Commercial & Service FAQs

No.

A lot of work goes into transitioning between IT providers, but we include this as part of our service. There are no upfront onboarding or transition fees, and costs are clearly agreed upfront.

Our transition process is designed to minimise disruption.

We follow a structured, proven onboarding approach that moves you across with minimal involvement from your team.

If something unforeseen does occur during the transition, we’ll take responsibility and provide additional support.

We back our service with a tired and tested structure, not just promises.

You’ll receive:

• Regular service reviews
• Clear reporting
• Continuous improvement plans

This is built into our Quality Management System, ensuring the level of service you experience at the start is maintained long-term.

This is one of the most common frustrations we hear.

We don’t just sit and wait for problems to happen. We proactively monitor, review, and engage with your business as a whole - not just your technology. That means regular check-ins, meaningful conversations, and genuine interest in how IT can support your goals.

We do this in two ways:

1. Upfront discovery - we invest time at the start to understand how your business operates, not just your IT systems.

2. Ongoing engagement - your account manager stays involved, ensuring IT continues to align with how your business evolves.

You won’t be treated like just another ticket number.

Yes.

When you contact our service desk, you’ll speak with experienced, customer-focused technicians. We aim to resolve issues efficiently without unnecessary hand-offs or layers of needless escalation.

Yes.

Our service desk is dedicated solely to support. Our engineers aren’t pulled away to do projects or hardware builds – we have separate teams for that. This allows us to focus on availability, responsiveness, and service quality.

Email is an option, but it’s not the only option.

You can:

• Call us directly
• Email the service desk
• Log and track tickets via your customer support portal - (where you can also see service statistics and reporting)

You are free to choose what works best for you and your team.

Cyber security is built into everything we do.

We follow the same security principles, processes, and monitoring standards internally that we recommend to our customers. This means our advice is based on real-world use, not just theory.

Our service is designed to be clear and predictable.

You get one monthly bill covering everything agreed in your package. Any project work is scoped, agreed, and priced upfront - so there are no surprise charges.

Yes - regularly.

Most of the time things run smoothly, but when your business changes, we want to know. Regular reviews help us adjust, improve, and make sure IT continues to support where you’re going, not just where you’ve been.