WHAT OTHER QUESTIONS DO CUSTOMERS ASK?

We have compiled a list of frequently asked questions from potential customers before they start working with us, just click on the question to see the answer!


I’m not sure what IT support or systems I need. Do I need to work this out first before calling you?

No, we can help you work out what you need. Very early on, we will help you identify what your end goal is and advise on savvy technical solutions to get to that point.

We are currently locked into a contract, is there any point talking about our systems before that contract ends?

We think so. Most support providers will try to auto-lock you into another term so if you are armed with the knowledge of what alternatives are available then you’ll be prepared for making the best decision when your current support finishes.

Do I need the health monitoring system on our machines to get support?

No, we can support your machine without it. Our health monitoring systems just enable us to spot problems whilst they are small. We can either add our health monitoring software as part of doing the first job for you or if you would prefer not to have it at all, then that is fine too.

Does it cost to have the health monitoring system?

It does have a cost to us but this is not a cost that we pass on. We see it as a tool we need to do our job so we don’t charge for the software or the time to install it. This is the same for both Fixed Price and Pay As You Go Support options

How do I know you’ll be any good?

Unlike other providers, we don’t lock our customers into long contracts. This means we have to provide you with a great service otherwise you will simply walk away. This is the same for all of our customers and so we believe this demonstrates far more than any comments we can make on how great we are.

If I get in touch, will you just try to sell me your services?

No, we hate pushy sales and it doesn’t fit in with why we do what we do. We don’t employ any sales reps. Instead, Matthew, who is a director will be the one you speak with first. Matthew is a Technical advisor great at offering sensible advice in plain English. We want you to be an informed part of the decision process and not just baffled into making a choice that you don’t fully understand. Matthew might not be able to sell you anything but he’ll certainly give you some friendly and valuable guidance.

Is there any registration process needed before getting support?

No, we like to keep things simple so if you want IT support, simply call 01279800039 or email [email protected] and we’ll help. There is no registration or criteria you have to hit – just simple access to great IT support.

If you don’t lock people into a contract, what’s the catch?

There isn’t one. We’ve been providing IT support to businesses in and around Essex for many years. In all that time, we have stuck to simply helping people and we are still here so there is no reason for us to change what we do. It’s a simple philosophy…if you do a good job, why do you need to have a contract?

I just want to confirm your prices, do I need to arrange a call?

We are happy to confirm these over the phone but unlike most providers, we do also list them on our website. Our pricing is simple, £25.50+VAT per 15 minutes for Pay As You Go support or £65+VAT per PC per month for unlimited Fixed Price Support. You can use our Pricing Calculator to confirm the prices for our Fixed Price support option if it helps too.

How long do your customers normally stay with you?

We are not sure as they don’t tend to leave so maybe the answer is forever? Don’t get us wrong, customers have left for reasons like selling their business to a large chain for example. However, we don’t tend to just lose a customer to a competitor. Like anyone, we sometimes get things wrong but where we do, we always hold our hand up and correct the issue. This has meant that our very first customers are still with us today.

Are there any extra costs on top of the price for IT support?

In terms of actual hands-on support, there are no hidden costs. So there are no call-out fee’s, minimum charges or admin costs etc. Obviously there may be other costs such as Microsoft licensing for example. These are all optional though and you can source your own software and hardware if you wish. Many customers source everything through us but this is because we are often cheaper than the normal market price so just makes sense. There is no pressure either way though.

What hours do you cover?

Our core hours are 8 am to 6 pm with our Fixed Price Support cover including everything between 8.30 am and 5.30 pm. We also have out of hours response covering weekends. It’s rare that you cannot get hold of the team at any time of the day but we don’t advertise a ‘24 hours a day’ service.

I’m worried that my current provider will be difficult during the hand over, what should I do?

It is a common worry but we have yet to meet an IT provider that is too difficult. They’ll unlikely be happy but as the process is to simply introduce us as your new IT provider, we will handle the change-over on your behalf. If you are thinking of leaving a provider than chances are they are used to others leaving too. These kinds of providers expect a high churn of customers so just hands over the details. Whatever happens, we will make sure you are looked after through the whole process.

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