• Support Services

    When it comes to IT, change is constant. Make it easy with support solutions from the experts at Horizon.

  • The world of information technology is marked by neverending rapid and relentless evolution and transformation. Horizon has a full suite of IT services available to help you stay ahead of your technology. You focus on what you do best, and leave the rest to us!

  • Horizon Support Services

    IMAC (Install, Move, Add, Change) Services
    Don’t let simple changes to hardware or software tie up your team, Horizon can manage all your IMAC needs, making sure that you grow and expand at your own pace in a systematic, cost-effective way.
    Support and Training
    Support is available to all for IT issues through email, phone, and web knowledgebase. Horizon can offer courses and programs on a variety of computing topics, and training facilities.
    Procurement
    Horizon offers consulting on the purchase of IT products and participates in negotiated special pricing with Dell, Lenovo and HP.
    EndPoint Life-Cycle Management
    This service repairs and maintains client endpoints and peripherals. The technician’s responsibilities may extend to deploying and configuring new hardware, asset tagging, installing and updating software packages, troubleshooting problems to resolution and decommissioning.
    Accounts and Access
    Account, access, and authority systems and services protect information resources. Services in this category include WebLogin and Two-Step Authentication, ID Card, Authority Manager, and more.
    Email and Calendar
    Horizon supports Microsoft Exchange, Office 365 and Gmail.
    Backup and Storage
    Services that support requirements for data encryption of endpoints, and a variety of for-fee, encrypted backup and storage solutions, are also available.
    Network Printing
    This service provides consolidated print servers to clients. It includes fee-based printing services including device maintenance, monitoring, managing print queues and reporting.
    Communications
    We offer a number of telephony options to help you stay connected. We can help with smart phones, desk phones and even set up a call center for you. Explore all the options to see what we can do for you.
    Document and Digital Asset Management
    Services include digital asset management, file sharing and document, electronic document storage and imaging, and multiple use solutions such as Perceptive and SharePoint.
    Networks and Connectivity
    Horizon network administrators work to support, monitor, and optimize network performance while maximizing network security and availability.
    Security
    Services and tools that safeguard computing resources and data. Horizon provides services such as patch management, desktop configuration, mobile device management, authentication systems, antivirus software, firewalls, network monitoring and reporting.
    Servers and Data
    Centralized server hosting, system administration, and Microsoft SQL database administration. Local server management is also available.
    Software and Business Applications
    Web-based ordering sites allow clients review and order subscriptions and services. In some cases, software products are implemented and managed centrally on behalf of the client.
    Service Desk
    Software and hardware support is available at our central IT Service Desk. Fee-based contract support is available. A variety of tools and services are available for technical support to centrally manage endpoints, servers, SAN’s and security using automated processes.

    The Service desk offers direct client support for the services shown overleaf.

    This is available Monday to Friday from 8:00am – 5:00pm on working days. After hour support is available.

    When you call the service desk your call will normally be answered within 30 seconds – this may be longer if the lines are busy but shouldn’t exceed 120 seconds.

    If the lines are busy this usually suggests that there is a major problem – i.e. with e-mail or the network – we may switch to voice mail during this time and it may therefore be worthcalling back later – but please call.

    When you call the help desk you will be asked to give basic details of your problem, including how this affects you and your department. You will be asked for details of the system you were working on at the time and any error messages displayed – so please have these ready.

    Once the problem has been described you will be given a reference number for any future call-back – please make a note of this.

    If you need to speak directly with a technical expert please contact them by phone or email – the call should refer to a logged problem.

    You will be asked to give the Business Priority of your problem as shown below – if the help desk cannot fix this on the phone you will then receive a call back.
    Coverage
    Horizon provides complete coverage for BC, Alberta, Saskatchewan and Manitoba. Horizon is a TechSelect partner. This allows Horizon to service remote locations throughout Canada. There are 42 locations in Western Canada. TechSelect members are part of an exclusive community of respected and industry leading technology service providers. Members of the TechSelect community work together to not only improve their industry knowledge but also to leverage each other’s skills and office locations. By working with a TechSelect member you can be confident that the member has trusted support and fulfillment options across the country including:
    • Winnipeg
    • Saskatoon
    • Regina
    • Calgary
    • Edmonton
    • Grande Prairie
    • Red Deer
    • Burnaby
    • Kamloops
    • Kelowna
    • Penticton
    • Richmond
    • Vancouver
    • Victoria

    Account, access, and authority systems and services protect information resources. Services in this category include WebLogin and Two-Step Authentication, ID Card, Authority Manager, and more.