Support hours and response times
When we are available, how we sort requests and how quickly you will hear from us.
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.
Local when you need us, remote when you do not
Most fixes happen from our desks in minutes. When we need to be there, we turn up.
- 10miOn site within 2 hoursFor urgent problems around Yourtown.
- 20miOn site the same dayBooked visits and quick call-outs.
- 30miOn site next working dayPlanned visits and installs.
- UKwideRemote support anywhereWe connect securely and fix it from here.
From first hello to fully looked after
Five steps, and you know what happens at every one of them.
- 01
Say hello
Ring us or fill in the form. A real engineer calls you back and listens.
A free 15 minute call - 02
We take a look
We visit or connect remotely and check your kit, your Wi-Fi and your backups.
No jargon report - 03
Fixed-price plan
You get a short written plan and one monthly price. Nothing starts until you agree.
No surprises - 04
Set up and move
We set everything up out of hours, move your data safely and test it works.
Zero lost days - 05
Looked after
We watch your systems, fix things fast and review how it is going every year.
Always on call
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