How We Work
These are the steps from the first phone call to everyday support, so you know what to expect. We'll explain things in plain English, and we won't push anything on you that you don't need.
Part 1
Getting to know each other
A friendly first conversation
It starts with a free, no-obligation IT check-in: a relaxed call to learn about you, your business and your technology goals. If we're not the right fit, we'll tell you.
A clear proposal
If it makes sense to keep going, we send a proposal in plain English: what we'd look after and how. Ask us anything, or ask us to change it. There's no pressure to decide on the spot.
Sign and meet the team
Once you say yes, we send the service agreement to sign electronically and book a "Meet the Team" session, where you meet the account engineer who will look after you.
Part 2
Getting you set up
We get to know your setup
We gather the details of how your office runs today: computers, network, software and accounts, plus whatever has been frustrating. We talk with the people who use it every day and look over any notes or documentation you already have.
We take a careful look
We review your network, computers, software and security, and check how everything is performing. You get a plain-English summary of what's fine, what needs attention and what can wait.
We fix what matters first
Anything urgent or risky gets handled first, so things are stable. After that we update or replace only what needs it, never for the sake of it.
We set up your team
We set up the tools and accounts your team needs, run short training sessions where they help, and leave simple how-to guides, so everyone knows how to get help.
We move your data, if needed
If email, files or systems are moving, we plan it carefully, back everything up first, move it with as little disruption as possible, and check that everything arrived intact.
Most offices are fully set up within two to three weeks, depending on size and how much needs fixing first.
Part 3
Looking after you
Everyday care
From then on we look after things every day: watching your systems around the clock, keeping everything updated, answering when your team needs help, and meeting with you regularly to review how it's going and plan what's next.
Our 30-day satisfaction promise
If you're not happy with our service after your first month, tell us. We'll listen, and we'll work with you to make it better.
What everyday care includes
Once you're set up, this is what you can count on from us.
Help when you need it
Call or email our own team for remote help, with after-hours help for emergencies. Never an answering service.
Onsite visits
Engineers come to you whenever something needs hands on it. We encourage regular visits too, because small problems often go unmentioned until someone walks past.
Watched around the clock
We keep an eye on your network and systems and act on problems early, often before anyone notices.
Updates, handled
Windows, Microsoft and other software updates installed automatically, at times that suit you.
Vendor management
We deal with your software vendors, printer company and other IT suppliers for you, so you're not stuck on hold.
Regular planning
Meetings with your account engineer to review how things are going and to plan and budget for what's next.
Clear reporting
Reports you can read without an IT background, so you know what's happening.
A client portal
One place to see open tickets, invoices and agreements, for you and your team.
Policies and templates
Ready-made computer, email and privacy policy templates you can adapt to your office.
Questions about getting started
How long does it take to get set up?
Are projects included in the monthly agreement?
Can we have regular onsite visits?
What technology do you support?
Do we have to move everything to the cloud?
What if we're not happy?
How quickly do you respond?
Start with a free IT check-in
That's step one above. Pick a time that suits you, or call if you'd rather talk now.