Support & Maintenance

There are two common ways of working, and each suits a different kind of business.

• Pay per call: you pay only for the work done. It suits offices with a few computers and occasional problems, but nobody watches the equipment between calls, so faults are found only once they get in the way.
• Monthly agreement: an agreed scope for a set number of users and devices, with monitoring and maintenance included. The cost is predictable, and some problems are dealt with before they ever become a ticket.

If you have more than a handful of computers, a server, or a till your takings depend on, a monthly agreement usually makes more sense, because the work becomes maintenance instead of firefighting. For households and very small offices it is better to pay per call and not pay for monitoring you do not need. There is also a middle ground: basic monitoring monthly, with call-outs billed separately.

For holiday rentals and hospitality the difference shows most in the season, when a broken till or Wi-Fi in August means lost takings and unhappy guests. Either way, an inventory of equipment and credentials helps, because without one every first call takes longer.

A ticket comes in by email or phone and gets a number, so it is always clear what is still open. What helps most is the exact text of the error message or a screenshot. A code such as 0x80070005 says straight away that it is a permissions issue, while "it doesn't work" says nothing.

Remote access opens only once the user approves it on their own computer, and the session is closed when the job is done. If the problem needs a replacement part or work on the cabling, we arrange an on-site visit.

When a ticket is closed, the record keeps the cause and what was done, so the same fault is quicker to fix next time.