Frequently Asked Questions
How are your services delivered?
Most of our services are delivered remotely — we connect securely to your devices over the internet, meaning there's no waiting around for an engineer to arrive. Remote delivery is fast, convenient, and just as effective as an in-person visit for the vast majority of IT issues.
For services that require a physical presence (such as hardware upgrades, screen replacements, or on-site network setup), we offer on-site visits across the UK. On-site visits are subject to a call-out fee depending on your location — please contact us for a quote before booking.
What is the call-out fee for on-site visits?
Our call-out fee varies depending on your location relative to our base in Leeds. We'll always confirm the call-out charge before any visit is booked — there are no surprises. Get in touch for a quote specific to your location.
How quickly do you respond?
For remote support, we aim to respond within a few hours during business hours (Monday–Friday, 9am–5:30pm). Emergency call-out services are available for urgent issues — please contact us directly for emergency support.
For monthly retainer clients, response times are agreed as part of your service agreement.
Do I need to be technical to use your services?
Not at all. We work with business owners and staff at all levels of technical knowledge. We explain everything in plain English and make sure you understand what we've done and why.
Can you support my whole team?
Yes — we support businesses of all sizes, from sole traders to teams of 50+. Whether you need one-off support or ongoing IT management for your whole team, we can help. Get in touch to discuss your requirements.
Do you offer ongoing IT support?
Yes. Our Monthly IT Support Retainer gives your business a dedicated IT partner on an ongoing basis, with agreed response times, proactive monitoring, and priority support. Find out more here.
What areas do you cover for on-site visits?
We are based in Leeds and cover on-site visits across Yorkshire and the wider UK. Travel costs may apply for locations outside of West Yorkshire. Contact us to confirm coverage for your area.
Do you work with businesses outside the UK?
Yes — we work with businesses in Germany and are actively expanding our international presence. Remote support is available to German-based businesses now. If you're based in Germany and need IT support, get in touch and we'll discuss how we can help.
Is my data safe when you connect remotely?
Yes. We use industry-standard, encrypted remote access tools to connect to your devices. We never access your systems without your explicit permission, and all sessions are logged. We operate in full compliance with UK GDPR — see our Privacy Policy for details.
Do you sign Data Processing Agreements (DPAs)?
Yes. As a data processor handling client information on behalf of your business, we are happy to sign a Data Processing Agreement (DPA) in line with UK GDPR requirements. This is standard practice for businesses handling sensitive or personal data.
You can view our standard DPA here. If you have specific requirements or your own DPA template, please get in touch to discuss.
What's the difference between a retainer and one-off support?
One-off support is ideal if you have a specific problem to fix — a slow device, a software issue, a one-time setup. You pay for the work done and that's it.
Monthly retainer is for businesses that want ongoing IT support without the unpredictability of ad-hoc costs. You get priority response times, proactive monitoring, and a dedicated contact who knows your setup — all for a fixed monthly fee.
Not sure which is right for you? Get in touch and we'll recommend the best option for your business size and needs.
What industries do you work with?
We work with small and medium-sized businesses across a wide range of industries, including professional services (accountancy, legal, HR), marketing and creative agencies, healthcare and dental practices, retail and e-commerce businesses, and construction and trades companies.
If your business relies on computers, internet connectivity, or cloud software — we can help. Our approach is tailored to your specific setup, not a one-size-fits-all solution.
How do I get started?
Getting started is straightforward:
- Get a quote — tell us about your business and what you need via our Get a Quote page
- We'll be in touch — usually within one business day to discuss your requirements
- We get to work — once agreed, most remote services can begin the same day or next day
There's no obligation and no pushy sales process. Get a quote now.
What payment methods do you accept?
We accept all major credit and debit cards via our secure online checkout. For retainer clients, we can arrange invoicing and bank transfer. VAT receipts are available on request.
What if you can't fix my issue?
For services advertised as "no fix, no fee", you won't be charged if we're unable to resolve the issue. For other services, we'll always be upfront if we encounter a problem we can't resolve and will advise on the best next steps — we'll never charge you for work that hasn't delivered results.
Still have a question? Get in touch and we'll be happy to help.