24/7 emergency IT support
Server down, ransomware, or the whole office offline? Call 647-812-3775 at any hour. A technician answers, for clients and new callers alike.
One number, answered by a technician at any hour
Our emergency line is 647-812-3775, the same number as the help desk. It is staffed 24 hours a day, seven days a week, and a technician answers it, so the person you speak to can start working out what failed during that first call. Existing clients and new callers both use this number.
If you are a client, give your company name first. If we have never worked with you, the call starts with what has stopped and what you run, and goes from there. Either way, you are talking to someone who can work on the problem.
Keep the number somewhere you can reach it when your computer is the thing that stopped working: saved in your phone and printed on the wall of the comms room.
What counts as an IT emergency
An emergency is a problem that stops your business or puts its data at risk right now. If the whole office cannot work, or you think someone has broken in, call the line at any hour. If one person has a problem and everyone else can carry on, open a ticket with the help desk.
Call the 24/7 line
- A server is down and people cannot open files or the software they need
- Ransomware, a ransom note on a screen, or files suddenly renamed and unreadable
- A suspected breach, such as a staff member who entered a password on a fake sign-in page, or emails going out that nobody sent
- The internet is out for the whole office
- Email is down for everyone
Open a ticket instead
- One person’s computer, printer or Outlook is misbehaving
- A new starter needs an account or a laptop
- Something is slow but still working
Not sure which one you have? Call. The technician will tell you, and nobody minds a call that turns out to be a ticket. For everyday problems, the help desk takes requests by phone, email or the ticket form from 8 a.m. to 6 p.m., Monday to Friday. Outside those hours, emergencies are still answered by phone, nights and weekends included.
What to have ready when you call
Have your company name, a number we can call you back on, and a short account of what stopped and when.
Note how many people are affected and whether anything changed beforehand, such as a power cut, an update or a new device. Photos of error messages on a phone help more than descriptions of them.
- Your name, company name and a callback number that does not depend on the office phones
- What stopped working, roughly when, and who noticed it first
- How many people are affected: one floor, one site or everyone
- Anything that happened just before: a power cut, a storm, an update, a new piece of equipment, a strange email someone opened
- Photos of any error message or ransom note, taken with a phone
- Who can make decisions about spending or shutting systems down, if that turns out to be needed
If you are not a client yet, also tell us roughly how many staff you have and what you run, for example a server in the office or everything in Microsoft 365.
If you suspect ransomware or a breach
Call before you try to clean anything up. Disconnect affected computers from the network by unplugging the cable or turning off Wi-Fi, but leave them switched on. Do not contact the attackers or agree to pay yet. What you do in the first hour can decide whether files come back from backup and what evidence survives.
Whether files come back depends on having a copy the attacker could not reach. Ransomware goes after backups it can reach, so at least one copy should be offline or locked against changes. The backup and recovery page explains how to plan for that.
If you have cyber insurance, tell your insurer early, because many policies have their own reporting steps for an incident. A breach of personal information may also need reporting under PIPEDA. The cybersecurity page sets out when that applies.
Not a client yet? Call the same number
You do not need a plan with us to call the emergency line. Call and we will tell you straight away whether we can help.
The technician who answers will ask what has stopped and what you run, and give you an answer on that first call, so you are not left waiting when you could be calling someone else.
Once things are working again, you can stay with hourly support or look at a managed plan, where we document your setup before the next emergency instead of during it.
Questions people ask
Do you offer 24/7 IT support?
Yes, for emergencies. The line at 647-812-3775 is answered by a technician 24 hours a day, seven days a week, for problems that stop the business, such as a server down or a suspected ransomware attack. Everyday requests, like a new user account or one person's printer, go to the help desk during business hours.
How fast can you actually help?
The technician who answers starts on the problem during that first call, asking what failed and connecting remotely where that is possible. If it needs someone at your office, they will say so and arrange the visit. We do not publish response-time targets.
Can I call the emergency line if I am not a client?
Yes. The emergency line is the same number for everyone, 647-812-3775. Call and we will tell you straight away whether we can help. It speeds things up if you have your company name, a callback number, roughly how many staff you have and whether you run a server or work mainly in Microsoft 365.
Is a problem with one person's computer an emergency?
Usually not. If one person cannot work but everyone else can, open a ticket and the help desk will pick it up. It becomes an emergency when it spreads or involves security: several people affected at once, a ransom message, or a password typed into a fake sign-in page. If you are not sure, call.
Should I turn off a computer that has ransomware?
Disconnect it from the network instead, by unplugging the cable or turning off Wi-Fi, and leave it switched on. Switching off or wiping a machine can destroy evidence of how the attack got in. Do not contact the attackers or pay anything before talking to us and your insurer. Then call the 24/7 line before trying to clean anything up.
Tell us what’s going on
Pick how urgent it is and leave a way to reach you. The help desk replies by phone or email. If work has stopped, call 647-812-3775 instead.
Something broken, or something to plan?
For anything urgent, call. A technician answers the emergency line 24/7. For everything else, open a ticket and tell us what is going on.