Support Plans FAQ

Support Plans

Questions & Answers

Why Support Plans

Over the last few years I have seen some significant changes in the way clients require assistance and also how quickly they want issues resolved.

The main changes I have seen in the IT industry is the switch from mostly onsite repairs with occasional email or phone assistance to now the opposite. Now it is rare for me to go onsite to a client to supply or repair hardware issues which at one time was the majority of my work. Nearly all of my work now is done instantly via email, phone or remote support.

So as you can appreciate, with at least a third of my day spent answering technical questions via email and phones which I have to charge accordingly for my time.

With most clients issues now been resolved almost instantly it seems a lot fairer way to have monthly support plans with blocks of time provided rather than debating how to charge a client for bits of work here and there.

Can I get an email, phone, remote or an onsite visit without been subscribed to a support plan?

Unfortunately not, all email, phone, remote or onsite repairs clients need to be on a monthly support plan.

Are you still available for onsite visits?

Yes, I will still offer onsite work for certain areas but my priority is with remote support.

To be eligible for onsite work you must have a monthly service plan subscription.

I have an AVG CloudCare subscription, does this affect me?

No, if you have any issues with the AVG CloudCare software, feel free to contact me regarding your problem.

Also, I will always contact you should there be an issue with AVG CloudCare or a security threat found on your computer.

I have a domain, hosting or a website with you, does this affect me?

No, any problems with your domain, hosting or website, feel free to contact me.

I purchased parts or a system from you, does this affect me?

Any hardware issues with a component or system purchased from me, please don’t hesitate to contact me for assistance.

Although please understand, I can only give assistance with the item you have purchased and software is never covered under warranty.

What is the service software?

The service software that is supplied performs checks on critical parts of your device:

  • Disk Space
  • Disk Health
  • CPU Usage
  • Antivirus Software
  • Windows Update
  • Memory Usage
  • Windows Firewall
  • Online State
  • Windows Services & Processes

Together, we can fix the issue as soon as it arises hopefully before it becomes a major problem!

How can I use the support time?

The support time included with your plan can be used for:

  • Phone Support
  • Remote Support
  • Offsite Repairs
  • Computer Check Up

The support plan time cannot be used for:

  • Onsite work
  • Design or website related work

Do support plans cover out of hours work?

Unfortunately not, for out of hours work you will be charged at my out of hours hourly rate and it is not covered by your support plan.

But if not urgent, please do email me and I will reply as soon as I get chance.

Please refer to my Hourly Rates page for prices and please check my Contact page for my business hours.

Does any time I don't use transfer to the next month?

Unfortunately not so make sure you use up your spare allotted remote support time for that month!

Remember, the support time can be used for tutoring as well.

How am I billed for a support plan?

When you sign up for a support plan, you initial billed will include a sign up fee and three months of support.

From then onwards, you will be invoiced quarterly.

This is a non-contractual agreement and you may cancel at any time but I do ask that you give 1 weeks notice if possible.

Payment can be made by either:

  1. PayPal
  2. Direct Deposit
  3. Credit Card (via PayPal)

Prices are subject to change at any time; however, I will notify you to ensure you are on a plan that fits your budget while still providing the care you need.

What happens if I use more than the monthly included support time?

On the last working day of each month, you will receive a Support Statement and you are billed for any additional time.

You will only be charged for extra support time that is 15 minutes or more over your included support plan.