Frequently Asked Questions

Tech Support UK Ltd provides comprehensive information technology support services including managed IT support, helpdesk services, system installation and configuration, network management, cybersecurity support, and business continuity services. For detailed information about each service, please visit our Services page.

Tech Support UK Ltd specialises in providing services to small and medium-sized businesses across the UK. We support businesses with various numbers of employees and IT infrastructure sizes. We can scale services to match your specific organisational requirements. Contact us to discuss whether our services match your needs.

Yes, our support covers both on-premises IT infrastructure and cloud-based systems and services. We support hybrid environments combining on-premises and cloud technologies. During consultation, we discuss your specific technology environment and confirm our capability to support your systems.

We provide support for major platforms including Microsoft Windows, macOS, Linux, Microsoft 365, cloud services and standard business applications. For specific software not listed, contact us to confirm support availability. While our team has broad expertise, some specialised applications may require third-party support.

Yes, we work with businesses across various sectors including professional services, retail, finance, healthcare, education and manufacturing. We understand industry-specific technology requirements and can discuss your sector's needs when you contact us. While we support diverse sectors, we may coordinate specialised support for industry-specific compliance or technical requirements.

Pricing varies based on service type and scope. Managed support is typically charged monthly based on infrastructure size and service level. Hourly support is charged at specified rates. Installation projects are quoted based on scope. During consultation, we provide detailed quotes before any work commences. Pricing information is provided in service contracts.

Managed IT support typically includes 24/7 system monitoring, software updates and security patches, backup and disaster recovery management, helpdesk user support, regular system maintenance, security monitoring and reporting. Specific inclusions are defined in individual service contracts. Contact us to discuss which elements match your requirements.

We offer both options. Many clients use ongoing managed support contracts providing regular support and monitoring. Others prefer hourly support on an as-needed basis. We can discuss which approach suits your requirements and budget. Some services like emergency support may incur additional charges.

Response times depend on issue severity and your service level agreement. Critical issues typically receive response within 15 minutes, standard issues within 2 hours. Specific response times are defined in individual service contracts. Emergency after-hours support availability depends on your service arrangement.

Yes, we customise service arrangements to match your specific requirements, budget and priorities. We discuss your needs thoroughly and develop service packages addressing your technology challenges. We can add services, modify frequency, adjust response times and include additional features based on your requirements.

Service contracts can typically be terminated with 30 days notice unless service agreements specify alternative terms. Upon termination, you remain responsible for fees through the termination date. We cooperate with service transition and provide support during handover periods. Early termination may incur fees as specified in service contracts.

You can contact us by telephone on , by email to , or through our contact form. Response times vary based on support method and issue priority. Telephone support provides fastest response for urgent issues.

Emergency support availability depends on your service contract. Some arrangements include after-hours and weekend support at additional cost. Standard business hour support is 09:00 to 17:30 Monday to Friday. For emergency needs, discuss availability during initial consultation.

We provide remote support for most technical issues using secure remote access tools. Remote support is efficient and minimises disruption. On-site visits are arranged when necessary for hardware installation, network configuration or issues requiring physical presence. Travel costs may apply to on-site visits outside London.

Remote support sessions use encrypted connections and require authentication. Only authorised support staff access systems, and sessions are logged and monitored. We implement security measures protecting your data and systems during support interactions. For additional security details, please contact us directly.

We maintain detailed documentation of all support provided including work performed, solutions implemented and recommendations made. You receive regular reporting on support activities, system status and recommendations. Documentation supports continuity of support and helps you understand your technology environment.

We implement comprehensive security measures including firewalls, intrusion detection, antivirus protection, encryption, access controls, security monitoring and regular updates. We maintain secure data handling procedures and comply with UK GDPR. Our security approach prioritises protecting your data and systems from unauthorised access and threats.

Yes, Tech Support UK Ltd operates in full compliance with UK GDPR and UK data protection law. Our practices include appropriate data security measures, transparent data handling, respect for data subject rights and documented legal basis for processing. When handling client data, we act as a data processor bound by data processing agreements.

We maintain incident response procedures for suspected data breaches. In the event of a confirmed breach posing significant risk, we notify affected individuals and regulatory authorities (ICO) within required timeframes. We document the breach, investigate causes and implement remedial measures to prevent recurrence. Our response prioritises your notification and appropriate remediation.

Backup implementation depends on your service arrangement. Managed support typically includes backup system management and regular verification. Backups enable data recovery in the event of loss. We discuss backup strategy, recovery time objectives and testing procedures during consultation. Recovery procedures are documented and regularly tested.

Data retention periods vary based on data type and legal requirements. Service contract data is retained for the contract period plus 6 years for accounting purposes. Backup data is retained according to disaster recovery requirements. Support documentation is retained for service continuity. Upon service termination, data is deleted securely unless legally required to be retained. You can request deletion under GDPR data subject rights.

You have rights under UK GDPR to access, correct, delete or port your personal data. To exercise these rights, contact us at with details of your request. We process requests within 30 days and provide data in structured, portable format. For detailed information, review our Privacy Policy or contact us directly.

Business continuity planning identifies critical systems and develops procedures to maintain operations during emergencies. Disaster recovery implements technical solutions to recover systems and data after failures or disasters. Together, these ensure your business can continue operating despite system failures, data loss or other emergencies. We help develop continuity plans appropriate to your requirements.

Recovery procedures should be tested regularly to ensure effectiveness. We recommend testing at least annually, with more frequent testing for critical systems. Testing identifies issues with recovery processes and ensures staff understand procedures. We document test results and areas for improvement.

RTO is the maximum acceptable downtime for a system—the time you have to recover from failure before business impact is unacceptable. RPO is the maximum acceptable data loss—how much recent data you can afford to lose. For example, 4-hour RTO means systems must be recovered within 4 hours; 1-hour RPO means no more than 1 hour of data loss is acceptable. We help define appropriate RTO and RPO for each critical system.

Off-site backup storage is important for protecting against site-wide disasters. We maintain off-site backup storage as part of comprehensive disaster recovery. Off-site backups ensure data survival despite facility disasters. Backup location and strategy are discussed during service implementation.

Our team comprises certified IT professionals with qualifications from recognized technology vendors and professional bodies. Team members maintain certifications in relevant technology areas. Specific qualifications include CompTIA credentials, Microsoft certifications, Cisco certifications and industry-specific qualifications. We invest in ongoing training and professional development.

Our team has experience with both current technology and legacy systems. However, support for highly specialised or obsolete systems may be limited. During consultation, discuss your specific systems so we can confirm support capability. For systems we cannot support directly, we coordinate appropriate third-party support.

Yes, we offer security assessments identifying vulnerabilities and security weaknesses. Assessments include comprehensive analysis of network infrastructure, systems, configurations and security practices. We provide detailed reports with prioritised recommendations for security improvements. Security assessment helps you understand your security posture and develop improvement strategies.

We maintain professional certifications and participate in vendor certification programmes for major technology platforms. Specific partnerships and certifications vary based on service areas. During consultation, we discuss our certifications relevant to your technology environment.

Contact us to arrange an initial consultation. We discuss your technology requirements, current environment and challenges. Based on this discussion, we provide recommendations and quotations for appropriate services. Once you decide to proceed, we establish service contracts and begin providing support.

Helpful information includes your company size, number of employees, current IT infrastructure overview, specific technical challenges, business objectives for IT support, budget parameters if known and preferred timeline. You do not need to prepare extensive documentation; we can gather information during consultation conversations.

Implementation timeframes vary based on service complexity. Helpdesk support can typically be activated quickly. Managed support implementation may take 1-2 weeks for thorough infrastructure assessment and setup. Installation projects vary from days to weeks depending on scope. We provide detailed timelines during consultation.

Yes, all services are governed by written service contracts. Contracts specify service scope, service levels, pricing, payment terms and other important conditions. Contracts protect both you and Tech Support UK Ltd by documenting agreed arrangements. We can discuss contract terms during consultation.

We are committed to service quality and client satisfaction. If you experience issues with our services, contact us promptly to discuss concerns. We will investigate issues and work to resolve them. For more detailed information about service quality commitments and complaint procedures, review our Terms and Conditions or contact us directly.

We accept payment by bank transfer, credit card and cheque. Invoices specify payment instructions and required details such as invoice number and payment reference. Payment is due within 30 days of invoice unless alternative terms are agreed. Contact us for payment arrangement options.

Billing frequency depends on your service arrangement. Monthly billing is most common for managed services. Quarterly or annual billing options may be available. Hourly work is typically invoiced at the end of each month. Specific billing frequency is documented in your service contract.

If you dispute a charge, contact us promptly to discuss the issue. We can review invoicing details, explain charges and address concerns. Most billing issues can be resolved through discussion. For unresolved disputes, our Terms and Conditions provide dispute resolution procedures.

Yes, invoices provide itemised breakdowns showing services delivered and corresponding charges. If you need additional detail about specific charges, contact us and we can provide detailed explanation or documentation.