when they are involved. On-site visits are billed by the hour plus travel on Protect and Managed.
Related Hexafusion resources
Sibling Burnaby pages and the Vancouver managed-IT peer referenced above.
