The Knowledge Base

Our standard helpdesk is open 9:00 AM to 5:00 PM, Monday to Friday (Closed Weekends & Bank Holidays). We offer extended hours and 24/7 emergency support for Elite clients.

Yes. Our 'Managed Onsite' plans include unlimited onsite visits for issues that can't be fixed remotely. We love seeing our clients face-to-face!

We primarily support businesses in Shropshire, Herefordshire, Worcestershire, and Powys. Our main hubs are Ludlow, Shrewsbury, Hereford, and Telford.

You can call our helpdesk directly, email, or log a ticket through our client portal. Most clients prefer to call or email - we respond to both quickly.

We typically work with businesses between 5 and 100 employees. Smaller than 5 is often better served by ad-hoc support. Larger than 100 often has in-house IT and may need us for specific projects.

Yes. All our managed plans include next-generation antivirus (EDR) as standard.

Yes. We provide phishing simulation and security awareness training to help your staff spot scams.

Absolutely. We handle the entire process from gap analysis to certification. We guarantee you'll pass first time.

We have incident response procedures. We'll isolate affected systems, investigate the breach, restore from backups if needed, and help you report to regulators if required.

We start with a Gap Analysis to audit your current security against the standard. We fix any issues found. Then, we work with our assessment partner who will only submit your application once a pass is guaranteed.

You won't. Our process is designed so that the final submission only happens after a 'pre-marking' stage. If there are issues, we fix them before the official submission.

For Cyber Essentials Plus, we prepare you for the audit. The actual audit is done by an independent certification body to ensure impartiality, but we are there holding your hand (digitally) the whole time.

No. We handle the entire process. We talk to your old provider, get the passwords, and migrate everything. You don't have to have awkward conversations.

Rarely. We plan the transition carefully to ensure your email and systems stay online throughout the handover.

Typically 2-4 weeks from signing to full handover. We never rush - we'd rather do it right.

We've dealt with this before. We know how to reset passwords, prove domain ownership, and gain access without their help if necessary.

Just access to your Microsoft 365 admin portal, a list of your devices, and 30 minutes for a kickoff call. We handle the rest.

Every business is unique. A simple office with 5 laptops is cheaper to support than a factory with complex servers. Our 'From' prices give you a realistic baseline.

No. We quote for projects upfront. Our monthly fee covers all day-to-day support.

Not for managed clients on our Onsite plans. Site visits are included. Ad-hoc visits for non-managed clients are quoted per-visit.

Unlimited remote support, proactive monitoring, patch management, security tools, backup monitoring, and regular account reviews. Basically, everything you need for peace of mind.

Our contracts are typically 12 months. If you're unhappy in the first 30 days, talk to us - we'll make it right or let you go.

We fix connectivity issues (e.g., getting it on the network). For hardware faults, we liaise with the manufacturer or your managed print provider on your behalf.

We have a standard 1-hour response SLA for critical issues, but our average is under 15 minutes.

Yes. We support mixed Windows/Mac environments. Most of our clients are Windows-based, but we're comfortable with Apple devices too.

Yes. We can spec, source, and set up new hardware. Devices arrive ready to use - just log in and start working.