Frequently Asked Questions
Some common questions we get asked...
What size business do you support?
We support small and medium-sized businesses from sole traders and start-ups to organisations with 1,000+ users or more.
Do you offer different levels of support?
Yes. We offer a range of support packages for a fixed monthly fee as well as pay-as-you-go for those who just want support every now and again. To view examples of our pricing packages pop over to our "Pricing" page.
Do you offer out of hours support?
Our normal office hours are Monday-Friday 08:45-17:30 (apart from Friday when we close at 17:00). We also offer out of hours support if required. To discuss your requirements call us today.
Do you offer bespoke services?
Yes, we certainly do. Every business has different requirements and every business is at different stages of their 'life' so we tailor our services to fit your needs.
What are your response times?
Our Helpdesk phone assistance is available during office hours and most issues can be resolved on the phone or when we log onto your systems remotely. Otherwise our remote response time is within 4 hours.
What is your process for handling technical support requests?
We have a priority based ticketing system to handle all your support requests.
What type of businesses do you support?
We work with many different types of small and medium-sized business from local firms to ones around the globe and include businesses in the financial sector, transport, health, charities, education, real estate and manufacturing.
Will I get a dedicated Account Manager?
Yes, a designated Account Manager will be allocated to your account. However all our Helpdesk staff can help you deal with any IT issues without having to go through your Account Manager first. This means your staff save time and get a speedier solution to your issues.
Do you provide hardware as well as technical support?
Yes we provide all sorts of hardware such as laptops, phones, mobiles, printers and servers. We also have the benefit of being a Hewlett Packard partner as well as being able to provide you with other well-known brands such as Apple, Lenovo, Dell, Samsung, Brother, etc. Visit our IT Equipment page for more info.
What are your services?
We provide an extensive range of IT support and telecoms support to small and medium-sized businesses which can be viewed on Our Services. We see ourselves as your one-stop-shop for all things IT and telecoms related so if you don't see what you're looking on our website just call us and we'll help you out.
What are your rates?
Our rates can be viewed on our Pricing page and include cost-effective plans where you pay monthly for a range of services. You can also pay-as-you-go if you prefer.
Do you offer remote support?
Yes we do. In fact most issues can be resolved remotely such as setting up equipment, upgrading software and maintenance. We do this through clever technology that allows us to securely connect to your device and take control of your screen, keyboard and mouse. To view our support packages head to our Pricing page.
Can you provide me with references?
Absolutely. For confidentiality and privacy reasons we don't put any contact details of customers onto our website but just ask and we'll put you in touch with them.
How do you handle emergencies?
Should any of our clients experience any emergency situations where immediate support is required, they can contact our Helpdesk or their Account Manager directly. We would then prioritise the request and aim for a swift resolution within the guidelines of our Service Level Agreements. Provisioning for any out of hours support requests can also be pre-arranged, and these would be tailored to you and the specific needs of your business.
What is your onboarding process?
When a full support contract is taken out with us, all supported computers go through an onboarding process that allows us to audit the device to provide its age and specification. This enables us to provide quick, remote support as and when it is required by the users in the future. This onboarding process also allows us to identify any existing issues that the computer may have, such as viruses or highlight any important missing updates that the computer may require.
What is your culture like?
We want to provide you with the best IT support and telecoms support that you can find. We're also very down to earth and try to keep the jargon down to a minimum unless of course you want the jargon, and then we'll happily oblige! You can get to know us a bit more by visiting our About page or calling us direct.
If you have a different question that we haven't covered here call us or use the form below.
