Help Desk

• If you need assistance installing software or hardware
• If you can't work out how to do something
• If you are being plagued by error messages
• If you need guidance as to which software to buy or use
• If you need guidance as to which hardware to buy or use
• when your computer or network stops working
• when you are looking for information on the Internet and can't find it

You can get assistance in all these scenarios from our help desk. Our support and programming staff are Information Technology professionals experienced in dealing with problems like these every day. They have access to our own internal databases as well as support resources from the major suppliers like Microsoft. In addition they have access to, and are experienced in using, excellent resources on the Internet. Yet, because we have systems in place to facilitate, control and manage your requests, we can do this at a price small business can afford.

This is how it works.

Once you are one of our registered clients, and have logged in, you can enter an assistance request either here or on our client services page. This request will immediately appear on an unallocated requests queue visible to all of our support staff in multiple locations. Anyone knowing the answer can immediately respond to you or else a supervisor will allocate the request to the most appropriate person to deal with. Either way the requests and the responses are recorded in our system and continuosly monitored to ensure they are dealt with promptly and accurately. If the request can be answered immediately, with no research or further action, you will be charged $30. If the request has to be researched or actioned you will normally be charged $30 per 15 minute or part thereof.

If we can't help you there will be no charge and if the request is going to take longer to research or solve (or we need to send someone out to help you) we will advise you of an estimated charge before proceeding.

Of course, if it is an emergency or if your computer is not working, then you can ring us but we discourage this except in those circumstances. There are three basic reasons for this

• telephone calls are disruptive and more expensive for us to handle
• making you describe the problem in writing helps you to clarify your thoughts and often before you are finished you will have answered your own question and won't need to click on the submit button
• entering the requests into our system ensures there is a permanent record of it. At anytime in the future you can go into our system at no cost and examine the requests you have raised and the answers we gave. Irrespective of whether we answer you by e-mail (the normal practice) or by phone, our answer will always be recorded in our database for future reference.