What do you mean by a support session?
A support session is a term used to represent a block of time that is used with our IT Experts - this consists of up to 15 minutes of our time. Each session is charged at our at standard fees subject to the package of your choice.

How do I pay for your services?
Residential customers are required to make payment by card for all support sessions in advance via your account in the Support Centre.

Business and Education customers are required to make payment by monthly invoice via cheque, card payment or BACS.

What is your availability?
Residential customers are on a first come first serve basis by appointment only.

Business and Education customers on the Pay-As-U-Go service are on a first come first serve basis by appointment only. Pre-Pay customers are provided a guaranteed response time of less than 8 working hours between 9am to 6pm. Premium customers are provided a guaranteed response time of less than 4 working hours between 9am to 6pm.

Opening times - 9am to 6pm Monday to Friday.

What if my problem is not resolved?
We offer a no-fix no-fee policy for all online support sessions provided to our customers. In the unlikely event that we do not resolve your problem, then your support sessions are credited back to your account.

If customers choose, we also offer a 30 day money back guarantee if you do not require your credited sessions to remain on your account.

What area do you cover for onsite support?
Our office is based in Hampshire and we provide an onsite support service within one hour from our premises. In some instances we provide onsite support anywhere within the UK subject to the agreement we have in place with you.

Customers that require onsite support can also benefit from our courier collect and return service where travel time exceeds one hour from our premises.

Is your remote control software secure?
Our remote control software utilises the very latest encryption technology to provide a one time connection directly between your computer and our IT Experts computer. Once our IT Expert has completed the support session then the remote control software disconnects securely and safely from your system.