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On-Site IT Support (On-Demand) - Additional Hours
⚠️ Add‑On Only
This product does not include travel or the first hour on‑site.
You must purchase On‑Site IT Support (On-Demand) – First Hour before adding Additional Hours, or already have an engineer on‑site during an active visit. |
Additional on‑site engineering time for when more work is required after the first hour of an on‑site visit. This product extends troubleshooting, repairs or configuration work already underway and is only used once the initial visit has begun.
Terms and Conditions
This product provides additional on‑site engineering time after the first hour has been completed.
Any extra time required is always discussed with you before continuing and invoiced after the visit.
You must ensure an on‑site visit has already been purchased or is currently in progress before adding Additional Hours.
What's Included
Additional hours provide pre-purchased on‑site engineering time used during the same visit. These hours extend the time available for troubleshooting, repairs or configuration work.
Continued issue resolution
Further diagnostics, troubleshooting or repairs based on the work completed during the first hour.
Hardware or software adjustments
Ongoing configuration, setup or maintenance of devices, systems or applications already being worked on.
Network or connectivity follow‑up
Additional testing, stabilisation or adjustments to wired or wireless networks as required.
Completion of agreed tasks
Work discussed with you during the visit is continued within the time purchased. If more time is required beyond any pre‑purchased hours, the extra approved time is invoiced after the visit.
What's Not Included
Additional hours provide pre‑purchased on‑site time, but some activities fall outside the scope of this purchase.
Travel or on‑site arrival
These are included in the first hour only and are not part of additional hours.
New or unrelated issues
Additional hours apply only to the same issue. New issues may require a separate booking.
Hardware purchases or replacement parts
Any physical components, devices or accessories required to complete a fix are billed separately.
Software licensing or subscription costs
Licensing for Microsoft 365, security tools or other applications is not included.
Large projects or planned infrastructure work
Multi‑day tasks, migrations, upgrades or structured project work are delivered through our IT Consulting service. These require booking a free consultation.
Managed service coverage
Proactive monitoring, patching, backups and ongoing management are part of our Managed IT Support plans and not included in on‑demand additional hours.
Extra time during the visit
If more time is required beyond any pre‑purchased hours, the extra approved time is invoiced after the visit.
How It Works
Additional hours provide extra on‑site engineering time when more work is needed during the same visit. Travel and on‑site arrival are included in the first hour only.
If you’ve already submitted a ticket, we’ll use the details you provided. If not, you can log one after purchasing the first hour.
You purchase the first hour and can add additional hours at checkout if you expect more time may be required.
A qualified engineer arrives at your location, completes the troubleshooting or repairs and uses any pre‑purchased additional hours as needed.
If more time is needed during the visit and no add‑on hours were purchased, any extra approved time is invoiced afterward.
You receive a summary of the work completed, any recommendations and any follow‑up actions if required.
Billing Information
Your purchase includes additional on‑site engineering time, allowing us to continue diagnostics, complete troubleshooting and confirm the next steps during the same visit.
Included in your purchase
The time purchased is added to your first hour and used during the same visit to continue the work already underway.
If more time is required
If the work requires more time than you have pre‑purchased, any extra approved time is invoiced after the visit.
Remote continuation (if required)
If part of the work needs to be completed remotely, we will explain what is required and provide an estimate of the time involved.
Remote work is billed for the hours worked and is always agreed with you before proceeding.
Cancellations and refunds
Additional hours are tied to your on‑site booking. If you cancel or reschedule before we depart for your location, any pre‑purchased additional hours are refunded. Once travel has begun or the visit is underway, additional hours are no longer refundable.
If any pre‑purchased additional hours are not used during the visit, the unused time is credited to your account for future support.
No unexpected charges
Any additional time or remote work is always agreed with you before continuing.
Frequently Asked Questions
These FAQs relate specifically to this additional on‑site engineering time purchase.
For broader service questions, please see our full FAQ page.
No. Additional hours must be purchased before the visit. If more time is required and no add‑on hours were purchased, any extra approved time is invoiced after the visit.
No. Additional hours apply only to the same issue. New or unrelated issues may require a separate booking.
No. Additional hours are an add‑on and must be purchased with an on‑site booking.
Any unused pre‑purchased additional hours are credited to your account for future support.
If the work requires more time than you have pre‑purchased, any extra approved time is invoiced after the visit.
Yes. If you cancel or reschedule before we depart for your location, any pre‑purchased additional hours are refunded. Once travel has begun or the visit is underway, additional hours are no longer refundable.
Not what you need?
If your issue can be resolved remotely, you may prefer Remote IT Support (On‑Demand).