I need help for my computer! How do I get it?
Don't panic! You've already done most of the hard work. To talk to a real person (and an IT Expert at that!) call us on 02382 02 8000 and we can explain everything in detail.
If you have access to the Internet on the machine you need Support with, our IT Experts can fix your problem using our leading Online Support. Create a FREE account to register your Support Sessions in our Support Centre, then talk to an IT Expert by telephone or using Live Support to get us in Remote Control to fix your problem!What is Live Support?
Live Support is an easy way to speak with an IT Expert. Using our secure Live Chat application you can connect to an IT Expert directly without having to pick up a phone. Our IT Experts are always on hand to answer your questions and to provide support - just click on the Live Support link in the top right of every page!
What is a Support Session?
All of our Online and Onsite Support is provided on a session basis. One support session is up to 15 minutes of time with an IT Expert, whatever you might need us for.
All unused sessions will remain on your account for one year from the date of purchase, and can be renewed at the end of the year by simply purchasing one session to extend for a further year!
How do your Support Packages work?
Our Online Support packages get cheaper the more sessions you buy at once, and all sessions you don't use will stay on your account for a year. When your IT Expert has finished fixing your problem(s) they deduct the sessions for your Support from your account. You will receive an email with full details of your recent support session, how many sessions you have used and how many are remaining on your account.
Why do I need an account before I can purchase Support?
We take your privacy seriously, and we will NEVER pass your details onto anyone else, however to comply with regulations, and for our records, we require you to have an account. Setting up an account takes less than a minute and you can ask us to delete it at any time, although you will loose any associated unused sessions.
Which payment methods do you accept?
We accept all major debit and credit cards, as well as payment through PayPal.
All customers are required to make payment for Online Support sessions in advance. You can purchase Support Sessions via your account in the Support Centre, or by speaking to an IT Expert who can do this for you.
Business and Education customers subscribing to our Outsourced IT Support Plan and other subscription based services are invoiced monthly in advance. All payments are required in full by BACS within 7 working days from invoice unless otherwise agreed.
Is your website and payment process secure?
We use industry standard SSL encryption to protect your details and your payment details as they are sent across the Internet, the same security as used by banks and other retailers.
What is your availability?
We operate a normal working day, however emergency and out of hours support is available to customers with Service Level Agreement contracts.
Residential customers are supported strictly on a first come first serve basis. For Online and Onsite Support, we strongly recommend an appointment.
Business and Education customers using Pay-As-U-Go Support are also supported on a strictly first come first serve basis by appointment only.
Outsourced IT Basic and Pre-Pay Support plans for Business and Education customers provide a guaranteed response time of less than 8 working hours between 9am to 5pm. Outsourced IT Premium & Unlimited and Pre-Pay-Plus Support to both Business and Education customers are provided a guaranteed response time of less than 4 working hours.
Our office opening hours are between 9am to 5pm Monday to Friday.
What if my problem is not resolved?
In the highly unlikely event that we cannot fix your IT problem, we offer a no-fix no-fee policy for all Online Support sessions. Your IT Expert will immediately credit your used sessions back to your account.
We also offer a 30 day money back guarantee for all unused sessions 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. To discuss this possibility, please speak with an IT Expert.
If you require support outside of our usual area of coverage, you are welcome to use our Courier Collect & Return service. Please speak with an IT Expert to discuss your issue and arrange pickup of your equipment.
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 Expert's computer. Once our IT Expert has completed the support session then the remote control software disconnects securely and safely from your system. We, or anyone else, cannot reconnect to your computer once your Remote Control session has disconnected.