Managed IT · What's Included
Every service, clearly placed.
A DVG Systems managed IT plan has three parts: what your base fee covers, what each user bundle covers, and what is billed separately. This page lists all three.
This page exists for one reason: so you always know which part of your plan pays for which service.
Your monthly invoice has a C$500 base fee, a per-user bundle for each person we support, and separate lines for infrastructure and other items scoped in your proposal. The exact services, user counts, and licence assignments are documented in the Statement of Services attached to your service agreement.
Included in your base fee
The C$500 monthly base fee covers helpdesk labour, remote monitoring and management, and the operational tooling used to support your environment.
Helpdesk & monitoring
Helpdesk & End-User Support
24/7 intake via AI assistant, online ticketing, a toll-free line, and live chat. Critical and high-priority issues must be reported by phone — that is what the response-time guarantee in the service agreement requires. Human helpdesk Mon–Fri 8 a.m.–5 p.m. ET. Critical incidents are worked within one hour at any hour at no extra charge; non-critical work requested after hours is billed at C$250/hour.
Remote Monitoring & Management
RMM agent on every managed endpoint, Windows/macOS patch management, hardware inventory, device health monitoring, automated maintenance.
24/7 Infrastructure Monitoring
Server, AVD, network, and Microsoft 365 service health monitored around the clock with automated alerting into our ticket queue.
Operational tooling
IT Documentation & Asset Management
Centralised, versioned documentation of your environment, passwords, and configurations, kept current in our documentation platform. Your documentation is yours: on written request, at any time during the agreement or on its termination, we export it to you through a secure channel.
Microsoft 365 Tenant Administration
Day-to-day user provisioning, licence assignment, mailbox management, and shared mailbox or distribution group changes, within the scope set out in your service agreement.
Microsoft 365 Licence Review
Quarterly review of assigned versus purchased licences. Reductions follow the commitment and renewal terms of each subscription, so we plan changes around your renewal dates.
Vendor Coordination
We deal with your software vendors, ISP, hardware suppliers, and Microsoft support, so you don't have to.
Reporting & Reviews
A weekly email listing any tickets waiting on input from your team, so nothing sits unnoticed. A monthly written summary of work completed, in progress and outstanding. A quarterly review with your leadership covering system health, service levels, risks, projects and budget.
User Onboarding & Offboarding
Account creation, Microsoft 365 setup, device enrolment, and training handoff. The included time allowance per user is set in your service agreement; additional time is billed at the project rate.
Microsoft 365 Security Baseline
Conditional Access policies, MFA enforcement, legacy authentication blocked, Defender baseline tuning, maintained across your tenant.
Security awareness & planning
Security Awareness Training
Video training library covering phishing, passwords, data handling, and remote-work security, with monthly tracked phishing simulations.
Annual Cybersecurity Posture Review
Reviewed against the current Microsoft Secure Score baseline with prioritised remediation recommendations, plus the documentation your cyber insurer asks for at renewal.
Privileged Access Reviews
Quarterly audit of administrative roles. Stale, unused, or over-permissioned accounts flagged and remediated.
Virtual CIO (vCIO) Technology Planning
Technology roadmap, budget planning, and licence right-sizing reviewed with your leadership team at the cadence set in your service agreement. Learn more ›
Technology Refresh Planning
Hardware lifecycle review, end-of-support tracking, and replacement budgeting so you can plan ahead.
Virtual CISO (vCISO) is separate
vCIO technology planning is part of managed IT. Our Virtual CISO security advisory service (policy development, compliance oversight, security governance) is a separately scoped engagement.
Included in each user bundle
Every person we support carries one complete bundle covering up to 3 devices. The rate depends on the Microsoft subscription: Business Basic C$30.64, Business Standard C$42.04, Business Premium C$55.00 per user per month; other Microsoft subscriptions are quoted separately. Your organization can mix subscriptions across users, and your quote itemizes the applicable rates.
Microsoft 365 Licence, Assigned by Role
Each user gets the edition their role needs. Business Premium: desktop Office apps, Intune, Defender for Business, Conditional Access, Exchange Online. Business Basic: web and mobile Office apps, Outlook, Teams, OneDrive, SharePoint, Exchange Online. Business Basic users do not receive Business Premium features. Your proposal identifies each user's licence.
Endpoint Detection & Response (EDR)
Managed detection and response on the user's devices (up to 3 per user), backed by a 24/7 security operations centre. Account and computer security is provided by Huntress.
Identity Threat Detection & Response (ITDR)
Monitoring of the user's Microsoft 365 identity for suspicious sign-ins, impossible travel, and token abuse, with response actions taken when a threat is confirmed.
Microsoft 365 Mailbox Backup
Daily backup of the user's Exchange Online mailbox with per-item restore on request. Coverage of other Microsoft 365 data (OneDrive, SharePoint, Teams) and the retention period are specified in your proposal.
DNS Filtering & Web Protection
DNS-layer filtering against malicious domains and web content filtering on the user's managed devices.
Separately billed
Outside the base fee and the user bundle. Products are billed at cost plus 20%; labour at the published hourly rates. Each item is scoped in your proposal and itemised on your invoice.
Infrastructure & add-on products (cost + 20%)
Azure
Hosted servers, domain controllers, line-of-business app hosting (Sage 50, QuickBooks), Reserved Instances, and Azure Virtual Desktop. Consumption is billed monthly in arrears from your prior-month usage.
Cloud Desktop Management
Management platform for Azure Virtual Desktop and Windows 365 environments. Billed per environment when you run cloud desktops.
Microsoft 365 Copilot
Per-user add-on licence for users who need Copilot in Word, Excel, Outlook, and Teams.
Server Backup
Image-based backup and recovery for servers. This is a different service from the mailbox backup in the user bundle.
Hardware
Laptops, desktops, network gear, and peripherals, sourced at our cost plus 20% for sourcing, configuration, asset tagging, and warranty registration. Vendor invoice available on request.
Add-on Licences & Devices
Exchange Online Plan 2, OneDrive Plan 2, Power BI, Visio, Project, and Intune mobile device management for phones and tablets, added per user or per device as needed.
Labour outside the recurring scope
All project work is scoped and quoted in writing before it starts. Prices exclude HST.
Service Levels
Response and resolution targets that apply to all Managed IT clients.
Ticket Intake
24/7 · AI assistant, ticketing, toll-free line & live chat · critical and high priority by phone
Human Helpdesk
Mon–Fri, 8 a.m. – 5 p.m. ET
P1 Critical
Work starts within 1 hour, any hour, any day (guaranteed) · restoration or workaround targeted in 8 hours · no after-hours charge
Communication targets: acknowledged within 15 minutes, hourly progress updates — operational targets, separate from the response-time guarantee.
P2 High
Work starts within 2 business hours · resolution targeted in 2 business days
P3 Standard
Work starts within 4 business hours · resolution targeted in 5 business days
P4 Service Request
Our target is to start work within 1 business day · completed within 10 business days or the date agreed
Additions, moves and changes are excluded from the contractual response-time guarantee.
P1 means a site is down, a core system is unavailable with no workaround, a security incident is confirmed active, or data loss is in progress. Resolution targets apply to faults within our control; the clock pauses while we wait on a third-party vendor, on hardware or licensing on order, on a decision or access grant from you, or on a maintenance window you have scheduled, and every pause is recorded on the ticket with its reason. Non-critical work you ask us to do outside business hours is billed at C$250/hour. Planned out-of-hours work such as a migration or cutover is quoted at the project rate in advance, not the emergency rate.