Frequently asked questions
Straight answers about how we work, what it costs and how we look after your systems. If your question isn’t here, ask us.
Working with us
What kind of businesses do you support?
Small and growing businesses that don’t have their own IT department, typically offices with somewhere between one and fifty people. That includes professional services firms, agencies, shops, clinics, trades businesses with an office, charities and start-ups.
Do we need to sign a long contract?
No. You can ask us to fix a single problem. If you’d like regular support or maintenance, we agree the scope and terms with you in writing first.
How much does it cost?
It depends on the job, so we tell you the cost before any work starts. For ongoing support, we agree a price based on how many people and devices you have.
How quickly will you respond?
We reply to new requests within the same working day during our working hours (Monday to Friday, 9:00am to 5:30pm). If a problem is stopping your business from working, say so when you contact us and we’ll prioritise it.
How support works
Do you offer remote support?
Yes. Many problems can be fixed remotely, which is usually the quickest option. With your permission, we connect to the computer through a secure remote-support session. You can see everything we do on screen, and you can end the session at any time.
Can you come to our office?
Yes. We visit businesses in London and surrounding areas. Remote support is available anywhere in the UK.
Do you work with Macs as well as Windows PCs?
Yes. We support Windows and macOS computers, Microsoft 365 and Google Workspace, and the phones and tablets your staff use for work email.
What happens if you can’t fix something?
We tell you plainly, explain what we found and set out your options. That might be replacing a part, replacing the device, or contacting the software vendor’s own support, which we can do on your behalf.
Security and your data
How do you handle our passwords and data?
We only access the systems we need for the job you’ve asked us to do, and only with your permission. We don’t keep copies of your files, and we encourage you to change any password you share with us once the work is complete. Our privacy policy explains how we handle personal data under UK GDPR.
Can you help make our computers more secure?
Yes. As part of setup and maintenance we turn on automatic updates, check antivirus is active, set up multi-factor authentication on email accounts and make sure backups are working. These basics prevent a large share of common problems.
What do we do with old computers?
Don’t throw them away with company data still on them. We can securely wipe old computers and drives so they can be reused, sold or recycled safely.
Still have a question?
Send it over. We’re happy to answer questions before you decide whether to work with us.