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Remote IT Support (On-Demand)
💻 Ideal for resolving issues quickly without waiting for an on‑site visit.
Terms and Conditions
Your purchase includes your chosen number of remote support hours.
Any additional time is discussed with you before continuing and can be purchased on this page or invoiced afterward.
What's Included
Your remote session includes hands‑on support from a qualified engineer who can diagnose issues, resolve problems and stabilise your systems through secure remote access. Typical remote activities include:
User support and troubleshooting
Resolving access and connectivity issues across desktops, laptops and cloud applications, including email, authentication and productivity tools.
Software diagnostics and configuration
Identifying software faults, installing supported applications and configuring settings to restore functionality and improve performance.
Cloud and account support
Assisting with Microsoft 365, Google Workspace and other cloud services, including permissions, authentication and access issues.
Network and connectivity checks
Testing Wi‑Fi, VPN and general network connectivity to identify stability or performance issues that can be diagnosed remotely.
Security and system updates
Applying updates, reviewing security concerns and performing remote checks to maintain system integrity.
Guidance and verification
Providing user guidance during the session and confirming that the issue has been resolved before closing the session.
What's Not Included
Your remote session covers 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 repairs or physical diagnostics
Any work requiring physical access to devices, components or equipment must be completed through an on‑site visit.
Cabling or physical network work
Installation, replacement or testing of physical cabling, ports or network hardware is not included.
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 remote support covers business hours only and additional charges apply for after‑hours, weekend or urgent callouts.
On‑site work
If an on‑site visit is required, it is billed separately under our On‑Site IT Support (On‑Demand) product.
Managed service coverage
Proactive monitoring, patching, backups and ongoing management are part of our Managed IT Support plans. These activities are not included in on‑demand remote support.
How It Works
Your remote support session is designed to be straightforward and efficient, ensuring your engineer can connect securely and begin resolving your issue without delay.
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 review your request, confirm that remote support is suitable and gather any additional details needed before the session begins.
A qualified engineer connects securely to your device, diagnoses the issue and completes the required troubleshooting or configuration work using the purchased hours.
You receive a summary of the work completed, any recommendations and any follow‑up actions if required.
Additional remote or on-site assistance can be arranged if further work is needed.
Before We Begin
To help us resolve your issue as efficiently as possible, please ensure:
You are available during the session
Stay near your device so you can approve access requests and assist with testing.
Your device is powered on and connected to the internet
A stable connection is required for remote access and troubleshooting.
Required passwords or admin access are available
Have any login details ready if we need to install software or adjust system settings.
Relevant error messages or screenshots are added to your support ticket
This helps your engineer understand the issue before the session begins.
Any affected hardware is powered on
Printers, monitors, docking stations or peripherals should be switched on if they are part of the issue.
Billing Information
Your purchase includes your chosen number of remote support hours, allowing us to diagnose the issue, complete initial troubleshooting and confirm the next steps.
Included in your purchase
Your purchase includes your chosen number of remote support hours. This time is used for diagnostics, troubleshooting, configuration work and confirming the next steps.
If more time is required
Your engineer will discuss any additional work needed and the time required to complete it. Extra remote time can be purchased on this page or invoiced afterward.
Refunds and credits (time‑based)
If more than 30 minutes of remote work has been completed and your issue cannot be resolved remotely, your purchase is non‑refundable.
If less than 30 minutes of remote work has been completed, your purchase is 50% refundable or can be applied as a credit toward an on‑site visit where required.
On‑site continuation (if required)
If an on‑site visit is required, your engineer will explain what needs to be completed on‑site and provide an estimate of the time involved.
On‑site work follows our standard on‑site billing structure and is always agreed with you before continuing.
No unexpected charges
Any additional remote time or on‑site work is always discussed with you before continuing and must be agreed to prior to commencement.
Frequently Asked Questions
These FAQs relate specifically to this on‑demand remote support purchase and help clarify what to expect before completing your order.
For broader service questions, please see our full FAQs page.
Your purchase includes your chosen number of remote support hours, allowing us to diagnose the issue, complete initial troubleshooting and confirm the next steps.
Yes. Remote support has a minimum charge of 1 hour. If less than 30 minutes is used, part of your purchase may be eligible for a refund or credit. Full refund details are available on our Terms & Conditions page.
Your engineer will discuss any additional work required and the time needed to complete it. Extra remote time can be purchased on this page or invoiced afterward.
We will discuss the next steps. If an on‑site visit is required, any eligible portion of your purchase may be refunded or applied as a credit toward an on‑site visit. Full refund details are available on our Terms & Conditions page.
Yes, as long as time allows. If additional time is required, this will be discussed before continuing.
No. Your engineer will guide you through a secure one‑time access process during the session.
No. This service provides on‑demand remote assistance only. Managed IT Support includes proactive monitoring, maintenance and unlimited remote support on a fully managed monthly plan.
Yes. If your issue requires an engineer to visit your location, you can purchase our On‑Site IT Support (On‑Demand) service.
Not what you need?
If your issue requires an engineer to visit your location, you may prefer On‑Site IT Support (On‑Demand) - First Hour.