IT support and help desk for Alberta businesses

How to reach our help desk

Use whichever route your staff will actually use. Every request becomes a ticket with its own number, so nothing gets lost between a phone call and an email.

• Phone: (403) 245-9429. Call when something has stopped work for you or for several people.
• Email: send your request to the support address we give you when you join.
• Client portal: log a request through the portal.
• Microsoft Teams: message us from the tool your staff already have open.

What happens when you raise a ticket

1. Your request arrives by any of the routes above and becomes a ticket.
2. AI triage sorts it. Our AI reads the ticket, sets its category, priority and support level, and writes a clear title, before a technician has to open it.
3. A technician picks it up, usually with a briefing in front of them. The briefing is internal: it pulls in similar past tickets and what we know about your device and user, and suggests a plan.
4. A person replies. You hear from a technician, never from the AI.
5. We fix it. Technicians fix what they can remotely and visit when a problem needs hands on a device or a cable.
6. We record what was done on the ticket, so the next person who picks up a similar problem starts with the answer.

Response targets for IT support

Our response targets depend on priority. They measure the time to a first reply from a technician and apply in business hours.

Critical response target: 30 min in business hours, 60 min after hours.

These are targets, not promises about every ticket. Across all priorities, 96% of first replies met them between April and September 2026. The target is for the first reply, not for the fix. Resolution depends on the problem: 36% of tickets were resolved the same day in that period.

Response targets apply in business hours as set out in your service agreement. The 36% is the share of tickets resolved on the calendar day they were opened (Mountain time), measured to final close, April to September 2026.

The AI briefing, explained

The briefing is the part of our service that clients do not see, and it is why a technician can start a ticket without asking you everything again. For most tickets it:

• summarises the problem in plain language;
• finds similar tickets we have already solved;
• adds what we know about the device and the person;
• suggests a plan, and can draft a reply for the technician to edit or throw away.

All of it stays inside Davinci. You see only what the technician chooses to send. We do not use AI to answer you, because a person who knows your business should.

After-hours on-call

After hours, a technician is on call on a weekly rotation, with a second-level technician as backup. Critical issues are escalated to the person on call with a 60-minute response target. Other requests sent after hours are queued under longer, after-hours targets.

After hours is on-call cover, not a staffed overnight desk. Automated monitoring runs around the clock, so a failing server or connection can raise an alert and open a ticket even when no one is in the office.

New staff, leavers and Microsoft 365 support

Joiners and leavers are the requests that come up most often in a growing business, so we treat them as a routine, not an emergency.

• New starter. Send us the name, start date, role and what they need access to. We create the account and licence, add the right groups, shared mailboxes and Teams, set up and enrol their device, and hand it over ready to sign in.
• Leaver. Tell us the last day. We disable access, secure the mailbox, recover devices and reassign or remove the licence, so nothing is left open.
• Day-to-day Microsoft 365. Password resets and multi-factor authentication, mail and calendar, Teams, OneDrive and SharePoint access, shared mailboxes and licensing. We manage your Microsoft 365 tenant, not just answer questions about it.

What our help desk supports

• Devices. Windows and Mac laptops and desktops, phones and tablets, printers and peripherals, including setup, repairs coordination and replacement.
• Accounts and access. Sign-in, passwords, multi-factor authentication and permissions.
• Network support. Wi-Fi, switches, firewalls, internet and site-to-site connections, managed alongside the help desk so one team owns the fault from your laptop to the line.
• Business software. The line-of-business applications covered in your plan's scope, set out in writing.
• Remote and onsite. Technicians connect remotely to fix what they can, and visit when a problem needs hands on equipment.

IT support pricing

Help desk support comes with managed IT, typically $100–125 per user per month and lower for larger teams, with unlimited calls and devices, depending on the infrastructure we manage. For what is included and what moves the price, see managed IT services in Calgary and our pricing page.

Where we work

Davinci is an Alberta IT company based in Calgary, and our help desk team is in Calgary. We provide remote support to businesses anywhere in Alberta, and onsite support in Calgary, Airdrie, Chestermere, Okotoks and Cochrane.