All support plans now include both computer/EPOS and web site support (where you have a website from us)

Computer/Tablet/Phone Support

  • All requests for support should where possible be made using the portal - please do not e-mail requests.
  • Support covers all your devices as agreed at the start of your support plan.
  • Covers download, installation and setup of new software.
  • Covers reinstallation or update of existing software including your operating system.
  • Covers resolution of problems you encounter with your equipment.
  • Covers hardware upgrades (not including cost of parts)
  • Covers setup of home networking including file sharing.
  • Covers connection of other devices to your network
  • Due to the extremely good value offered by these support packages, ALL computer support will be administered remotely where possible and will require us to install remote access software to your device.
  • update: July 2018. for 1 hour support plans, support requiring a visit to your home/office will be charged at the normal rate for half an hour extra or you have the option of bringing the equipment to us in which case will be included as part of your package. For those taking out 2 hour or more support plans, you can use your allowance against home/office visits, we charge against your plan 30 minutes for travel.
  • If you go over your allowance for the month, additional time will be charged at your equivalent plan hourly rate pro-rate per 30 minutes.
  • Rollover previous months allowance when unused into current month at no extra charge. Does not rollover into renewal. eg. with 1 hour support, in second month you have 2 hours, don't use again, have 3 hours, then use in month 3, regardless if you have time left, no rollover in month 4.
  • Minimum time charged against your allowance is 30 minutes - please ensure you have sent sufficient work for at least 30 minutes as a 5 minute job will be charged as 30 minutes.

Website Support

  • All requests for support should where possible be made using the portal - please do not e-mail requests.
  • Covers page edits/amendments.
  • Covers page additions.
  • Covers section additions.
  • Covers changes to graphics for example, change of telephone number.
  • Covers backups and software updates to your site.
  • Covers repairs to your site following updates, if the issue has been caused by updates and repairing is either not possible or will take longer than your cover time we will liase with you to agree a way forward.
  • If you also use MailChimp, you may use your allowance to have us edit and send out your newsletters. You will provide content as per agreed format.
  • If you go over your allowance for the month, additional time will be charged at your equivalent plan hourly rate pro-rate per 30 minutes.
  • Rollover previous months allowance when unused into current month at no extra charge. Does not rollover into renewal. eg. with 1 hour support, in second month you have 2 hours, don't use again, have 3 hours, then use in month 3, regardless if you have time left, no rollover in month 4.
  • Minimum time charged against your allowance is 30 minutes - please ensure you have sent sufficient work for at least 30 minutes as a 5 minute job will be charged as 30 minutes.
  • Additional functionality to your website is not included, this is classed as development and is at hourly/daily rate.

Additional charging for over allocation.

Once your hourly limit is used up, additional work will be charged at the prevailing rates. We will not inform you if you are close or go over your monthly allocation - it is up to you to keep track through checking your tickets in the portal.

Invoices will be generated automatically each billing period - renewals must be paid on or before the due date in order to keep any applicable discounts.

This is not 24 hour support

Specific extras dependent on support plan

  • 2 hours - lessons and training included (at your home or our office). Remote and Site/home visit support included.
  • 3 hours - as per 2 hours. Additional support response times of 9am-10am Monday-Friday exclusively for support plans.
  • 4 hours - As per 3 hours. With Saturday morning support response times of 10am-12pm.

Like everyone else, we take time off for holidays, however remote support can usually be offered. If support is not likely to be available, there will be a message on our website. Support is not usually available on weekends, since we do not work every weekend. However we may well respond to tickets on Saturdays, and we will help if we can.