General FAQ

Response Times

Darren McCarthy — Sun, 09 May 2010 11:18:43 GMT

Current revision posted to General FAQ by Darren McCarthy on 09/05/2010 12:18:43

Response Times

If you are subscribed to a GOLD home support package, Small Business support package, Enhanced Care E-mail package or VOIP package then we have the following guaranteed response times.

Critical - 1 business hrs
Urgent - 8 business hrs
High - 16 business hrs
Medium - 25 business hrs

These are response times ONLY.

A fix may take longer as it might be dependant on other matters such as issues from 3rd party suppliers or parts are required.

The response time, however, may depend on the nature and complexity of the inquiry, or unexpected call volume.

A one-hour support reply does not apply to any "how to", connectivity or software development related inquiries since such issues often involve extensive research and testing.

Technical Support assigns the highest priority to inquiries related to the servers' unavailability. Such inquiries are addressed immediately upon notification. If you submit a "Critical Ticket" and your enquiry does not fit this criteria then your ticket will be re-assigned to a lower status.

Response Times

Darren McCarthy — Fri, 07 Aug 2009 08:02:53 GMT

Revision 4 posted to General FAQ by Darren McCarthy on 07/08/2009 09:02:53

Response Times

If you are subscribed to a GOLD home support package, Small Business support package, E-mail package or VOIP package then we have the following guaranteed response times.

Critical - 1 business hrs
Urgent - 8 business hrs
High - 16 business hrs
Medium - 25 business hrs

These are response times ONLY.

A fix may take longer as it might be dependant on other matters such as issues from 3rd party suppliers or parts are required.

The response time, however, may depend on the nature and complexity of the inquiry, or unexpected call volume.

A one-hour support reply does not apply to any "how to", connectivity or software development related inquiries since such issues often involve extensive research and testing.

Technical Support assigns the highest priority to inquiries related to the servers' unavailability. Such inquiries are addressed immediately upon notification. If you submit a "Critical Ticket" and you your enquiry does not fit this criteria then your ticket will be re-assigned to a lower status.

Response Times

Darren McCarthy — Fri, 07 Aug 2009 07:12:11 GMT

Revision 3 posted to General FAQ by Darren McCarthy on 07/08/2009 08:12:11

Response Times

If you are subscribed to a GOLD home support package, Small Business support package, E-mail package or VOIP package then we have the following guaranteed response times.

Critical - 1 business hrs
Urgent - 8 business hrs
High - 16 business hrs
Medium - 25 business hrs

These are response times ONLY.

A fix may take longer as it might be dependant on other matters such as issues from 3rd party suppliers or parts are required.

The response time, however, may depend on the nature and complexity of the inquiry, or unexpected call volume.

A one-hour support reply does not apply to any "how to", connectivity or software development related inquiries since such issues often involve extensive research and testing.

Technical Support assigns the highest priority to inquiries related to the servers' unavailability. Such inquiries are addressed immediately upon notification. If you submit a "Critical Ticket" and you enquiry does not fit this criteria then your ticket will be re-assigned to a lower status.

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Response Times

Darren McCarthy — Fri, 07 Aug 2009 07:11:30 GMT

Revision 2 posted to General FAQ by Darren McCarthy on 07/08/2009 08:11:30

Response Times

If you are subscribed to a GOLD home support package, Small Business support package, E-mail package or VOIP package then we have the following guaranteed response times.

Critical - 1 business hrs
Urgent - 8 business hrs
High - 16 business hrs
Medium - 25 business hrs

These are response times ONLY.

A fix may take longer as it might be dependant on other matters such as issues from 3rd party suppliers or parts are required.

The response time, however, may depend on the nature and complexity of the inquiry, or unexpected call volume.

A one-hour support reply does not apply to any "how to", connectivity or software development related inquiries since such issues often involve extensive research and testing.

Technical Support assigns the highest priority to inquiries related to the servers' unavailability. Such inquiries are addressed immediately upon notification. If you submit a "Critical Ticket" and you enquiry does not fit this criteria then your ticket will be re-assigned to a lower status.

<o:p></o:p>

Response Times

Darren McCarthy — Fri, 07 Aug 2009 07:06:48 GMT

Revision 1 posted to General FAQ by Darren McCarthy on 07/08/2009 08:06:48

If you are subscribed to a GOLD home support package, Small Business support package, E-mail package or VOIP package then we have the following guaranteed response times.

Critical - 1 business hrs
Urgent - 8 business hrs
High - 16 business hrs
Medium - 25 business hrs

These are response times ONLY.

A fix may take longer as it might be dependant on other matters such as issues from 3rd party suppliers or parts are required.

Can I pay online through your website?

Darren McCarthy — Fri, 16 Oct 2009 08:51:19 GMT

Current revision posted to General FAQ by Darren McCarthy on 16/10/2009 09:51:19

Can I pay online through your website?

Yes you may pay online using various methods from www.stafford-itservices-online.co.uk. If you are subscribing then please use the subscribe buttons and you will be taken to our on-line shop where you may make the purchase.

You can use the

following payment Methods

Can I pay online through your website?

admin — Sun, 19 Apr 2009 11:01:20 GMT

Revision 1 posted to General FAQ by admin on 19/04/2009 12:01:20

Pre Sales Advice

Darren McCarthy — Mon, 22 Jun 2009 17:31:36 GMT

Current revision posted to General FAQ by Darren McCarthy on 22/06/2009 18:31:36

Although all of the information we have available to us regarding sales and product information is on our website, many customers ask us if we can give pre-sales advice on issues such as product compatibility, or selection of the best product for your needs.

In accordance with our company policy, we do not give pre-sales advice or technical support.
You should be able to find out all you need to know on our website which contains a great deal of up to date information. If the information you need isn't displayed, then this is normally because it hasn't been made available to us.

If this happens (particularly regarding compatibility), our advice is always to check directly with the manufacturer in question before going ahead and placing your order.

Examples of questions that we class as pre-sales advice:

I am looking for a replacement hard drive to work with by computer?
Which is the best graphics card to buy?
Can you let me know which processor is compatible with my motherboard?

However, if you are a CareFree Subscriber you may call the support desk for help and assistance. For Bronze level home customers this call will count as part of your monthly allowance.

Other products for repair

Darren McCarthy — Mon, 22 Jun 2009 17:29:48 GMT

Current revision posted to General FAQ by Darren McCarthy on 22/06/2009 18:29:48

When we accept the return of a product for repair, we'll organise for the product to be sent back to the relevant manufacturer or distributor. Note that we do not have an 'in house' repair service.

Due to the process and logistics involved, it may take up to 6 weeks for a product to be received by Stafford IT Services Online , sent to the relevant manufacturer for repair, returned to Stafford IT Services Online and then finally sent back to the customer, however the average time is 4 weeks.

We will of course always be happy to handle the repair on behalf of a customer, but remember for warranty repair we are only the 'postman' and it's worth noting that your problem can often be resolved much more quickly by dealing with the manufacturer directly.

In some cases, manufacturers provide an additional full on-site service and/or telephone help facilities for your convenience which of course, we recommend you utilise in order to correct the fault quickly.

We recommend trying this approach first. If you do deal with the manufacturer directly it will not affect your legal rights.

However, if you are a CareFree Support subscriber or have purchased additional installation support at the time of purchase please note that you are fully covered for technical support through the normal channels of support. In these cases please give the support line a call on 01785 878217 for more assistance with your purchase.

How long will my hardware repair take?

Darren McCarthy — Mon, 22 Jun 2009 17:29:18 GMT

Current revision posted to General FAQ by Darren McCarthy on 22/06/2009 18:29:18

How long will my hardware repair take?

You will be told at the time of booking your repair how long it will take. If a job is likely to exceed this period will will keep you informed of its progress. Longer repair times are usually due to difficulty in sourcing spares but again you will be kept informed of progress

How long will my repair take?

admin — Sun, 19 Apr 2009 10:44:37 GMT

Revision 1 posted to General FAQ by admin on 19/04/2009 11:44:37

Why do Return Numbers expire

Darren McCarthy — Mon, 22 Jun 2009 17:28:05 GMT

Current revision posted to General FAQ by Darren McCarthy on 22/06/2009 18:28:05

When an 'rma' which is short for 'return merchandise authorisation' number is issued for either the credit of, replacement of, or the repairing of products, please be aware that this rma returns number is active for a period of fourteen days (two weeks) only.

IMPORTANT NOTE - If we do not receive the products in question back within this timescale then your rma returns number will no longer be valid. This will lead to a delay in processing your return as we will have to manually process your return. So please ensure that you return products to us within the fourteen day timescale.

We do send reminder emails during the lifetime of an rma returns number. If we haven't received the products after the fourteen days have elapsed, we'll send to you another email to confirm that the return is no longer possible on that particular rma returns number.

Please remember that depending on how the product is returned to us, that it could take a few days to physically arrive. We will take this into account. So for example, if you've returned your product to us within the fourteen day period, but your product is delayed in transit , then when it arrives we'll action the return under the original RMA number.

We quite often find that customers ask for a return on a product they believe is faulty and then get the product working which takes away the need to send the goods back to Stafford IT Services Online. Alternatively, they may apply for an rma - returns number and only send the products back some months later when the units warranty has expired.

Why do we not repair goods

Darren McCarthy — Mon, 22 Jun 2009 17:27:20 GMT

Current revision posted to General FAQ by Darren McCarthy on 22/06/2009 18:27:20

Some customers ask if Stafford IT Services Online repairs faulty products. The answer is no, we don't. We specialise in selling IT and technology to customers - it's what we're good at! It simply wouldn't be feasible for us to maintain the technical skills, spares and equipment required to carry out product repairs. Plus, in virtually all cases, the manufacturer does offer a full repair service.

Why have I received another receipt for my replacement

Darren McCarthy — Mon, 22 Jun 2009 17:26:01 GMT

Current revision posted to General FAQ by Darren McCarthy on 22/06/2009 18:26:01

When a faulty or otherwise incorrect product is replaced, please note that you'll receive either an e-receipt, which is a sales receipt sent electronically via email (applicable to private/consumer customers) or a tax invoice (applicable to business customers).

We have to send an e-receipt/tax invoice if we issue replacement products, for our records. It's a business requirement to acknowledge such transactions.
Please note that you do not need to do anything, no action is required. The paperwork is simply for your records.

Customer Telephone Number

Darren McCarthy — Mon, 22 Jun 2009 17:25:22 GMT

Current revision posted to General FAQ by Darren McCarthy on 22/06/2009 18:25:22

When an account is created at Stafford IT Services Online we do request that a landline telephone number is supplied in all cases. The main reason for this is related to security. In the event that we encounter issues regarding payment details or delivery addresses, we will contact you on this number to qualify the situation.

We’re sorry if you are unable to provide a landline telephone number, but unfortunately, it is required by Stafford IT Services Online in order to accept your order and as such, we are unable to create an account without it.

Returning Software

Darren McCarthy — Mon, 22 Jun 2009 17:24:12 GMT

Current revision posted to General FAQ by Darren McCarthy on 22/06/2009 18:24:12

Unwanted software cannot be returned to Stafford IT Services Online for a refund unless it's unopened and in its original packaging.

We have to follow this policy because the return of opened software could lead to a possible breach of the Copyright, Designs and Patent Act (CDPA) 1988.

If you've bought software and the media is physically faulty, then at the request of the manufacturers, we suggest that you contact the manufacturers/publishers. Please use the contact information within your user manual to arrange this.

If you return faulty software to us, this will cause a delay in resolving the problem. By returning the faulty software to the manufacturers/publishers you are not giving up any legal rights you have against us.

Note that opened software is exempt from return under the terms of the Distance Selling Regulations (SI2334/2000).

What is a support unit?

Darren McCarthy — Mon, 20 Apr 2009 07:55:43 GMT

Current revision posted to General FAQ by Darren McCarthy on 20/04/2009 08:55:43

A Support unit is a 15 minute timeslot with our support technicians

Can I bring my Laptop to you

admin — Sun, 19 Apr 2009 11:08:09 GMT

Current revision posted to General FAQ by admin on 19/04/2009 12:08:09

Can I bring my Laptop to you

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Can I bring my Laptop to you

admin — Sun, 19 Apr 2009 11:03:55 GMT

Revision 3 posted to General FAQ by admin on 19/04/2009 12:03:55

Can I bring my Laptop to you

admin — Sun, 19 Apr 2009 10:54:27 GMT

Revision 2 posted to General FAQ by admin on 19/04/2009 11:54:27

Can I bring my Laptop to you

admin — Sun, 19 Apr 2009 10:50:51 GMT

Revision 1 posted to General FAQ by admin on 19/04/2009 11:50:51

Do you offer a single instance remote help ?

admin — Sun, 19 Apr 2009 11:02:54 GMT

Current revision posted to General FAQ by admin on 19/04/2009 12:02:54

Yes we do offer a single instance remote help which you can purchase from www.stafford-itservices-online.co.uk

Do you offer a nationwide collection & return service?

admin — Sun, 19 Apr 2009 10:58:56 GMT

Current revision posted to General FAQ by admin on 19/04/2009 11:58:56

Do you offer a nationwide collection & return service?

We only accept repairs in the local Stafford area. However, those on Gold support we can arrange a collection and delivery services if you are live out of the area.

Do you offer a nationwide collection & return service?

admin — Sun, 19 Apr 2009 10:58:03 GMT

Revision 1 posted to General FAQ by admin on 19/04/2009 11:58:03

What is your remote troubleshooting service?

admin — Sun, 19 Apr 2009 10:57:00 GMT

Current revision posted to General FAQ by admin on 19/04/2009 11:57:00

Using a small piece of software you download we issue a code for you to enter which creates a secure connection between our workshop and your computer. Please see the Rescue Link on every page for more information. It enables us to take control of your PC and even start the PC in "safe mode". All it requires is a working broadband connection.

How much will it cost?

admin — Sun, 19 Apr 2009 10:53:44 GMT

Current revision posted to General FAQ by admin on 19/04/2009 11:53:44

How much will it cost?

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We quote a price prior to commencing work and keep you informed on any changes to those costs.