Support
Every IT company says it has great service. Below is the specific, boring detail of how ours works — who picks up, how fast, what happens next, and what we do when we get it wrong.
Getting hold of us
They all reach the same people. The difference is speed, and whether there is a written trail afterwards.
Better for anything with detail, a screenshot or a decision in it, because it leaves a record we both keep.
If we are already on site, tell us then. It is a smaller company than you are used to dealing with, and that is the point.
Response targets
These are in the agreement, not on a poster. They are how quickly we respond, which is not the same as how quickly a thing is fixed — and we will not pretend otherwise.
Thirty minutes. The business has stopped.
Two hours. Somebody cannot work.
Same business day.
Next business day.
We tell you which one we called it.
We set the priority when the ticket opens and tell you what we set it to. If you disagree, say so and we will change it — you know what is costing you money better than we do.
Start to finish
Not a queue reading your account back to you. We already know what you run, because we wrote it down when we onboarded you.
In plain words, with an honest estimate. If we do not know yet, we say that instead of guessing at a time.
Written down against your documentation, so the next person to look at it — including you — can see what changed.
If the same thing comes back twice, that stops being a ticket and becomes a root cause we deal with properly.
Being straight with you
If you are comparing us with somebody else, these are the questions worth asking them too.
Our published targets are business hours. For genuine emergencies outside them, ring the same number and say it is an emergency — but we are not going to sell you a 24/7 promise we would be pretending to keep.
We tell you before you notice, say what happened, and say what we changed so it does not repeat. No invoice for fixing our own mistake.
Hardware, licences and third-party subscriptions are yours and billed at cost. Big projects get quoted separately, before they start. The monthly number covers running the place, not re-building it.
Keeping it that way
Support is not only what happens when something breaks. Most of the value is in the conversation nobody schedules.
What broke, what we changed, what is ageing, and what is coming up that we should plan for. No slide deck.
Kept current as things change, written for you rather than for a technician, and yours to take if you ever leave.
We tell you which machines are going to need replacing before they fail, so it lands in a budget rather than in an emergency.
Get started
Start with an assessment. We look at what you have, tell you what is at risk, and quote what it costs to take it off your hands.
