How do you charge for work done?

We have discovered that customers don’t like paying a flat monthly fee for a service they don’t use. That’s why our Pre-Purchased Support Credit model is so popular. We charge only a small monthly user charge and then the customer buys a block of credits. Each credit represents 15 minutes of Technician support time actually spent on resolving your case at a standard 8 hour response rate. All calls are rounded down to the nearest 15 minutes.

How do I know how many Credits we have left?

Just like your bank, each month we will e-mail you a statement detailing all the activity on your support account- It will show how many credits you started the month with, details of the cases on which credits were used and the balance of credits carried forward.

How long do Credits last?

They have no expiry date and last as long as the contract is in place.

What locations does your Support cover?

Agile IT is based in the town centre of Aylesbury and we offer prompt on-site support to all surrounding Villages and Towns including :-

  • Tring
  • Wendover
  • Aston Clinton
  • Buckingham
  • Bicester
  • Hemel Hemstead
  • Milton Keynes
  • Waddesdon
  • Princes Risborough
  • Thame
  • Wing

Our service is not limited to just local business, Agile IT looks after the IT systems for many customers located throughout the UK. Using the latest in Remote Support Tools we are able to fix most problems over the Internet no matter where in the world the problem manifests itself. Indeed most local support calls are fixed using these tools which obviously reduces downtime, disruption and costs.

Do you offer same hour call-outs in emergencies?

Calls may be escalated to either High (4 hour response) or Urgent (1 hour response) priority by named individuals from your business. These calls consume credits at either twice or three times the standard rate in the first hour only. Thereafter the call reverts to the standard rate of 1 credit = 15 minutes.

I don’t really want a contract, what else can you offer?

Support from Agile IT without a Support Contract in place is something we also offer. We still charge in 15 minute blocks but do not round the minutes. And there is also a small surcharge for credits purchased in this way.

How do you account for travel time?

At Agile IT we practice what we preach and use technologies that allow us to fix most support issues remotely from our own offices and thus eliminate any travel time. On the occasions where this is not possible we do apply a fair mileage charge. However as we are local to most of our customers this charge never equates to much.

Do you work on the weekends?

Yes – no problem. Taking essential computer systems off line during the working day can be a major disruption to any business. As such we understand that many projects and upgrades must be performed outside of normal office hours.

Can you offer competitive pricing on hardware and software?

We are not a discount house nor do we sell products for more than you could buy direct. As approved resellers for many household name hardware and software vendors, we are able to pass on the benefits from the vendors’ Pre and Post-Sales support services.

Do you offer extended warranties on hardware?

Agile IT does not offer hardware maintenance and prefers to leave this to the experts that work for the manufacturers. All hardware specified by Agile IT includes our recommendation of a suitable level of cover direct from the manufacturer.

Can we just call up for advice?

Of course, we are friendly local people and we don’t bite. Our business has grown through word of mouth and customers personal recommendations. Our philosophy is what goes around comes around, if we help steer you on the right course this time you are more likely to think of us next time you are looking for IT services.

What happens if you can’t fix the problem?

Sometimes it is not always economical to fix a problem and a replacement may be the more practical solution. In most instances we should be able to advise you on the best course of action to take after a short assessment of the problem. We have access to Post Sales and Technicians from some of the largest IT vendors in the world. If we don’t know the answer we know how to get hold of someone that does.