Frequently Asked Questions

IT Support for Small Businesses

Pricing and Costs

  • Our support is charged at £60.00 per hour plus VAT at 20%.

    We charge by the minute. If a fix takes 23 minutes, the cost is £23.00 plus VAT. Customers appreciate this straightforward, transparent approach and find it clear and fair.

  • Pay as you go support is flexible, you only pay for what you use, when you need it.

    With a monthly contract or retainer, you pay a set price each month and have access to a certain number of hours for support.

  • This depends on what we are going for you. If you just need some adhoc support regarding a certain issue, then no, there are no setup or onboarding fees.

    If we are setting up a service for you, like Microsoft 365, then yes, there is a setup fee, which is usually £60.00 plus VAT.

    We would always advise you of any fees upfront before work is undertaken.

  • For IT support we charge for labour. If you would like on-site support, then depending on where you are located, there maybe mileage and parking charges.

    If you need some equipment or consumables, like printer cartridges then these would also be chargable.

    Any charges will be clearly explained either before work is untaken, or in the case of consumables and equipment, before anything is ordered.

  • Our hourly charge is £60 plus VAT at 20%. However will bill by the minute, therefore if a job takes 37 minutes, the cost is £37.00 plus VAT.

  • Our standard hourly rate is £60.00 plus VAT at 20%.

    We bill by the minute, so if a job takes 28 minutes, the cost is £28.00 plus VAT.

    This is the same rate, whether the work is completed during normal business hours, and evening or weekend.

  • Call-outs or onsite visits are still charged at £60.00 per hour plus VAT at 20%, however there is a minimum of a 1 hour charge.

    There may also be mileage and parking charges added.

  • Generally we don’t charge for very quick fixes or simple questions that take a few minutes.

    You telling people how wonderful and helpful we are would be appreciated.

  • If we have fixed an issue and you have been billed for it and the problem reoccurs within 10 - 14 days, please reach out to us straight away.

    We will try and resolve the issue without additional charge.

    If it has been longer than 14 days, or it is discovered something else has caused the problem, there may be a charge for the time.

  • We are very clear and upfront about our pricing. Life is complicated enough without adding extra stress for you or for us.

    Any costs that will be involved are provided upfront before any work commences.

    Any costs for services like security software or Microsoft 365 are confirmed before the services are configured.

  • Sometimes it’s simpler to charge a fixed fee for work like building a website. There’s a lot of back-and-forth, like emails, checking content, making changes, so a fixed price avoids tracking small random bits of time.

    Details of what is included in the project fee would be detailed before any work commences.

  • In many cases we can provide an estimate of how long a task will take. For example, connecting your newsletter service to your domain name, usually takes about 15 - 20 minutes; so the cost would be £15 - £20 plus VAT. This is based on the client having all the log in information for the various portals available to them to complete the task.

    If once work commences and we have underestimated the cost, we can advise you that there is more work than expected and provide a revised costing.

  • We track time spent on a task using software. This way, when you get your invoice you will see the various activities that have taken place. We try to detail what happened in each time period or if it was one session, then we list that actions completed.