How PAYG IT support is charged

Our pay-as-you-go support charges are calculated by reference to the time spent working on each support request. Different rates will be charged for different types of work: on-site support and remote support with the time spent on each rounded up to the nearest 30/15 minute interval as follows:
  • Ad-hoc on-site support: £37.50 per 30 mins (£75/hr)
  • Ad-hoc remote support: £12.50 per 15 mins (£50/hr)
  • Emergency on-site support: £45 per 30 mins (£90/hr)
  • Emergency remote support: £30 per 30 mins (£60/hr)
Click here to estimate your monthly IT support costs

Remote support

In the majority of cases, 15 minutes (the minimum billable amount) is sufficient time to diagnose and resolve problems. Occasionally, more time will be needed but if after 1 hour of work is completed further time is required, we will seek approval from a
Primary Contact
A Primary Contact is a nominated person authorised to accrue charges on behalf of the client.

A Registered Contact is a nominated person who we have been authorised to give remote support to without firstly having to seek approval from a Primary Contact.
before continuing. At this point, we will provide an estimate on how much more time will be required to resolve the issue thereby giving the Primary Contact the opportunity to limit the cost of the support request.

On-site support

Occasionally, a support request will require us to conduct a site visit. In such cases, we will seek approval from a
Primary Contact
A Primary Contact is a nominated person authorised to accrue charges on behalf of the client.

A Registered Contact is a nominated person who we have been authorised to give remote support to without firstly having to seek approval from a Primary Contact.
and arrange a suitable date and time for the visit beforehand.

Useful links

Fincomp Remote Assistance Exchange (2010) Webmail Exchange (2013) Webmail IMAP/POP3 Webmail Domain Control Panel Hosting Control Panel Web Hosting Status
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