Reactive support
Problems are handled only after something breaks, with little time for improvement work.
IT Solutions
Managed IT support that fits the way your business works
Day-to-day support for users, devices, accounts and business applications, with a written scope covering response expectations, responsibilities and exclusions.
Defined support scopeUser and device supportDocumented environment
Remote services are available across Canada where suitable. Ontario is our initial focus, with on-site work by arrangement within approximately 150 km of Hamilton.
Support with a clear boundary
The agreement defines what is covered, who owns each task and how extra work is handled.
01
Report an issue
Users contact the support channel with a problem, request or access need.
02
Triage and resolve
Requests are prioritised, handled within scope and escalated when specialist work is needed.
03
Document and review
Recurring issues and environment changes are recorded and reviewed with your team.
Problems we help solve
Practical outcomes for the work that slows you down
Unclear ownership
Staff are unsure who manages accounts, devices, vendors or backup checks.
Onboarding gaps
New users and devices are set up inconsistently, creating access and documentation issues.
Features and capabilities
What is included in a scoped engagement
User and device support
Help with day-to-day account, device and application issues within the agreed coverage.
Account administration
User lifecycle tasks can be handled with documented approvals and access rules.
Monitoring and maintenance
Where included, devices and supported systems are checked and maintained on a schedule.
Vendor coordination
We can liaise with software, internet and hardware providers within the support scope.
Industries and use cases
Where this service can help
These are relevant use cases. We distinguish potential fit from verified client experience and only reference work where evidence exists.
Professional services
Small teams need reliable access and support without building a full internal IT department.
Trades and field services
Mobile devices, email and job systems need to keep working away from the office.
Growing businesses
Support and documentation can scale as users, devices and applications are added.
How it works
A clear process from discovery to ongoing support
Assess the environment
We review users, devices, accounts, applications, connectivity and current support arrangements.
Prioritise risks and needs
Findings are grouped by business impact so urgent risks and practical improvements are clear.
Implement and document
Agreed changes are delivered, tested and recorded with responsibilities and dependencies.
Support and review
Ongoing monitoring, maintenance and review are provided where included in the agreement.
Complementary services
Related ways Proxen can help
FAQs
Frequently asked questions
Do you replace our existing IT provider?
Not necessarily. Some clients switch, while others use us for a specific scope or a co-managed arrangement.
What are typical response times?
Response and resolution targets are agreed in the service scope based on priority and coverage hours.
Is on-site support available?
Remote support is available across Canada where suitable. On-site visits can be arranged near the Hamilton area depending on scope and scheduling.
Are software licences included?
No. Third-party licences, hardware and provider charges are separate unless the agreement says otherwise.
Book a consultation
Tell us what you need managed it services to do for your business
We will review the scope, systems involved and practical next steps. No obligation, and any fees or third-party costs will be discussed before work begins.