Paying extra for extended device support means having your IT provider offer more comprehensive coverage for your computers, printers, mobile devices, and other hardware beyond standard hours or basic troubleshooting. This can include faster response times, on-site visits, support for a wider range of devices, or assistance outside regular business hours. For a Canadian small or mid-sized business, this kind of support can be a practical investment to reduce downtime and keep your team productive.
Why extended device support matters for Canadian SMBs
When a critical device breaks down or malfunctions, it can halt work, delay customer service, and even risk data loss. For example, if a point-of-sale terminal or employee laptop stops working during peak hours, every minute without a fix can affect revenue and customer trust. Extended device support helps by ensuring quicker, more flexible help—often remotely, sometimes on-site—so problems get resolved before they snowball into bigger issues.
Additionally, devices that are not regularly maintained or promptly repaired can become security risks. Outdated hardware or firmware can open vulnerabilities that cyber attackers exploit. Having extended support often means your IT provider can proactively monitor and update devices, reducing cyber risk and helping you meet privacy expectations under Canadian regulations.
A typical scenario: How extended support helps in practice
Consider a Canadian company with about 50 employees spread across two offices. One afternoon, a key employee's laptop fails to connect to the company network, disrupting access to shared files and email. Without extended device support, the business might wait until the next business day for help, losing valuable hours of productivity.
With extended support, the IT provider can respond quickly—often remotely diagnosing and fixing the issue within an hour. If a hardware replacement is needed, they can arrange same-day on-site service or loaner equipment. This minimizes downtime and keeps the business running smoothly.
Checklist: What to consider when evaluating extended device support
- Response times: Ask how quickly the provider commits to responding and resolving hardware issues, including outside normal business hours.
- Coverage scope: Clarify which devices are covered (e.g., desktops, laptops, printers, mobile devices) and whether support includes remote troubleshooting, on-site visits, or parts replacement.
- Support hours: Confirm if support is available evenings, weekends, and holidays, especially if your business operates beyond standard hours.
- Proactive maintenance: Check if the provider includes regular device health checks, firmware updates, and security patches as part of extended support.
- Escalation process: Understand how complex issues are escalated and how communication is handled during critical incidents.
- Cost transparency: Review pricing details to see if extended support is a flat monthly fee, pay-per-incident, or bundled with other services.
- Internal readiness: Verify your team's ability to identify and report hardware issues promptly and maintain basic device hygiene (e.g., regular backups, password protection).
Next steps
Deciding whether to pay extra for extended device support depends on your business's tolerance for downtime, the critical nature of your hardware, and your team's technical comfort level. To make an informed choice, speak with a trusted managed IT provider or IT advisor who understands the specific needs of Canadian small and mid-sized businesses. They can help you weigh the benefits against costs and tailor a support plan that fits your operations.