Whether your provider is unreachable, you've never had one, or the problem is beyond what your team can resolve — call us. We'll tell you within minutes whether we can help and what it will take.
If it can wait until business hours, this reaches us faster than a voicemail.
Genuinely urgent? Call instead — don't wait on a form.
If any of these are true right now, pick up the phone. A form sitting in a queue helps nobody at 6pm on a Friday.
Line-of-business software, file shares, or a database that the business genuinely cannot operate without.
Files renamed or encrypted, a ransom note, or unexplained account activity. Call before doing anything else.
Nobody can send or receive, or mail is bouncing. Often DNS, licensing, or a compromised tenant.
A whole site offline, with your provider unreachable or unable to tell you when it'll be back.
Unanswered calls during an outage, or a relationship that ended without a handover of credentials.
Deleted or corrupted data where the backup turns out to be missing, incomplete, or unrestorable.
Suspected ransomware or breach? Don't power machines off unless we tell you to — it can destroy evidence and sometimes recoverable data. Disconnect from the network if you can, then call. See ransomware recovery.
You won't be triaged by someone reading a script. The first conversation establishes what's broken and whether we're the right people to fix it.
Not a menu. We establish what's broken, what's still working, and what shouldn't be touched.
What to do right now — disconnect, stop using, or leave alone — often before we have access to anything.
Whether we can help, roughly how long it'll take, and what it costs. No engagement letter required to start.
Most issues are resolved remotely. Where hands are genuinely needed we'll dispatch to your location.
If we're not the right people — because it's a vendor issue, a carrier fault, or genuinely outside what we do — we'll say so on the first call rather than billing you to find out.
Emergency work for non-clients is billed hourly, and we'll give you a rate and a rough estimate before we start rather than after. If the fix turns out to be quick, the bill is small.
There's no obligation to become a managed client afterwards. Plenty of businesses call us once, we fix it, and that's the end of it — which is a perfectly reasonable outcome.
Don't spend time gathering these if the situation is urgent — call first. But if you have a moment, having them ready saves the first fifteen minutes of the conversation.
An update, a new device, a departed employee, a power event. The trigger is usually recent and usually known to someone.
One person, one office, or everyone. That single answer narrows the cause enormously.
A photo of the screen is fine. Exact wording matters more than a description of what it seemed to say.
We'll need someone who can authorise changes. Knowing who that is saves chasing during an outage.
Once it's fixed, we'll tell you why it happened — including if the honest answer is that it was bad luck rather than negligence.
What failed, why, and what we did — in language you can forward to a board or an insurer without translation.
Prioritised and costed, so you can decide. Sometimes the answer is that nothing reasonable would have prevented it.
If ongoing support makes sense we'll say so once. If it doesn't, we won't pretend otherwise to win a contract.
No. Emergency support is available whether or not you have a contract with us. We'd rather take the call and help than have you spend two hours searching for someone available.
The phone gets you an engineer, and initial advice usually comes within the first conversation. How fast the fix follows depends entirely on what's broken and whether we can get access — we'll give you a realistic estimate rather than a reassuring one.
Emergency work for non-clients is billed hourly, quoted before we start. If it turns out to be a fifteen-minute fix, that's what you pay for. We'd rather set that expectation on the call than surprise you afterwards.
Yes, and it's a common call. We'll deal with the immediate problem first, then help you recover domain control, admin credentials, and licence ownership — which is usually the harder part of leaving a provider.
Remote support covers anywhere. For on-site attendance we have offices across Ontario plus Montreal, Winnipeg, and Texas — outside those areas we'd be honest about whether remote-only support is genuinely sufficient for your situation.
Disconnect affected machines from the network if you safely can, but don't power them off unless instructed — that can destroy evidence and sometimes recoverable data. Don't delete the ransom note. Then call us. There's a dedicated page on ransomware recovery, but the call comes first.
We'll mention it once if we think it genuinely fits, and then leave it. A significant number of emergency callers are one-time and stay that way, which is fine — the work stands on its own.
If something critical is down, a call gets you an engineer. A form gets you a queue position.
You don't need to be an existing client to call.
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