Pricing · Thunder Bay & Northern Ontario
Managed IT pricing, clearly explained.
A C$500 monthly base fee, plus a bundle for each supported user. This page covers what the service does for your business, what is included, what it costs, what to expect from support, and what is billed separately. Prices exclude HST.
What we do for your business
Four things, in plain terms. Everything further down this page is the detail underneath them.
Help your staff spend less time dealing with IT problems
When something breaks, your team contacts us instead of asking whoever in the office is best with computers. Tickets can be raised at any hour of any day, and a technician who already knows your systems takes it from there.
Helpdesk and end-user support
Keep your computers maintained and monitored
Updates are applied on a schedule, and your servers, network and Microsoft 365 are monitored around the clock. When a monitored check fails, a ticket opens with us automatically, which shortens the time it takes to notice a problem.
Remote monitoring, maintenance and patching
Watch your accounts and computers for signs of attack
Two common threats are compromised employee accounts and malicious software on a computer. We monitor for both, filter known-malicious websites, and investigate and respond when something is detected.
Account and device security (EDR, ITDR and DNS filtering)
Keep a separate backup of your email
Microsoft 365 mailboxes are backed up daily, so items can be restored on request within the backup scope and retention period set out in your proposal.
Microsoft 365 mailbox backup
On this page: what it costs · what is included · support and response · what is billed separately. Or build a quote for your team →
Clear monthly pricing
Your monthly cost is built from two published numbers: one base fee for the business, and one bundle for each person you want supported.
A C$500 monthly base fee covers the helpdesk, round-the-clock monitoring of your servers and network, your documentation, your reporting and reviews, and the management software we run your environment on.
One bundle for each supported user, covering up to 3 of their devices:
- Their Microsoft 365 subscription
- Security monitoring on their computers (EDR)
- Security monitoring on their account (ITDR)
- Filtering of known-malicious websites (DNS filtering)
- Daily backup of their Microsoft 365 mailbox
A worked example
A 10-person team using Microsoft 365 Business Premium pays C$1,050 per month + HST, before separately quoted infrastructure and additional services.
In this example that is C$105 per person per month. The base fee is fixed, so the figure per person falls as the team grows. Servers, cloud desktops, hardware and projects are quoted as their own lines and are not included in this figure.
The three Microsoft 365 plans, and what changes between them
The DVG part of the bundle is the same whichever plan you choose: the same monitoring, the same security service, the same mailbox backup, the same support. What changes is the Microsoft subscription inside it, and that is what moves the rate.
- Business Basic — web and mobile versions of the Office productivity apps, with the business email and collaboration services in the plan.
- Business Standard — everything in Basic, plus the desktop Office applications installed on the computer.
- Business Premium — everything in Standard, plus Microsoft’s advanced security and device-management capabilities.
Some of the security settings we maintain are only available on the higher plans, so what we can enforce for a given user depends on the licence assigned to them. You can mix plans across your team, and your quote names the subscription assigned to each person.
Bundle rates use monthly Microsoft subscription terms. All prices are in Canadian dollars, billed monthly, and exclude HST. The exact apps and services in each Microsoft plan are set by Microsoft and confirmed in your proposal. If you are not sure which plan suits a role, choose “Help me choose” in the quote builder and we will recommend one.
What is included
A summary of the work covered by your base fee and your user bundles, at no separate charge. The full technical scope, and the services and licence assignments for your business, are set out on the What’s Included page and in the Statement of Services attached to your service agreement.
Support for your people
A technician to call, email or message
Your staff raise a ticket by phone, email, the online portal or live chat, and a technician who already knows your setup picks it up. Tickets can be raised at any hour. Our helpdesk is staffed Monday to Friday, 8 a.m. to 5 p.m. ET.
Employee onboarding and offboarding
We create the account, assign the Microsoft licence, set up the computer and hand over to your trainer. When someone leaves, we close the account and secure their data. The time allowance for each is set in your service agreement; time beyond it is quoted at the project rate.
Coordination with your other suppliers
Your internet provider, your accounting software vendor, your hardware supplier, Microsoft support. We make the calls and follow them up, so your staff do not have to.
Keeping your equipment maintained
Updates applied on a schedule
Windows and macOS updates are tested and applied on a schedule, so security fixes are installed rather than left for someone to click.
Computer and network monitoring — SyncroMSP
Monitoring that raises tickets automatically
Servers, networks, cloud desktops and Microsoft 365 are monitored around the clock. When a monitored check fails, an alert opens a ticket with us automatically. Monitoring shortens the time to notice a fault; it does not prevent every failure.
Computer and network monitoring — SyncroMSP
Your setup documented
Systems, passwords and configurations are documented and kept current, so your environment is not held in one person’s memory. Your documentation is yours: ask in writing at any time, or when the agreement ends, and we export it to you securely.
Protecting accounts and data
Security settings maintained
Multi-factor authentication enforced, older insecure sign-in methods blocked, and Microsoft 365 access policies maintained across your tenant. Which policies are available depends on the Microsoft 365 subscription each user holds.
Security awareness training for staff
A short video training library covering phishing, passwords and safe data handling, with monthly simulated phishing emails so you can see who would benefit from a refresher.
Administrator access reviewed quarterly
Each quarter we audit who holds administrative access and remove accounts that no longer need it.
Planning ahead
Reporting you can act on
A weekly email listing tickets waiting on your team, a monthly written summary of work completed, in progress and outstanding, and a quarterly review with your leadership covering system health, service levels, risks, projects and budget.
Technology planning (virtual CIO)
A technology roadmap, budget planning and licence right-sizing reviewed with your leadership at the cadence set in your agreement. Security governance and compliance oversight (virtual CISO) is a separately scoped engagement.
Hardware replacement planning
We track the age of your equipment and when it stops receiving support, so replacements can be budgeted rather than handled as emergencies.
The security services in each user bundle
Identity Threat Detection & Response (ITDR)
“Identity” means a staff member’s login. ITDR monitors employee accounts for signs of compromise — a sign-in from an impossible location, a stolen session, a mail rule created to hide replies — with investigation and response to detected threats.
Account and computer security — Huntress
Endpoint Detection & Response (EDR)
“Endpoint” means a computer. EDR monitors computers for malicious software and suspicious activity, with investigation and response to detected threats, backed by a 24/7 security operations centre.
Account and computer security — Huntress
Web protection (DNS filtering)
Filters known-malicious and blocked categories of website on managed devices before the connection is made. Filtering reduces exposure; no filter blocks every threat, which is why it sits alongside the two services above rather than replacing them.
Web protection — DNSFilter
Microsoft 365 mailbox backup
A daily backup of the user’s Exchange Online mailbox, held separately from Microsoft 365, with individual items restored on request within the backup scope and retention period set out in your proposal.
Microsoft 365 mailbox backup — Dropsuite, by NinjaOne
What mailbox backup does not cover
It covers the mailbox. Backup of OneDrive, SharePoint and Teams content is a separate service and is not automatically included — where you need it, it is scoped and priced in your proposal. Backup of servers is separate again; see what is billed separately.
Devices covered
Each user bundle covers up to 3 devices for that user. Mobile device management for phones and tablets is an add-on, listed under what is billed separately.
Support and what to expect
When you can reach us, how quickly we start, and what the times in your service agreement actually commit us to.
Monitoring and ticket intake
24 hours a day, every day. Your systems are monitored continuously, and a failed monitoring check opens a ticket automatically. You can raise a ticket at any hour through the AI assistant, online ticketing, the toll-free line or live chat.
Report a critical or high-priority issue by phone. Your service agreement ties the response-time guarantee on those two priorities to a phone call; reported another way, the guarantee applies at the standard level instead.
Staffed helpdesk
Monday to Friday, 8 a.m. to 5 p.m. ET. These are the hours a technician is at the desk working the queue. Outside them, a P1 critical incident is still picked up under the times below; other work is handled on a best-effort basis unless you ask us to work it after hours.
Acknowledgement, start of work, and resolution
Three different kinds of time, and it matters which is which. Response time — the time to a technician starting work — is the one guaranteed in your agreement, and it is measured to the start of work, not to an automated acknowledgement. Resolution times are targets we measure and report on. Acknowledgement and progress updates are operational targets we set ourselves, and they are separate from the response-time guarantees in your signed agreement.
P1 — Critical
A site is down, a core system is unavailable with no workaround, a security incident is confirmed active, or data loss is in progress.
- Work starts
- 1 hour, any hour, any day Guaranteed in your agreement
- Resolution
- Restoration or workaround targeted in 8 hours Target we measure and report
Communication target Acknowledged within 15 minutes · hourly progress updates until restored or downgraded
No after-hours charge on a P1, at any hour, on any day.
P2 — High
A department or work group is blocked, or a core system is degraded but has a workaround.
- Work starts
- 2 business hours Guaranteed in your agreement
- Resolution
- Resolution targeted in 2 business days Target we measure and report
Communication target Acknowledged within 15 minutes in business hours · daily progress updates
P3 — Standard
One user is impaired but able to work, or a recurring nuisance that is not blocking a business function.
- Work starts
- 4 business hours Guaranteed in your agreement
- Resolution
- Resolution targeted in 5 business days Target we measure and report
Communication target Acknowledged in business hours · updates on change
P4 — Service request
New user setup, a departure, a new device, or an approved change.
- Work starts
- 1 business day Our target, not a guarantee
- Resolution
- Completed within 10 business days, or the date agreed when you raise it Target we measure and report
Communication target Acknowledged in business hours
Our target is to start work within one business day. Additions, moves and changes are excluded from the contractual response-time guarantee.
What these times commit us to
- For eligible P1–P3 incidents, the time to start work is guaranteed, subject to your agreement’s conditions and exclusions. P4 start times are targets. Resolution times are targets we measure and report to you, not guarantees, because how long a repair takes depends on the fault.
- Acknowledgement and update times are operational targets, not contractual ones. Our targets are to acknowledge a critical incident within 15 minutes and give hourly progress updates. They are how we run the desk, and they sit outside the response-time guarantees in your signed agreement.
- The resolution clock pauses when we are waiting on someone else — a third-party vendor, carrier or manufacturer; hardware or licensing on order; a decision, approval or access grant from you; or a maintenance window you scheduled. Each pause is recorded on the ticket with its reason, so your reporting shows both the elapsed time and the time the ticket was actually with us.
- The response-time guarantee has written exclusions, including additions, moves and changes, tickets raised outside the agreed channels, and equipment that does not meet the minimum standards in your agreement. They are listed in full in the service agreement.
- Service credit. If a response time is exceeded and you claim in writing within 7 days, a valid claim is credited at 5% of the monthly agreement amount, to a maximum of 25% in that month. The credit is calculated on the monthly agreement amount and does not include additional charges incurred that month. It applies to response times, not to resolution targets.
After hours: what is included and what is billed
After hours means outside Monday to Friday, 8 a.m. to 5 p.m. ET, plus weekends and Ontario statutory holidays. Three cases, and they do not overlap:
- A P1 critical incident, at any hour, on any day — included. Where we classify a ticket as P1 critical, the response time applies at any hour on any day and no after-hours or emergency charge is applied to it.
- Non-critical work you ask us to carry out after hours — C$250 per hour. A P2, P3 or P4 you want worked tonight rather than during the next business day.
- Planned work scheduled outside business hours — quoted in advance at the project rate. A migration, a cutover or a patch window is scoped and quoted under the applicable project terms, not charged at the after-hours rate.
Priority is set by the responding technician against the definitions in your service agreement.
How working with us actually works
Who you deal with, how a request is handled, and what lands in your inbox. Every item here is set out in the service agreement.
Onboarding
We document your environment, agree a plan for anything that does not yet meet the minimum standards in your agreement, set the recurring day and time for your onsite visits, and go through which of your vendors — internet provider, software suppliers, telephony — need to authorise us to act on your behalf.
Who your staff contact
Your staff raise tickets with our helpdesk directly. You also nominate a primary and a secondary IT contact from your team. During a critical or high-priority incident, your people channel communication through them, so we are restoring your service instead of taking the same call five times.
How a request is handled
Every request is logged, given a priority against the definitions in your agreement, and worked to the times in support and what to expect. Work that falls outside the agreed scope is quoted for your approval before we start it, not billed afterwards.
Scheduled site visits
Your agreement sets either monthly or quarterly onsite visits, each 3.5 hours, attended by one of our team, for a physical inspection and clean of your network and server equipment at your main site. We email your primary contact a reminder 7 business days beforehand so your team can queue anything up.
Weekly and monthly reporting
Weekly: an email listing any tickets waiting on input from your team, so nothing stalls unnoticed. Monthly: an executive summary covering tickets opened and closed, the ticket types by category, which five users raised the most, and upcoming warranty expirations.
Quarterly business review
A two-hour session each quarter covering last quarter’s numbers, your plans for the next one, where your equipment sits in its refresh cycle, and your technology budget. It is the session where IT spending gets planned rather than reacted to.
We are a small team, and the person you speak to is likely to be the person who fixes it. You get a named onboarding lead for the duration of your onboarding. Day to day after that, we do not assign a permanent named technician or account manager, and we would rather say so than imply one.
What is billed separately
Managed IT here is a defined scope, not an unlimited one. The items below sit outside the base fee and the user bundle. Each is scoped in your proposal and itemised on your invoice.
Cloud servers and cloud desktops
Hosting for servers, domain controllers, line-of-business applications and cloud desktops. Usage is billed monthly in arrears from your previous month, and the environment is scoped and quoted for your business.
Cloud desktops and management — Microsoft Azure and Nerdio Manager for MSP
Server backup and recovery
Image-based backup and recovery for servers, scoped per environment. This is a different service from the Microsoft 365 mailbox backup in the user bundle.
Computers and equipment
Laptops, desktops, network gear and accessories, supplied at our cost plus 20% to cover sourcing, configuration, asset tagging and warranty registration. We will show you the supplier invoice on request.
Extra licences and add-ons
Microsoft 365 Copilot, Exchange Online Plan 2, OneDrive Plan 2, Power BI, Visio, Project, and mobile device management for phones and tablets, added per user or per device as you need them.
Projects and additional onsite work
Migrations, installations, office moves, onsite work beyond the visits included in your agreement, and other work outside the day-to-day scope, including planned work scheduled outside business hours. Every project is scoped and quoted in writing before it starts.
Business phones
Hosted 3CX phone service is supplied by DVGVoIP, our telephony division, at DVGVoIP rates.
Published rates
All prices are in Canadian dollars, billed monthly, and exclude HST. Products and hardware are billed at our cost plus 20%, labour at the published hourly rates above, and business phones at DVGVoIP rates. Project work is quoted in writing before it starts. A P1 critical incident carries no after-hours charge.
What this looks like in practice
A staff account at a Northwestern Ontario client was compromised during an ordinary working day. The password was strong and multi-factor authentication was switched on and working — the attacker captured the session after it had succeeded.
Account monitoring detected it, the account was locked sixteen minutes after the attacker reached the mailbox, and a hidden mail rule and an attacker-registered device were found and removed. That is the ITDR service in the bundle doing what it is there for.
A real engagement, client anonymised. We name a client only with their written permission.
Read our case studies →Build your itemized quote
Choose the plans your team needs and flag anything outside the bundle. You get an estimated monthly total for the base fee and bundles on screen, and we follow up with an itemized proposal that assigns a licence to every person and scopes everything else.
Build Your Quote →- Phone: (807) 700-0061
- Toll free: (888) 873-0746
- Email: solutions@dvgsystems.com
- Mailing & shipping address: #279 – 1100 Memorial Avenue, Thunder Bay ON P7B 4A3
Prefer to talk it through? Request a proposal → Business phones are priced on the DVGVoIP site →