Business IT & Infrastructure Services
Norwood Networking provides business IT services, managed networking, Wi-Fi, servers, data protection, security systems and infrastructure support for businesses across the Coquitlam, Burnaby, Vancouver & Lower Mainland.
- Building-to-Building Connectivity – Securely connect offices, buildings, shops, and other facilities using wired or wireless point-to-point networking solutions.
- Future-Proofing & Scalability – Technology planning and infrastructure built to support future devices, employees, locations, security requirements, and business growth.
- Business Phone Systems – Modern IP and network-based phone systems that provide dependable communication, flexible extensions, and room to grow.
- After-Hours Installation – Can’t interrupt your business during the day? We offer evening and after-hours installation options to minimize downtime and keep your team productive.
- Help desk support
- Remote troubleshooting
- User account management
- Endpoint management
- Patch management
- Network equipment management
- Vendor coordination
- Workstations
- Endpoint security
- Updates
- Microsoft 365
- And more.
Support & Service Levels
Support Availability – Our standard support hours are Monday to Friday, 8:00 AM – 6:00 PM, excluding statutory holidays.
Managed service clients receive 24/7 support availability for critical issues through our after-hours support process.
Ticket Process
All support requests are submitted through our client support portal.
Once received, each request is:
- Reviewed by our support team
- Categorized based on impact and urgency
- Assigned the appropriate priority level
- Assigned to a technician for resolution
Response Targets
| Priority | Example | Target Response |
|---|---|---|
| Critical | Business operations unavailable, major outage, security incident | 30 business minutes |
| High | Multiple users impacted, major service degradation | 2 business hours |
| Normal | Individual user issues, standard requests | 4 business hours |
| Low | General requests, scheduled changes, non-urgent tasks | Scheduled with client |
After-Hours Support
For managed service clients experiencing critical issues outside of regular business hours:
- Submit a ticket through the client portal
- Contact our after-hours support line
- An available technician will review and respond based on priority