IT Support Services for Canadian Businesses

IT support is the reactive, responsive layer: it staffs the help desk, fixes problems when they happen, and dispatches on-site when needed. Managed IT services add the proactive and strategic layer on top: technology roadmap, IT budgeting, virtual CIO input, vulnerability scanning, vendor procurement, and quarterly business reviews. Put differently, IT support keeps the lights on; managed IT decides what lights you should have. Many Fusion clients start with support and graduate to a managed contract as they grow.

Fusion prices by user, per month. Co-managed runs $130 to $180 per user when you keep an internal IT lead and we add help-desk depth and after-hours coverage. Fully managed runs $160 to $200 per user when we run the whole program. Break-fix work, for comparison, costs $150 to $250 per hour with no 24/7 cover and no documentation. Your exact figure depends on team size, setup complexity, and your compliance framework. There are no add-on fees for after-hours calls or on-site visits inside the three coverage regions.

Response times are tiered by severity. P1 (business down, server offline, ransomware signal) runs on a 1-hour critical response SLA with an engineer on the ticket fast. P2 (one user blocked) is a 1-hour response. P3 (workaround exists, non-critical) is 4 hours. P4 (change request, new-hire setup) is next business day, with 4-hour on-site coverage across the GTA and Metro Vancouver. Every SLA commitment is in writing and visible in the client portal.

Yes to both. On-site dispatch is included for the GTA, Hamilton and the Golden Horseshoe, and Metro Vancouver, with a 4-hour on-site SLA for critical incidents and 24-hour scheduling for routine work like hardware swaps. After-hours coverage is included in every plan: Canadian-resident engineers staff evenings, weekends, and statutory holidays, and a P1 opened at 11 p.m. Friday carries the same SLA as a Tuesday-morning ticket. We never route after-hours calls to voicemail or a US-based call centre.

We name them up front, because vague tooling creates real security gaps. Every managed device gets NinjaOne RMM for remote monitoring and patching, Huntress managed detection and response, SentinelOne endpoint protection, Keeper for shared credentials, and Fortinet at the network edge. Ticketing runs on ConnectWise PSA. Your team doesn’t need to learn any of it; we run it and map the controls to CIS Controls v8.1 and NIST CSF.

Fusion supports legal, financial services, healthcare, SaaS and technology, professional services, and construction. PIPEDA, Canada’s private-sector privacy law, applies to most businesses; Ontario’s PHIPA governs health information; BC’s PIPA covers BC organizations. We build the compliance documentation into the engagement from day one, not as a separate add-on. Bill C-27 / AIDA is still proposed and not yet enacted, so we plan around the frameworks that apply to your sector today.

Yes. Remote IT support is available across Canada. The three offices provide on-site capability, but most daily support for any Canadian business is handled remotely through our help desk, ConnectWise ScreenConnect sessions, and NinjaOne RMM. For businesses in Alberta, Saskatchewan, Manitoba, and Atlantic Canada, remote support handles the majority of work, with documented escalation for anything needing a physical visit.

Onboarding starts with a network audit, documentation review, and a knowledge transfer to your named engineer. By the time your first ticket lands, that engineer already knows your Microsoft 365 tenant, line-of-business apps, hardware, and priority vendors. Agreements typically run 12 or 24 months, which is what lets us invest in the documentation that drives 93% first-contact resolution. If the fit isn’t right within 90 days, we help you move to another provider with full documentation and a clean handoff.