IT Support
Problems solved.
Not just logged.
When something breaks, you want a person — not a ticket number and a three-day wait. Lumitiv's support team responds fast, fixes things remotely most of the time, and shows up when they can't.
What's included
Support that covers the whole day,
not just the easy calls.
From password resets at 8am to a ransomware scare at 4:55pm — here's what your team gets access to.
Remote helpdesk
Fast remote access to fix issues on your devices without waiting for a truck roll. Most problems end here, in under 30 minutes.
Priority response
20-minute average response time. Not a chatbot. Not a queue. A technician who picks up and starts working on your problem.
Proactive monitoring
We watch your systems 24/7 so we often know about a problem before you do — and can fix it before it becomes your morning.
Patch management
Windows updates, third-party software, firmware — handled automatically on your schedule, without disrupting your workday.
User onboarding & offboarding
New hire starting Monday? We set up device, accounts, and access — and lock everything down when someone moves on.
Onsite dispatch
When remote isn't enough, we come to you. Calgary, Edmonton, Vancouver, Houston — same day for critical issues.
What working with us
actually looks like.
No scripts. No escalation chains. Just a consistent team that knows your environment.
You reach out — however works for you
Call, email, or submit a ticket. You get a real technician, not an automated message telling you your request is "important to us."
We connect to your device within minutes
Our monitoring agent means we can remote in instantly — no setup, no downloads. If you're a client, we're already in.
We fix it, or we come to you
95% of issues resolve remotely. When they don't, we dispatch. You're not bounced between a remote team and an onsite team — it's the same people.
We document it and watch for recurrence
Every ticket builds a picture of your environment. If the same issue comes back, we've already started looking for the root cause.
You get a follow-up, not a star rating email
For anything significant, a technician checks in directly. An actual call to confirm things held — not an automated survey.
* Fully Managed Clients
Our Model
One team. Every ticket. No handoffs.
Most MSPs use tiered support: a front-line for easy stuff, tier 2 for harder issues, and a tier 3 you'll never actually reach. We don't do that. The same technicians who pick up your call are the ones who've been onsite, know your setup, and will follow up next week. There's no escalation path because there's no one to escalate past.
Straight talk
Things you won't hear from us.
From password resets at 8am to a ransomware scare at 4:55pm — here's what your team gets access to.
"That's a billing question — you'll need to call a different number."
One contact, one team. Support and account questions go to the same people.
"We recommend this product — it's the best fit for your needs."
20-minute average response time. Not a chatbot. Not a queue. A technician who picks up and starts working on your problem.
"Your SLA says 4-hour response — technically we're within contract."
SLAs are a floor, not a target. A 20-minute average response isn't in our contract. It's just what we do.
"We'll need a 3-year agreement before we can get started."
No long-term contracts. If we do good work, you'll stay. That's the only retention strategy we're interested in.
Who we support
Built for businesses where downtime costs real money.
We work best with organizations that have real IT stakes — regulated industries, multi-location teams, and businesses where a two-hour outage isn't a minor inconvenience.
Law firms
Court deadlines don't move. Neither do we.
Government
Compliance-ready infrastructure and security posture.
Law enforcement
Cleared for sensitive environments and data requirements.
Growing SMBs
Your IT should scale with you, not hold you back.