Customer Support

We understand that customers have a choice where they purchase their web support from. We aim to build an excellent working relationship with all our customers provide high quality services at a fair price. We hope to build reliability, trust, and friendships through honesty and integrity so that we may ensure healthy long-term alliances.

Once we take on your website project, we work hard to ensure you get the service you need, from the initial analysis of your needs, through to building the website and beyond. Once your website is up and running, we recognise that you need to make changes from time to time - indeed, we welcome them. We are happy to charge for such changes either on demand or through regular payments with a guaranteed response time, according to customer need.

Remote Support

We will do our best to respond to any urgent telephone requests during normal working hours, but you will recognise that we can't be everywhere at the same time! Requests for help via email will normally be replied to promptly, with a much longer working day and week.

If it is helpful to talk you through a problem, or to show you how to do something with your CMS website, we can do this effectively with remote screen-sharing software.

Remote Utilities: 'Agent'

Our current preferred solution is the excellent free software from Remote Utilities. This allows you to talk to you by phone while we both see what is shown on your screen. To use it, you will need to download the free 'Agent' module from here:

Look for the Download link alongside the Agent module. This will allow you to download the small agent.exe program (just 4 MegaBytes) to your computer, which you can open (or 'run') as soon as we have instructed you to do so. This is perfectly safe - for us to gain access to your computer, you will need to let us know the computer id and password, both generated by the Agent module. You are in control at all times and can break the connection just as soon as you wish.

We will often use this method for a short training session, from initial training in use of your content management website to small follow-up sessions where you may need help with something not covered in your User Guide. It has also proved invaluable in solving email set-up problems, where you might have experienced difficulty in setting up your email program (eg Outlook, Thunderbird) correctly.