FAQs

Q1. What areas do you cover?

We work throughout Carmarthenshire, Pembrokeshire and Ceredigion. Our remote support service is available throughout the UK, however our 10% discount and no call out fee only applies to customers in Carmarthenshire, Pembrokeshire and Ceredigion.

Q2. Will I always receive "same day" support?

When you call our helpdesk a technician will be assigned and they will return your call within 3 hours. However, we operate our support service within working hours (Monday - Friday 9am - 5pm) therefore if you call after 2pm a technician may not be able to get back to you within the allotted time. Should this be the case, we will call you back the next working day.

If your issue is business critical we will always endeavour to provide you with support as soon as possible. If you require an out of hours support contract please let us know and we can provide a quote to cover this additional service.

See guidelines below for a basic outline of how we provide support to our customers.

HELPDESK CALL PROCEDURE

1. Call our helpdesk on 01239 712345
2. Technician assigned, they will call within 3 hours
3. Technician will try to resolve problem remotely
4. If the problem hasn't been resolved we will arrange an on-site visit

Q3. What is defined as "business critical"?

This varies from business to business.

In our initial consultation, prior to agreeing any support contract we will discuss all areas of your company's IT and establish which areas are most critical to the day-to-day running of your business. This may change throughout the duration of your support contract and as your IT support provider it is vital that you keep us updated with this information. Our technicians are always keen to fully understand each of our client's needs and keep a note of all areas that are critical to keeping the business operational.

Q4. What is your "Fair Usage Policy"?

To give all customers optimum support service, irrespective of helpdesk demand, we have a Fair Usage Policy covering how we prioritise our call and work allocation. The frequency and nature of the calls we receive are recorded, should the system identify a high frequency of call from a single contract then recommendations are made - whether it be a replacement of equipment or a course of formal training.

Q5. Can you service & support my PC on a regular basis?

We take a proactive approach to IT support therefore each of our support clients receive a full IT consultation at the beginning of their support contract. This service will be on-site therefore it is only available to clients in Carmarthenshire, Pembrokeshire & Ceredigion. Our contracts offer unlimited support (Small business support - remote/phone only) so you can call us whenever you need assistance (Fair Usage Policy applies).

Q6. What if my computer or IT system needs new parts? Does the contract cover that?

No, however we do work in partnership with many leading hardware and software suppliers and manufacturers. We will always look for the most competitive price currently available and will discuss any costs involved before ordering the parts.

Q7. How long are your IT support contracts?

Our standard contract is for 12 months, however should you require a shorter or longer term please let us know, or maybe consider using our Pay as you go support.

Terms & Conditions: IT Support

All prices exclude VAT.
Fair usage policy applies for unlimited contracts.
"Buy 1 hour remote support get 1 free" is redeemable once per business.
10% discount and no call out fee only applies to Small Business Support customers in Carmarthenshire, Pembrokeshire and Ceredigion.