Remote Support

Remote support fees

When we need to do callout to a client, we are usually not able to visit immediately.  To help get round this problem, we have invested in a remote desktop access program called ConnectWise. With this we can usually resolve our clients’ issues before the end of the phone call. This massively reduces the time to resolution and avoids having to pay a callout fee along with an hourly callout rate.

The shift in the support we do has been moving further from callouts to telephone and remote desktop support. This has meant that we are now spending more time remote supporting our maintenance and non-maintenance clients than ever before. Not all our clients are under maintenance, and it is only fair that non maintenance clients now pay for technical support.

Fees

The fee is based on our hourly on site engineer rate of £30/hour inc. VAT, which works out at 50ppm with a minimum duration of 5 minutes.

Payment

If you are a Direct Debit client, the invoice will be marked, ‘To be taken by Direct Debit shortly’.

If you are not a Direct Debit client, we will issue a clearly itemised invoice just after the end of the month.

Maintenance clients

Our maintenance clients will not be affected by this.

Unattended Ad Hoc support

We use ConnectWise for unattended Ad Hoc support for installing new software or update existing software out of normal working hours.

ConnectWise installation

We will normally, install ConnectWise on business computers we supply. If in any doubt, it may be easilly removed.

Domestic computers do not get ConnectWise unless requested to do so.

ConnectWise may be installed by the end user as and when it may be needed. Please note, ConnectWise is not the only remote access software we use.

Privacy

When we have remote access to your computer, you will see a banner at the top of your screen for the full duration of our remote desktop session.