Leaving an incumbent provider is the part people worry about most. It is routine work.
Can you take over from our current IT provider?
Yes, and we do it regularly. We deal with the outgoing provider ourselves to get documentation, licences, and admin credentials handed over properly — that hand-off is where most transitions go wrong. Done right, your staff notice the switch only because things start working.
How long does onboarding take?
Two to three weeks for most clients. The first stretch is discovery — we document what you actually have, which is rarely what the previous notes claim. Monitoring and management tooling goes on after that. You should feel the difference before we have finished.
Do you lock clients into long-term contracts?
Agreements are usually annual, and leaving one is not made deliberately painful. We would rather keep you because the work is good than because the paperwork is tight. Most clients stay for years, which we take as the better scoreboard.
Is there an onboarding fee?
Yes, one time. It pays for discovery, documenting what you already have, and deploying our monitoring and management tooling. It scales with the size — and honestly, the tidiness — of the environment we inherit. It appears as a line item in the proposal, never as a surprise afterwards.
How support actually works
Who picks up, how fast, and who turns up when it cannot be fixed down a wire.
Managed or Co-Managed — which one do we need?
Managed means we are your IT department, from password resets to procurement. Co-Managed means you already have someone internal and we build around them — after-hours cover, a second pair of hands on projects, or depth in an area they do not cover. Tell us who you have in place and we will tell you honestly which one fits.
How fast will someone pick up?
Urgent issues get a human quickly — usually within minutes in business hours. The more useful number is how many never reach you at all: round-the-clock monitoring catches a good share of them before anyone thinks to file a ticket.
Where do you actually go on site?
We have staff in Metro Vancouver and the Edmonton area for on-site work, and we support remotely from there. If you have a satellite office somewhere we cannot drive to, we will say so up front rather than after you have signed.
Mac, Windows, and hardware
The part of this we are least willing to be modest about.
Do you really support Mac and Windows equally?
Yes, and we can show the paperwork: authorised Apple Reseller, Apple Technical Partner, and Apple Certified Support Professional, running Jamf Pro and Mosyle on the Apple side alongside Windows and Microsoft 365. Most of our clients run a mix of both, which is precisely why we do.
Can you supply our Apple hardware?
We can. As an authorised Apple Reseller we source Macs, iPads, iPhones, and accessories anywhere in Canada. If you want, they ship enrolled in Apple Business Manager and configured to your standard build, so the box arrives ready to hand to a new starter.
What it costs
Full plans and an estimator live on the pricing page. These are the questions it does not answer.
What counts as a "user"?
A person, not a device. If someone works off a MacBook, a Windows desktop, and an iPhone, that is still one user. Shared machines — a reception PC, a warehouse terminal — get priced separately, and we sort that out while scoping you rather than afterwards.
What is not in the monthly fee?
Third-party licences (Microsoft 365, Adobe, and the rest) and hardware are billed separately. Big one-off work — an office move, a network rebuild — gets scoped and quoted on its own. Day-to-day support labour is never billed on top; a fixed monthly fee that still meters your tickets is not a fixed monthly fee.
Do you discount for non-profits?
We do — there is a reduced rate for registered non-profits and charities. Tell us what you are working with and roughly what the budget looks like, and we will put a number together.
Still stuck on something?
If the answer you need is not up there, it is probably specific to your setup — which is the sort of thing worth a conversation rather than a paragraph.