No guesswork
What Happens After You Contact Us
From your first message to fully managed IT support , here is exactly what to expect, step by step. No long waits, no surprises, and no disruption to your team.
Same-day response
Every inquiry is reviewed and responded to within one business day, usually within hours.
Named contact from day one
You speak with a real person, not a ticket system. Your contact stays consistent throughout.
Environment documented in 30 days
Full network map, asset inventory, software list, and security baseline within your first month.
Support from day one of onboarding
Your team can log tickets from the moment monitoring tools are deployed , not after a waiting period.
The process, start to finish
Three phases, clearly defined. You always know where things stand.
Day 1 - Within hours
You send us a message or call
Use the quote form, contact form, or call us directly at (604) 332-1500. Tell us about your business, team size, and what is not working today. The more detail you include, the faster we can prepare something useful for you.
Day 1 - Same business day
We review your inquiry
A member of our team reads your submission, looks at your business, and prepares for the conversation. We do not send a generic auto-reply and disappear. If something in your message requires urgent attention, we flag it immediately.
Days 1–2 - Scheduled at your convenience
Discovery call (20–30 minutes)
A short call with no sales pressure. We want to understand:
- What your environment looks like today (users, devices, servers, cloud tools)
- What your biggest pain points are right now
- What your industry and compliance requirements are
- What you have tried before and why it did not work
You ask us questions too. We are straightforward about what we can and cannot do for your specific situation.
Days 3–5 - Delivered in writing
Custom proposal
Based on the discovery call, we prepare a written proposal that includes the recommended service tier, what is covered, monthly pricing, and a clear scope of work. No vague language, no hidden add-ons. If you want changes, we revise it , there is no pressure to sign immediately.
Within 3 business days of signing
Onboarding kickoff
We schedule an onboarding call with your key contacts , whoever manages IT day-to-day plus your decision-maker. We review the scope, set expectations, and agree on the first two weeks of activity. You get a named primary contact from this moment forward.
Week 1 - Remote or on-site
Environment audit and tool deployment
We connect to your environment and begin the assessment. This includes:
- Deploying our remote monitoring and management (RMM) agent on all computers and servers
- Installing endpoint security (EDR) on all devices
- Reviewing your Microsoft 365 or Google Workspace configuration
- Auditing firewall rules and network configuration
- Identifying immediate security gaps or risks that need addressing in week one
Week 2 - Helpdesk goes live
Support begins for your team
Your staff receive instructions on how to reach us (email, phone, and ticketing portal). From this point, all support requests are handled by our team under the SLAs in your agreement. Day-to-day issues are triaged by priority and resolved within committed timeframes.
Within 30 days
Full environment documentation complete
By end of month one, your environment is fully documented in our systems:
- Network map and topology diagram
- Hardware asset register with warranty and end-of-life dates
- Software inventory and licence tracking
- Vendor and ISP contacts
- Credentials vault (securely stored, accessible to your team)
- Security posture baseline
This documentation is yours. If you ever leave, you take it with you.
Continuous
24/7 monitoring and proactive maintenance
Our systems watch your environment around the clock. Patch cycles are managed on a regular schedule. Security alerts are reviewed by our team. If something needs attention before you notice it, we act first and tell you afterward.
Continuous
Helpdesk support within SLA
Your team submits issues via email, phone, or the ticketing portal. Critical issues (system down, security incident) receive a response within 1 hour. High priority within 4 hours. Standard requests within one business day. All tickets are tracked to resolution.
Every 90 days
Technology Business Review (TBR)
Every quarter, we sit down with your decision-maker to review:
- What happened over the past 90 days (tickets, incidents, trends)
- Current security posture and any new risks
- Hardware nearing end of life that should be planned for
- Upcoming projects or changes in your business that affect IT
- A 12-month IT roadmap aligned to your budget
The TBR keeps your technology strategy aligned with your business goals , not just reactive to problems.
Common questions about getting started
How long does onboarding take?
Most businesses are fully onboarded , monitoring deployed, helpdesk live, and environment documented , within 3 to 4 weeks. Larger or more complex environments may take up to 6 weeks. Your team can submit support requests from week two onward.
Will there be any disruption to our staff during the transition?
Very little. Deploying our monitoring and security tools is done in the background and does not interrupt normal computer use. If any on-site work is needed (network changes, server access), we coordinate it outside business hours or during a scheduled maintenance window.
What if we already have a current IT provider?
We handle the transition. Once you give us notice to your previous provider, we coordinate directly to request documentation, credentials, and access transfers. Most transitions complete with minimal overlap and no gap in coverage.
What if we are not ready to commit to a full managed IT plan?
No problem. We can start with a discovery conversation and a proposal at no cost. If the timing is not right, there is no pressure. We would rather earn your business when the fit is right than push for a contract before you are confident.
What happens to our data and documentation if we ever leave?
Everything belongs to you. All documentation, your Microsoft 365 licences, and your credentials are yours. When you leave, we provide a 30-day transition period and hand over everything in an organized format for your next provider.
Ready to get started?
Send us your details and we will respond within one business day. No obligation, no long contracts to review upfront.