Frequently Asked Questions
What is the difference between ad-hoc support and a support agreement?
Ad-hoc support is for customers who require only occasional assistance. There is no service level agreement.
Our support agreements are designed around a Service Level Agreement to ensure you receive priority support within specified timeframes.
How will I be charged?
Ad-hoc support requests will be billed for after the work has been completed.
A Managed IT customer will receive either a quarterly invoice or, in some instances, a direct debit will be set up.
How do I request support?
Email email@example.com or call us on 0333 3110 100.
If you are a new customer, please be sure to provide your contact details.
How are support requests dealt with?
Ad-hoc or Managed IT – the process remains the same.
When you email or call us with a support request we first log the problem as a ticket. This is then assigned a priority level and passed onto an appropriate technician. The technician will then contact you to advise on the process involved to resolve the issue. This will either be a remote support session or in some instances may require an on-site visit.
How long does it take for a support request to be actioned?
Our confidence guarantee states that you will receive an initial response and projected resolution time to any support tickets within 30 minutes (during office hours).
Where are you based?
Our head office is located in Farnham, Surrey
What areas do you provide services to?
We primarily cover the GU postcode but do provide support to other companies a little further afield too.
What type of equipment do you support?
Any piece of ICT equipment usually found in an office we can support. This includes, but is not limited to: routers, switches, firewalls, servers, computers, mobile phones, printers and scanners.
What equipment do you not support?
Any software or hardware that is covered by its own support contract. For example, mobile apps, accounting / crm packages, large format printers and plotters.