IT Support

FAQs

• What are your IT response times?

  If your case is urgent, we aim to respond in just a matter of minutes during office hours.

• Can you take over from our current IT provider?

  Yes. We regularly help businesses transition from their existing IT provider. We’ll work with you and your current supplier to ensure a smooth handover with minimal disruption to your day-to-day operations.

• Do I need to pay for a support contract?

  No, not at all. We also offer ad-hoc IT support to those who would prefer not to be in a contract – We’re accommodating!

• Can you provide new hardware? My computer is old, can you help?

  Sorry to hear that your trusty workhorse is seeking retirement. From identifying your specification needs, to sourcing cost-saving hardware and then setting it all up. We’d love to help!

• Do we need to replace our equipment to use your services?

  No, not necessarily. Only if we feel it’s a security risk to your business. We will perform an audit and send details of anything that you need to be aware of.

• When is IT support available?

  Our help desk is available Monday to Friday, 8:00am to 5:30pm.

  For urgent issues outside of these hours, clients can leave a message via our support number. While we do not provide a guaranteed out-of-hours support service, critical issues may be reviewed by our team, and we will respond where possible.

• Do you support organisations outside of Sussex?

  Yes, we support businesses all over the UK and even the globe! We have our sister company located in Perth, Australia too.

• Could you work with our internal IT team?

  Yes, we’d be delighted to work alongside your internal team and provide your business with the very best in outsourced IT.

• Can you create a support plan suitable for our needs?

  We certainly can – we fully tailor our packages so that we can work with sole traders, large businesses and everyone in between.

• Do I have to purchase large blocks of hours?

  No, there’s no need – we’re happy to support you on an ad-hoc basis or calculate only how many hours your specific business needs.

• What are your charges?

  We have a range of charges depending on whether your organisation is private, public or a not-for-profit, and different charges for ad-hoc and pre-paid hours. Please get in contact with a little info about your organisation and IT requirements and we can provide you with some info.

  Please contact us and we can discuss your business needs and IT aspirations further to find you the best option.

• Do you support home workers?

  100%. We appreciate that working from home has become the new normal, but we’ve been championing remote working with secure IT long before the pandemic!