Frequently Asked Questions
Technology works best when it's connected. Our Vancouver team combines managed IT, cybersecurity, consulting, and web design under one roof, delivering faster collaboration and smarter solutions. Here are answers to our most frequently asked questions.
IT for Security Tools
How is my confidential data protected?
We use a layered security approach, including MFA, email filtering, endpoint protection, and encrypted backups—all working together, and continuously monitored and updated for ongoing protection.
Can you support compliance with regulations like FOIPPA or HIPAA?
Yes, we help align your systems with applicable privacy standards by implementing encryption, audit logging, access controls, and secure backups - customized specifically for handling sensitive data.
Do you provide 24/7 monitoring and threat detection?
Our security toolsets offer proactive alerting for compromised emails, dark-web exposure, and provide ongoing vulnerability scanning. Partners at our Managed Security Operations Center - automatically detect compromises, flag with ITS to terminate the process and isolate endpoints with ransomware before it spreads.
How do you handle security incidents or breaches?
We follow a rapid-response process - where incidents are detected and assessed in real-time. Our dedicated Security Team will contain the threat, remediate affected systems and restore operations, while keeping your team informed throughout. Post-incident, we conduct a debrief with stakeholders on strategies to strengthen the security posture.
Remote & On-Site Support
What’s the difference between remote and onsite IT support?
Remote support allows our technicians to securely access and resolve issues on your systems without being physically present. Onsite support involves a technician visiting your location for hands-on troubleshooting, installations, or more complex issues.
When is remote support sufficient?
Most day-to-day issues such as password resets, software troubleshooting, email problems, and system performance can be resolved quickly through remote support, minimizing downtime.
Is remote support secure?
Yes, we use encrypted, secure remote access tools with strict authentication protocols to ensure your data and systems always remain protected.
When do you recommend onsite support?
Onsite support is recommended for hardware installations, network setup, physical PC staging, infrastructure changes, or issues that cannot be resolved remotely.
What are the costs for remote helpdesk support?
Choose from our Dispatch model (billed based on usage) or our Unlimited Helpdesk model (fixed monthly pricing). Contact our team for pricing by booking a consultation.
Account Services
How often do you meet with clients?
We typically conduct regular check-ins and Quarterly Business Reviews (QBRs) to review performance, address concerns. Meetings can be scheduled at a pace that works best for the user.
Do you provide reporting and insights?
Yes. we deliver reporting on system health/aging assets, ticket trends and security posture.
Can you help plan our IT roadmap?
Yes—we work with you to build a roadmap that aligns technology investments with your business growth and priorities.
IT Professional Services
What are IT professional services?
IT professional services are project-based engagements that address specific business needs, such as migrations, upgrades, or system implementations.
What types of projects do you handle?
We support a wide range of projects, including cloud migrations, network upgrades, cybersecurity improvements, infrastructure deployments, and office IT setups.
How are these different from managed services?
Managed services are ongoing, monthly support, while professional services are one-time or short-term projects delivered as needed.
How are projects priced?
Projects are typically scoped and priced based on time, resources, and complexity. A detailed scope of work will be prepared and sent to the stakeholder for review and approval.
Can you customize projects to our business needs?
Absolutely—every project is tailored to align with your goals, environment, and budget.
Do you hold any Microsoft certifications, and why does that matter?
Yes—ITS is a Microsoft Modern Workplace certified partner. This designation means our team has demonstrated proven expertise in deploying, managing, and supporting Microsoft 365 tools such as Teams, SharePoint, Exchange, and endpoint management solutions.
Design & Web Services
What kinds of websites do you build?
Everything from sleek informational sites and portfolios to ecommerce stores, booking systems, and fully custom web platforms. We build modern websites that are fast, flexible, and designed to grow with your business.
Can you help with branding and visual design too?
Yes - logos, brand refreshes, typography, UX design, marketing graphics, motion, and content direction. We make sure your business looks polished and consistent across every touchpoint.
Do you design apps and custom tools?
Yes, we help businesses create web apps, dashboards, portals, interactive tools, and custom integrations that make everyday work smoother and more efficient.
What makes your team different?
We care about the details. Clean design, strong communication, thoughtful user experience, and websites that actually feel good to use. We balance creativity with practical problem-solving.
How much does a website usually cost?
Every project is different, but most businesses are looking for anything from a streamlined launch site to a fully custom platform. We tailor the scope around your goals, priorities, and timeline without overcomplicating the process.
Can you redesign our existing website?
Absolutely, sometimes a smart refresh is all you need. We can modernize your design, improve mobile experience, clean up content, boost performance, and make the backend easier to manage.
