NorthAmericanRemoteIT operates a 24/7/365 remote help desk for Canadian businesses — unlimited support, no ticket limits, no per-incident fees. Your employees reach a human technician within 15 minutes for critical issues, any time of day or night.
Our managed IT plans include unlimited help desk support — no caps on tickets, no throttling at month-end, no surprise invoices. Whether your team submits 50 tickets or 500 tickets in a month, the cost is the same predictable monthly fee. This model incentivizes us to resolve issues permanently rather than apply temporary fixes that generate repeat tickets.
When a critical issue takes down your systems, every minute costs money. We guarantee 15-minute response for P1 critical issues — server down, network outage, security incident, or multiple users unable to work. Our technicians acknowledge the issue, begin diagnosis, and communicate an action plan within 15 minutes of your first contact.
P1 Critical: 15-minute response, 4-hour resolution target. Systems down, security breach, data loss risk, complete business interruption.
P2 High: 1-hour response, same-day resolution target. Significant degradation affecting multiple users or business-critical functions.
P3 Standard: 4-hour response, 48-hour resolution target. Single user issues, software questions, access requests, non-urgent configuration changes.
Your employees reach support however works best for them: phone, email, web portal, or Microsoft Teams chat. We don't force users into a single channel. High-urgency issues should go to phone for fastest response; standard requests can be submitted by email or portal. All tickets are tracked in our PSA system with automatic status updates.
For Canadian businesses serving clients or employing staff across language communities, bilingual IT support is essential. We provide help desk support in both English and French, ensuring employees across all provinces receive support in their preferred language. This is particularly important for businesses operating in Quebec, where employees have the right to work in French.
Canada spans six time zones from Newfoundland to Pacific. Our 24/7 operation covers all time zones with consistent staffing levels. A business in Vancouver at 8 AM Pacific gets the same quality of support as a Toronto business at 11 AM Eastern. Overnight coverage for night-shift operations in any time zone is included.
We measure what matters: resolution rate on first contact (our target is 85%+), average time to resolution, and user satisfaction scores. Every resolved ticket generates an optional satisfaction survey. We share monthly metrics reports with clients showing performance against SLA targets.
Call (416) 623-9677 to discuss help desk support for your Canadian business.