Tell us what's broken

What happens next

After you send that form

Nothing automated, and no sequence of emails. In business hours you get a call back from the person who will do the work.

1. We ring you. In business hours, usually well before you have moved on to something else. The first question is whether it is one person or everyone, because that single answer decides most of what follows.
2. We try to fix it there and then. A large share of faults are resolved on that first call, remotely, before any question of a visit arises.
3. If it needs hands, we book it. You get told the actual window for your job, not "sometime today".
4. You see the cost before we start. A fixed quote after diagnosis, and approval before anything is spent.

Before you call

Three answers that save you money

Support is billed by time, so anything that shortens the diagnosis shortens the invoice. If you have these ready, the call is faster:

• Is it one person or everyone? This separates a device problem from an account or network problem immediately.
• What changed? An update, a new password, a power cut, a new device, a bill that may not have been paid.
• When did it last work? "This morning" and "some time last week" lead down completely different paths.

How to prepare for a remote session has the longer version, including what to close before someone connects.