Real Prices. Real Engineers. No Ticket Traps.

What happens if I have more than 12 endpoints?

Add-ons. Each additional endpoint costs $45/mo on Essentials, $65/mo on Standard, or $95/mo on Priority. You pay only for what you add. There is no penalty for growing.

Why does Standard and Priority require Microsoft 365 Business Premium?

M365 Business Premium includes Defender for Endpoint, Defender for Office 365, Intune Mobile Device Management, and Entra ID P1 Conditional Access. These are the foundation of the security stack we deliver on Standard and Priority. Requiring Business Premium lets us deliver enterprise-grade security at small business pricing.

Can I switch plans later?

Yes. Plan changes take effect at the start of your next billing cycle with 14 days notice. Upgrades can happen mid-month if there is an urgent need (for example, you just signed a cyber insurance policy that requires the Standard stack).

What is the contract term?

12 months standard, with 30-day exit clause after month 6 for any reason. Multi-year prepayment available with 5% discount for 24 months, 10% for 36 months.

What if my engineer is unavailable when I need help?

On Standard you have a named account manager plus a backup engineer. On Priority you have a named senior engineer plus 24/7 SOC coverage. Tickets are never single-engineer dependent.

How does on-site support work?

On Essentials and Standard, on-site visits are billed at $149 callout + $99/hour. On Priority, on-site visits within the Lower Mainland are included as part of the plan (within fair-use). We cover 14 municipalities from White Rock to Maple Ridge.

What happens at onboarding?

First 30 days are an active discovery and security baseline phase. We map every asset, build documentation, harden security configurations, and produce a written remediation plan. The onboarding month is billed at standard rates as a service delivery item.

What is your relationship with the cheaper $50/user MSPs?

We are not them. We are a Vancouver-based managed services provider with a different value proposition. If absolute lowest price is the only criteria, those competitors may work for you. If you also care about Multi-Factor Authentication, modern Endpoint Detection and Response, predictable billing without ticket overages, and engineers who can drive to your office, Hexafusion is the right fit.

How does Break/Fix differ from your monthly plans?

Break/Fix is pay-as-you-go support with no installed applications and no SLA. We do not deploy any monitoring agents, security tools, or patch management software on your devices. When you call, we respond on a best-effort basis subject to technician availability. Customers on monthly plans are always served first because their plan includes guaranteed response times. If you need priority response, proactive monitoring, security stack management, or any form of SLA, you must enroll in Essentials, Standard, or Priority. Think of Break/Fix as "call when something breaks" and the monthly plans as "we make sure things don't break."

What happens if I'm on Break/Fix and my issue is urgent?

We respond as fast as the next available technician permits, but there is no guaranteed turnaround. During busy periods (cyber incidents, holiday weeks, after a major Microsoft update) Break/Fix requests may queue behind monthly plan customers who have contractual SLAs. If your business cannot tolerate this uncertainty, the smallest monthly plan (Essentials at $599) is the right floor.