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On-Site IT Support (On-Demand) - First Hour
Professional on‑site IT support when you need it — no contracts, no ongoing commitments. Our engineer comes to your workplace to troubleshoot issues, fix problems and stabilise your systems so your team can stay productive.
⭐ Ideal for business located in Canterbury.
Terms and Conditions
The first hour is included in the purchase price.
Any additional time is discussed with you before continuing and invoiced afterward.
What's Included
Your on‑site visit includes hands‑on support from a qualified engineer who can diagnose issues, resolve problems and stabilise your systems directly at your location. Typical on‑site activities include:
User support and troubleshooting
Resolving access and connectivity issues across desktops, laptops and printers, including meeting rooms and audio-visual equipment.
Hardware diagnostics and maintenance
Identifying and repairing hardware faults and setting up or configuring computers, laptops and peripherals.
Network and connectivity support
Troubleshooting wired and wireless issues, testing cables and ports and resolving stability problems across your environment.
Backup and data integrity checks
Verifying on‑site backup functionality and reviewing data access concerns to maintain integrity and security.
Vendor coordination
Assisting with authorised vendor access for on‑site maintenance and supporting warranty claims or service requests.
What's Not Included
Your on‑site visit covers hands‑on troubleshooting and issue resolution, but some activities fall outside the scope of this purchase. These can still be provided as separate services if needed.
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.
After‑hours or urgent response fees
Standard on‑site support covers business hours only and additional charges apply for after-hours, weekend or urgent callouts.
Remote support outside the visit
Follow-up remote assistance is billed separately under our On-Demand Remote Support product.
Managed service coverage
Proactive monitoring, patching, backups and ongoing management are part of our Managed IT Support plans, not this one‑off visit.
How It Works
Your on‑site visit is designed to be straightforward and efficient, ensuring your engineer arrives prepared and ready to resolve your issue.
If you’ve already submitted a ticket, we’ll use the details you provided. If not, you can log one after completing your purchase.
We contact you to schedule the visit and gather any additional details needed before arrival.
A qualified engineer arrives at your location, diagnoses the issue and completes the required troubleshooting or repairs.
You receive a summary of the work completed, any recommendations and any follow‑up actions if required.
Additional on‑site or remote assistance can be arranged if further work is needed.
Before We Arrive
To help us resolve your issue as efficiently as possible, please ensure:
Someone with access to the equipment is on‑site
A staff member or authorised person must be available to provide access to devices, rooms or equipment.
Required passwords or admin access are available
Have any login details ready if we need to install software, access systems or adjust configuration settings.
Devices are powered on
Ensure all affected devices are switched on and accessible so troubleshooting can begin immediately.
Relevant error messages or screenshots are added to your support ticket
This helps your engineer understand the issue before arrival and reduces time spent diagnosing.
The physical address and parking instructions are correct
Confirm your location details and any access or parking requirements so your engineer can arrive without delay.
Billing Information
Your purchase covers the call‑out fee (travel and on‑site arrival) and the first hour of on‑site engineering time, allowing us to diagnose the issue, complete initial troubleshooting and confirm the next steps.
Included in your purchase
The $195 fee covers travel to your location, on‑site arrival and 1 hour of on‑site work.
If more time is required
Your engineer will discuss this with you before continuing.
Additional on‑site time is billed at $140 per hour and invoiced after the visit.
Remote continuation (if required)
If the issue cannot be resolved on‑site, we will explain what needs to be completed remotely and provide an estimate of the time required.
Remote work follows our standard remote support billing structure and is always agreed with you before continuing.
Cancellations and refunds
If you contact us before we depart for your location, we can reschedule, refund or change your booking to a remote session at no additional cost.
If you switch to a remote session before we have travelled, the call‑out fee will be refunded.
If you cancel after we have departed, the call‑out fee still applies.
No unexpected charges
Any additional time or remote work is always agreed with you before proceeding.
Frequently Asked Questions
These FAQs relate specifically to this on‑demand on‑site support purchase.
For broader service questions, please see our full FAQ page.
It includes the call‑out component (travel and on‑site arrival) and the first hour of on‑site engineering time.
Your engineer will explain what remains and how long it is likely to take. Any additional on‑site time follows our standard on‑site billing structure and is always agreed with you before continuing.
If part of the work needs to be completed remotely, we will explain what is required and provide an estimated timeframe. Remote work follows our standard remote support billing structure and any changes to the estimate are communicated before continuing.
Someone with access to the equipment must be present. If decisions are required, we may need approval from a key contact before continuing.
Yes. Please contact us as early as possible so we can adjust your booking.
If you contact us before we depart for your location, we can reschedule, refund or change your booking it to a remote session at no additional cost. For switching to a remote booking, the call‑out component will be refunded, provided we have not already travelled to your location.
For a cancellation that occurs after we have departed, the call‑out component still applies.
Yes. If you prefer remote support, you can purchase our On‑Demand Remote Support service instead. Remote work follows our standard remote support billing structure and does not include a call‑out component.
We provide on‑site support across Christchurch City, Selwyn District, Waimakariri District (Rangiora) and Ashburton District. Remote support is available across the Asia Pacific (APAC) region and anywhere in New Zealand.
Not what you need?
If your issue can be resolved remotely, you may prefer Remote IT Support (On‑Demand).