Questions before you call
Do you support small offices and shops?
Ask which devices, systems and service areas are covered before booking.
How quickly will you respond?
Weekday replies within four business hours Confirm availability and what response means for the support arrangement.
Can you help remotely?
Some issues can be assessed remotely after authorization and an agreed access method.
Should I email my password?
No. Do not send passwords, recovery codes or payment information in an email.
Do you provide on-site visits?
Ask about visit availability, service area and any minimum callout charge.
Can you make a network completely secure?
No system is free of risk. The scope should identify measures, responsibilities and limitations.
Can you help with backups?
Ask about backup setup, monitoring responsibilities, restore testing and the systems covered.
Do you offer ongoing support?
Ask for a written description of coverage, exclusions, response times and fees.
What information helps with a support request?
Describe the issue, when it started and the device type. Leave confidential records and access details out of the initial message.