Frequently asked questions

Do you offer free quotes?

We do not usually provide instant or fixed quotes without an initial assessment. Most IT work requires an initial conversation and, in many cases, an assessment or site survey. This allows us to understand the scope properly and provide a realistic estimate based on what is actually required.

Why do you need an assessment before starting work?

IT systems vary widely, even when problems appear similar. An assessment helps us understand your setup, identify any risks or constraints, and recommend appropriate next steps. This avoids incorrect assumptions and reduces the likelihood of unexpected issues later.

Do you provide one off support or ongoing support?

We provide both one off support and ongoing support arrangements. Some clients contact us for specific issues, while others prefer an ongoing relationship where we support and review their systems over time. We can review which approach is most suitable for your situation.

Who do you work with?

We support individuals, professionals, charities, and small to medium sized organisations. Our work often involves acting as a technical point of contact between clients, software providers, and specialist suppliers.

Do you support Microsoft 365 and Outlook issues?

Yes. We support Microsoft 365 environments, including email, Outlook, OneDrive, SharePoint and Teams, with configuration, troubleshooting and security oversight.

Can you help if email works on one device but not another?

Yes. This is a common scenario and can have several causes, including device configuration, software profiles, security controls, or synchronisation issues. We usually investigate this by reviewing both the affected device and the wider email setup.

Do you provide remote support or onsite visits?

We provide remote support where appropriate and onsite visits when needed. Many issues can be resolved remotely, but some situations, such as hardware faults or cabling work, require an onsite visit.

Can you support existing systems you did not set up?

Yes. We regularly support systems that were installed or configured by other providers. In many cases, we first carry out an onsite survey to understand how the environment is set up. This allows us to identify issues that are not always visible remotely and to make informed, realistic recommendations before any changes are made.

Do you guarantee security or protection against cyber attacks?

No. No system can be guaranteed to be fully secure. Security is about reducing risk through multiple layers, including technology, processes, and user behaviour. Our role is to design, implement and manage appropriate security measures based on the organisation’s size, risk profile, and requirements.

Security is introduced in layers, combining technical controls, monitoring, user awareness and ongoing review. A short explanation of this layered approach is available here.

Is cloud storage the same as backup?

No. Cloud storage and backup serve different purposes. Cloud storage focuses on access and collaboration, while backup is designed to protect data against loss, deletion, corruption, or ransomware. In many cases, both are required as part of a sensible data protection approach.

Do you provide backup solutions?

Yes. We design and manage backup solutions built on established third party platforms. These solutions are tailored to the environment and include ongoing oversight rather than simple installation.

Can backups guarantee that data will always be recoverable?

No. Backups significantly reduce risk but cannot guarantee recovery in every situation. Factors such as the type of incident, the timing, and the condition of the data all affect recoverability. We explain these limitations clearly when discussing backup options.

Do you provide cabling and networking services?

Yes. We provide structured cabling and networking services, including new installations, upgrades, and fault finding. These services usually require a site survey to assess access, routing, and scope before work proceeds.

Do you repair computers and laptops?

We assist with diagnostics, configuration issues, and some hardware related problems. Where manufacturer or specialist repair services are required, we help coordinate the process and explain the options clearly.

Do you offer data recovery services?

We assist with data recovery by assessing the situation and, where appropriate, working with specialist recovery providers. Data recovery is a specialist service and not all data can be recovered. An initial assessment is always required.

Can all lost data be recovered?

No. The success of data recovery depends on many factors, including the type of failure and the condition of the storage device. We are careful to explain realistic outcomes before any recovery work is attempted.

Which areas do you cover?

We are based in Hertfordshire and support clients across London, Essex and Hertfordshire. A full overview of the towns and areas we cover is available on our Local IT Support page.

We also work with clients in other regions of the UK and Ireland, and provide ongoing remote support for some clients based in other countries where this is appropriate and practical.

Do you work evenings or weekends?

Yes. We understand that some work needs to be carried out outside normal working hours to reduce disruption. Availability depends on the type of work and existing commitments, and this is discussed in advance.

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