9am to 5pm, Monday to Friday (excluding bank holidays).0330 223 4960
Our support desk is open from 9am to 5pm, Monday to Friday (excluding bank holidays). Critical support is available 24/7.Log a ticket
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Frequently Asked Questions
Our offices will be closed from 5pm on Thursday the 21st December 2023 until Thursday the 4th January 2024. Out of hours critical support will be available during this time, please call us on 0330 223 4960 or email firstname.lastname@example.org.
Please respect our consultants right to time off during this period by only using our mainline phone number and support email address. This will put you in touch with the members of our team that are covering our helpdesk at that time.
In the interest of providing the best service we ask that you use the main contact details above instead of contacting a member of our team directly.
Our consultants will often share individual contact details to work directly with you during a project, however it is important that our customers switch to using our main contact details for support once a project has been delivered.
This will ensure that any issues you have are properly recorded on our systems and dealt with as promptly as possible, the consultant you have previously worked with will be notified as part of this process, if they are available.
Due to commitments with our suppliers our cancellation policy will vary by service. We will always provide you with details of commitments when you sign up for a service.
However we believe our customers shouldn't be forced into any unnecessary commitment, therefore we will always allow a customer to cancel if they cover all costs associated with their service. We don't charge fees for canceling a contract, however any assistance you need from us to help you transfer services to a new provider will be deemed as chargeable work; which will be billed at our standard daily and hourly rate.
As our services are often customised for each customer our pricing can be complex, if you are interested in a service we urge you to get in touch and we can arrange to provide you with a fixed price quote.
In some instances where a fixed price quote is particularly hard to provide, or at the request of a customer, we may charge based on a daily or hourly rate. This is particularly true when providing many development and consultancy services.
Our standard day rate is £450 excl VAT, and our hourly rate is £75 excl VAT. We invoice time used in 15 minute increments.
We offer 24/7 support for critical issues; to meet our criteria for a critical issue your support request must meet at least one of the following conditions:
Critical business systems are down or severally impeded (accounts software, CRM software, email server / service , and customer facing websites)*
There is a significant and immediate impact to your revenue (online sales)
There is a risk to the security of your IT system (server hardware failures, hacking attempts)
All other issues will be dealt with during our normal office hours which are 9am to 5pm Mon-Fri, excluding bank holidays and over the Christmas period. Examples of standard support issues are:
Individual employees device or software is either not working or not working as expected
A none critical business system has gone down (reports system, company intranet, and other informative systems)
Users needing assistance in correcting or completing a certain process
A issue with a website, or written software, that has a minor and limited impact on its users
If you regularly open outside of office hours, at weekends, during bank holidays, or over the Christmas period, and you would like regular support on those days, please let us know and we can happily arrange a support package that works for your business.
*If you need a particular service to be classed as a key business system by us please let us know so we can add this to your support package.