Need help? Here is the fastest way to reach us.
Email us or message us in Microsoft Teams and a ticket is created automatically. Put URGENT in the subject line if you cannot work.
Message us in Teams
Clients can message the MSP for Canada help desk directly in Microsoft Teams. A technician picks it up and a ticket is opened for you.
Email a request
Best for anything with screenshots, new hires and access changes. Put URGENT in the subject if you cannot work. You get a ticket number by reply.
Report a security concern
Clicked a suspicious link or see something odd? Email us right away with SECURITY in the subject. Do not turn off your computer, but do disconnect it from Wi-Fi.
Priorities and response times
Response means a technician is actively working on your issue, not an automated reply. Targets below apply to Business and Enterprise plans.
| Priority | Example | Response target | Coverage |
|---|---|---|---|
| P1 Critical | Whole office down, server outage, suspected ransomware or account compromise | 15 minutes | 24/7/365 |
| P2 High | A team or key system is unavailable, a single user cannot work at all | 1 hour | Business hours, after hours for urgent requests |
| P3 Normal | Something is broken or slow but there is a workaround | 4 business hours | Business hours |
| P4 Request | New user, software install, access change, question | Next business day | Business hours |
Business hours are Monday to Friday, 7:00 a.m. to 7:00 p.m. Eastern, excluding Ontario statutory holidays. Essentials plan clients receive P1 response during business hours only.
What to include in a request
- Your name, and the best number to reach you
- What you were trying to do and what happened instead
- Any error message, ideally as a screenshot
- When it started, and whether anyone else is affected
- For new hires: name, start date, job title and manager
Stay safe
We will never ask for your password, by phone, email or Teams. If someone claiming to be from MSP for Canada asks for it, do not reply. Forward the message to john@mspforcanada.com.
Before a technician connects to your computer remotely, they will always tell you their name and your ticket number, and you will be asked to approve the session.