logo		 Supporting thousands of users since 2001 with an outstanding level of customer service

Support

Rutland ICT technical consultants have supported thousands of users on PCs and networks and have significant experience of the problems which can occur. All our engineers have been through an Enhanced Disclosure with the Criminal Records Bureau allowing them to work in schools. The CRB allows companies like Rutland ICT to make safer recruitment decisions. For further details please see here

Problems can often be resolved over the phone, through advice by email or by remote support (where we take control of your PC from our offices) thereby saving on the cost of a callout.


We offer telephone/email/remote support for home and business users. For new home user clients, credits must be paid for in advance. This can be done over the phone with a credit/debit card or by visiting our workshops in advance. Businesses and home users who are existing customers are invoiced for support under our normal 30-day terms.
Beyond technical support we also offer consultancy services with advice ranging from internet security to strategic planning.
Home users - standard charges
Technical support in your home per hour
minimum charge 1 hour		 £65
Workshop technical support per hour
minimum charge 1 hour		 £65
Telephone support per call
minimum charge & charge per 15 minutes or part thereof		 £15
Remote support per session
minimum charge & charge per 15 minutes or part thereof		 £15
Email support per reply £15
Out of hours support per hour
(Emergency callout rate) Outside 0900-1700 Mon-Fri. Minimum charge 1 hour		 £85
12 month Standard Support Contract Level 1 popup details £200
12 month Premium Support Contract Level 2 popup details
NEW includes local user PAYG option with lower charges		 £400
Remote & telephone support is charged in 15 minute bands. Beyond the first hour all other support is charged in 15 minute bands. Prices for home users include VAT.  
Business users - standard charges
Onsite support per hour
minimum charge 1 hour		 £65
Workshop technical support per hour
minimum charge 1 hour		 £65
Telephone support per call
minimum charge & charge per 15 minutes or part thereof		 £15
Remote support per session
minimum charge & charge per 15 minutes or part thereof		 £15
Email support per reply £15
Business ICT consultancy per hour £75-£125
Out of hours support per hour
(Emergency callout rate) Outside 0900-1700 Mon-Fri. Minimum charge 1 hour		 £85
12 month Standard Support Contract (SLA) Level 3 popup details
£675
12 month Premium Support Contract (SLA) Level 4 popup details
NEW includes local business PAYG option with lower charges		 £1450
12 month Unlimited Premium Support & Consultancy Contract (SLA) Level 5 popup details
 £2000
Out of Hours support SLA & International Traveller PAYG details PAYG to £500/month
 
Remote & telephone support is charged in 15 minute bands. Beyond the first hour all other support is charged in 15 minute bands. Prices for businesses exclude VAT


Customer Charter

We aim to:
  1. Give a polite and friendly welcome to clients visiting our workshops including free coffee
  2. Answer the telephone within 30 seconds during office hours (Mon-Sat 0900-1700)
  3. Respond to answerphone messages within 20 minutes during office hours
  4. Respond to emails during office hours within 30 minutes
  5. Commence work on a logged support request within the timescale stated in the SLA
  6. Record, monitor & respond to complaints and feedback with a response within 48 hours
  7. Research the latest security software and keep SLA clients informed of significant developments by email
  8. Use trusted third parties at our expense to provide support where we are unable to meet deadlines or lack expertise
  9. Provide consultants who are properly trained and who have been through an Enhanced Disclosure with the Criminal Records Bureau
  10. Use only branded high quality parts for hardware repairs with at least 1 year warranty through us or the manufacturer
  11. Treat client data confidentially
  12. Keep detailed notes on each workorder and have every workorder checked by a Manager prior to closing and invoicing


Tel. 0845 833 0828

Email: support@rict.co.uk