Support your team can actually reach.

We target a 15-minute response on critical issues and same business day resolution on standard requests. Emergency escalation is available 24/7/365 through our Burlington operations team.

Yes. Outsource IT is Canadian-owned and our help desk technicians work from Ontario, so support calls are handled by people in your time zone who know your systems.

Yes. Our service desk is staffed from Burlington, Ontario. Calls are answered by technicians who know your environment and can escalate to senior engineers or dispatch on-site in Halton, Hamilton, Niagara, and the GTA West the same day for critical issues.

All user-facing support: password and account issues, Microsoft 365 and email, printing, VPN and remote access, application errors, device performance, new user setup, and troubleshooting for any managed device. Projects such as migrations or office moves are quoted separately.

Either way. Most clients let every employee submit tickets by phone, email, or the desktop agent, which removes the bottleneck of a single internal gatekeeper. If you prefer approval-based access for certain requests, we configure that in your service policy.

We report first-response time, time to resolution, first-contact fix rate, ticket volume by category, and CSAT from post-ticket surveys. Recurring ticket themes feed into quarterly reviews so we fix root causes instead of resetting the same password every month.

Yes. Outsource IT provides unlimited remote, onsite, and help-desk services for a single monthly flat fee across all client locations. Unlike MSPs that use block-time billing, which generates surprise overage charges when usage spikes, our plans cap monthly cost. We have operated this model for over 20 years across Ontario and Canada-wide.

Yes, full support for Windows, macOS, and Linux. Standard help-desk coverage includes Windows 10 and 11, current macOS releases, and Linux server distributions such as Ubuntu LTS, RHEL, and Debian. Mobile device management covers iOS and Android. Microsoft 365 and Google Workspace are both supported, and there is no Mac surcharge: every endpoint is priced the same.

Outsource IT managed IT plans are priced per user, per month, with a range from $40 to $309. Entry-level plans cover core help desk, monitoring, and endpoint protection, while higher tiers add advanced security, compliance management, Microsoft 365 administration, and 24/7 incident response. The exact rate depends on user count, device mix, regulatory requirements, and whether you need fully managed, co-managed, or project-based support.

Yes, quarterly by default. Every managed-services client receives a quarterly business review covering ticket volume and trends, security posture changes, upcoming projects, technology roadmap, and budget forecast. Larger clients and regulated-industry clients receive monthly executive reviews instead. Reviews are delivered by your assigned vCIO, not by the help desk.

Under 60 seconds for live calls during service-desk hours (7am to 7pm ET), under 15 minutes for P1 critical incidents 24/7/365, and within 2 business hours for standard tickets. SLA terms are documented in every master services agreement. After-hours critical issues route to on-call engineers in Burlington, Ontario, not an offshore third party.

Outsource IT is headquartered in Burlington, Ontario, and our managed IT services are available across Canada. We serve every province and territory, including Ontario, Quebec, British Columbia, Alberta, Manitoba, Saskatchewan, Nova Scotia, New Brunswick, Newfoundland and Labrador, Prince Edward Island, and the three territories. On-site support is available from our own engineers throughout the Greater Toronto and Hamilton Area; outside Ontario, we deliver remote support from Burlington and coordinate hardware work through our network of vetted Canadian field technicians.