Questions we get asked
Open any question to see the answer. Cannot find yours? Just ask.
Questions we get asked
Open any question to see the answer. Cannot see yours? Just ask.
How quickly will you reply?
Most requests get a first reply within minutes. Urgent problems are answered first, any time of day on our 24/7 plans.
Can you fix things remotely?
Yes, most problems. We connect securely, fix it and tell you what we did. If we need to visit, we will book a time.
Do we need a contract?
Plans run month to month after the first three months. We would rather earn your trust than lock you in.
Can you move our website for us?
Yes. We copy everything across, test it and switch over at a quiet time, so your site stays up.
What happens if the site goes down?
We are alerted straight away and start fixing it. You will hear from us before you notice a problem.
Are backups included?
Every hosting plan includes backups. Business and Growth plans back up every day and we test them regularly.
Is our data safe with you?
We keep it backed up, protected and only accessible to people who need it. We explain exactly where it lives.
What if we are hit by a scam email?
Ring us straight away. We act quickly to limit the damage, then help you put things right and stop it happening again.
Do you help with new laptops?
Yes. We can supply, set up and secure laptops and phones, so staff can start work on day one.
How fast we reply
We sort every request by how much it stops you working, then answer in this order.
| Priority | What it looks like | First reply | Target fix |
|---|---|---|---|
| Urgent | Nobody can work, or email and your website are down. | 15 mins | 4 hours |
| High | One team or department cannot do its job. | 1 hour | Same day |
| Normal | Something is slow or broken for one person. | 4 hours | 2 working days |
| Request | A new starter, a new laptop or a simple question. | 1 working day | 3 working days |
Sample targets. Your plan sets the exact times, and we write them down.
IT worries? Hand them to us.
Tell us what is slowing you down and we will come back with a clear plan and a fixed price.
- Fast replies
- Fixed monthly price
- Local engineers