How we work

Every support request follows the same four steps. You always know what’s happening, what it will cost and what was done.

Step 1: You tell us what’s wrong

Email us, call, or use the contact form. Tell us what you were trying to do, what happened instead, and who is affected. You don’t need technical terms. “Outlook keeps asking for my password” is a perfectly good description.

If the problem is stopping your business from working, say so and we’ll treat it as a priority.
Step 2: We work out the cause

We reply within the same working day during working hours. We may ask a few questions, or ask for a screenshot of an error message. For most problems we then connect remotely, with your permission, to look at the affected computer.

We look for the reason a problem happened, so the fix lasts.
Step 3: We agree the fix and do it

We explain what we found, what we recommend and what it will cost. Nothing is charged without your agreement. Once you’re happy, we carry out the work remotely or visit your office.

If there is more than one sensible option, such as repairing or replacing a laptop, we set out both.
Step 4: We check it and write it up

We confirm with the person affected that everything is working. Then we send you a short written summary of what was wrong, what we changed and anything you should keep an eye on.

Over time, those notes become a useful record of your IT.

Looking after your systems and your data

Letting someone into your computers takes trust. These are the rules we work by.

Access only with permission: We only connect to a computer or account when you’ve asked us to and agreed to it. Remote sessions are visible on screen and can be ended by you at any time.
Only what the job needs: We access the systems needed for the task in hand and nothing else. We don’t keep copies of your files.
Passwords handled carefully: Where we need a password, we ask for it to be shared securely and recommend changing it once the work is complete.
Personal data under UK GDPR: We handle any personal data we come across in line with UK data protection law. Our privacy policy has the details.

Monday to Friday, 9:00am to 5:30pm (UK time), excluding bank holidays.

We reply to new requests within the same working day. Requests sent outside working hours are picked up at the start of the next working day.

Describe the problem in a few lines and we’ll reply within the same working day with what we think is wrong and what it will take to fix.