Telephone support is a pre-paid service that’s offers advice and support over the telephone for general help with your system, including hardware and software that is not purchased through us. You purchase a block of time in advance, usually 4 hours, and as we log each call the time balance is reduced. Once it reaches 1 hour or below we invoice you to top up the time. Time credits rolls over month-to-month and there is no end-of-year cut-off, so you do not lose your time balance so long as you “renew” your contract by paying the annual administration fee. The small annual administration fee is invoiced each year in advance in December. Contracts that start part-way through the year attract a pro-rata administration fee.

If we are unable to resolve a support issue within a reasonable time frame then the support engineer will recommend a site visit to look at the problem first-hand, especially if it is hardware related as we can bring with us replacement hardware or software as necessary. This is quoted for and charged at an hourly rate prior to attending.

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