// FOR INTEGRATORS AND MSPS · HANS STUDY · ONTARIO, CANADA
Level 3 escalation for integrators, MSPs, and vendors
A subcontract line, not a referral. When a ticket needs someone who has actually configured a Genetec Directory, sized a VMS SQL instance, or traced a spanning-tree loop across a stack of switches, that's what this block of hours is for. You keep the client relationship; I handle the part of the problem that needs a specialist.
Who this is for
An integrator whose Tier 2 team is stuck on a Security Center upgrade. An MSP covering a client's network and server estate who has hit a firewall policy or a Windows Server issue past what their own bench can carry. A vendor whose own support queue has escalated a deployment problem beyond what the standard script covers. The common thread is a working relationship with the end client already in place; this is the specialist layer behind it, not a replacement for it.
What the block covers
Genetec Security Center
Directory, Archiver, and SQL sizing problems, hardening gaps, upgrade runbooks, and the integration seams that break during a version move.
VMS hosts
Server and database health for Genetec, Milestone, Avigilon, AXIS, C-CURE, OnGuard, and EntraPass hosts, when the problem sits below the platform itself.
Switching
VLAN design, spanning-tree and loop issues, PoE budget, and the management-plane hygiene that a camera or access control network depends on.
Firewalls
Policy review, segmentation between corporate and security-system networks, and the rule cleanup that usually trails a change of install team.
Windows Server
Hardening, patching decisions, certificate and backup problems, and the configuration drift that builds up on a server nobody has owned for a while.
What it excludes
- Tier 1 and Tier 2 tickets. This is a Tier 3 escalation line for work your own team has already triaged.
- Contact with the end user or end client, unless that's agreed with you in advance.
- Ongoing helpdesk or a standing seat on your support queue.
- Licences, hardware, and third-party fees, which stay with you or your client.
Price
Starting at $1,750.
CAD, plus HST.
Remote delivery via the DHD, a remote access device. Terms apply.
How it runs
You send over the ticket, the system details, and whatever access or logs are already collected. I confirm the hours it's likely to take before starting, work the ticket myself, and send notes back in whatever format fits your own documentation. Most work runs through the DHD or a connection you provide, so nothing needs installing on your bench equipment.
Book a scoping call
A short call is enough to confirm this is a fit and agree how the first block gets used.