SUPPORT COVER 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 our 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 cover with labour included rather than charging a standard charge per incident which can get costly for clients.
Can I get email, phone, remote or onsite support if I don't have support cover?
Unfortunately not, If you do not have home or business support cover then none of these services are available:
- Email Support
- Live Chat Support
- Phone Support
- Remote Support
- Onsite Support
Do you offer onsite service?
Yes, we offer onsite service for certain areas but a callout fee can apply for clients that are over a certain distance away.
Priority is given to clients that have business support cover.
I have an Avast CloudCare subscription, does this affect me?
No, you do not have to have home or business support cover for us to assist you with the Avast CloudCare software and feel free to contact us regarding any problems with the software.
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.
But assistance with removal of viruses is not included in the Avast CloudCare subscription.
I have a domain, hosting or a website with you, does this affect me?
No, Support Cover is more for clients requiring email, phone or remote support with IT issues.
Any questions in relation to your domain names, hosting or website, please don’t hesitate to contact us.
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
- Antivirus Software
- Windows Update
- Windows Firewall
- Online State
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:
- Direct Deposit
- 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.