Support Plans FAQ

Why Support Plans

Over the last few years we have seen some significant changes in the way clients require assistance and also how quickly they want issues resolved.

The main changes we have seen in the IT industry is the switch from mostly onsite repairs with occasional email or phone assistance to now the opposite. Now it is rare for us to go onsite to clients to supply or repair hardware issues which at one time was the majority of my work. Nearly all of our work now is done instantly via email, phone or remote support.

So as you can appreciate, with at least a third of our time spent answering technical questions via email and phones which we have to charge accordingly for our time.

With most client’s issues now been resolved almost instantly it seems a lot fairer way to have monthly support plans with blocks of time included rather than charging a standard charge which can get costly for clients.

Can I get an email, phone, remote or an onsite visit without been subscribed to a support plan?

If you are not subscribed to a Next Century Support Plan, we still offer assistance via phone, remote or onsite but do understand that unfortunately we cannot offer a priority service with this as we do with our Support Plan clients.

Email and live chat support are only available to clients that are on a support plan.

Do you offer onsite service?

Yes, we offer onsite work for certain areas with a onsite callout for certain areas but our priority is with remote support.

Onsite priority service is given to support plan members.

I have an Avast CloudCare subscription, does this affect me?

No, if you have any issues with the Avast CloudCare software, feel free to contact us regarding any problems you encounter.

Also, we will always contact you should there be an issue with Avast CloudCare or a security threat found on your computer that we think is a major issue.

This is part of our Avast CloudCare service included in your subscription.

I have a domain, hosting or a website with you, does this affect me?

No, any problems with your domain, hosting or website, feel free to contact us at anytime.

I purchased parts or a system from you, does this affect me?

Any hardware issues with a component or system purchased from us that are under warranty, please don’t hesitate to contact me for assistance.

Although please understand, we can only give assistance with the item you have purchased and software is never covered under warranty.

As standard now, all our systems include 1 year basic support cover for home users and discounted support for business users.

What is the service software?

The service software that is supplied performs checks on critical parts of your device:

  • Disk Space
  • Disk Health
  • CPU Usage
  • Antivirus Software
  • Windows Update
  • Memory Usage
  • Windows Firewall
  • Online State
  • Windows Services & Processes

Together, we can fix the issue as soon as it arises hopefully before it becomes a major problem!

How can I use the support time?

The support time included with your plan can be used for:

  • Phone Support
  • Remote Support
  • Offsite Repairs
  • Computer Check Up

The support plan time cannot be used for:

  • Onsite work
  • Design or website related work

Do support plans cover out of hours work?

Unfortunately not, for out of hours work you will be charged at out of hours hourly rate and is not covered by your support plan.

But if not urgent, please do email us and we will reply as soon possible.

Please refer to the Hourly Rates page for prices and business hours.

Does any time I don't use transfer to the next month?

Unfortunately not, so make sure you use up your spare allotted remote support time for that month and if unsure what time you have left, don’t hesitate to ask!

Remember, the support time can be used for many other things other than fixing your computer, for example tutoring.

How am I billed for a support plan?

When you sign up for a support plan, you initial billed will include three months of support.

From then onwards, you will be invoiced quarterly.

This is a non-contractual agreement and you may cancel at any time but we do ask that you give 2 weeks notice.

Payment can be made by either:

  1. PayPal
  2. Direct Deposit
  3. Credit Card

Prices are subject to change at any time; however, we will notify you to ensure you are on a plan that fits your budget while still providing the care you need.

What happens if I use more than the monthly included support time?

On the last working day of each month, you will receive a Support Statement and you are billed for any additional time.

You will only be charged for extra support time that is 15 minutes or more over your included support plan.