IT Support Contracts Saffron Walden

What an IT Support Contract Provides

An IT support contract gives your business phone and remote help during office hours, with updates, backup monitoring and security kept in check each month. The cost is fixed per computer per month, so there are no surprise bills. We cover Windows PCs, laptops and Microsoft 365 - not Apple devices. If a problem cannot be fixed remotely, an engineer visits your premises.

We offer two plans: Business Essentials, where on-site visits are charged separately, and Business Premium, where on-site labour and call-outs are included. Prices are listed further down this page. There is also a block-time option if you prefer not to commit to a monthly arrangement straight away.

What to Do While You Wait for IT Support

When something goes wrong with your IT during office hours, there is a right and a wrong way to handle the time between calling for help and the problem being resolved. What you do in that window can make the difference between a quick fix and a much bigger job.

First Steps When Something Goes Wrong

The most useful thing you can do when a computer or system fails is note down exactly what happened and when. What were you doing? What error message appeared - and if you can, take a photo of it on your phone rather than dismissing it. Did the problem start after a specific action, an update or a power cut? That information cuts the time a technician spends diagnosing the fault, which means a faster resolution for you.

If a machine has crashed or frozen, a full shutdown and restart is almost always the right first step before calling. Many faults clear on their own with a proper restart. If the problem returns after restarting, that is a stronger signal something needs proper attention - and it rules out the simplest cause quickly.

What Not to Do Yourself

This is where most of the unnecessary damage happens. There are things that feel like sensible steps but regularly make the situation worse.

• Do not attempt to reinstall Windows yourself. A Windows reinstall removes applications, settings and sometimes data. It is not a first-line fix and it creates more work for your IT provider, not less. Leave it unless an engineer has specifically told you to do it.
• Do not delete files to free up space on a failing machine. If a machine is struggling, the cause is almost never simply that the hard drive is full. Deleting files on a machine that may have a failing drive risks losing data that has not been backed up.
• Do not run free disk-cleaning or registry-cleaning tools downloaded from the internet. These are a common source of malware and they frequently do more harm than good. If your machine is slow, leave it for the support call.
• Do not try to fix a Microsoft 365 account problem by creating a new account. Creating a second account does not resolve the issue with the original - it adds complexity and can make the underlying problem harder to sort out.
• Do not click links in emails telling you your account has been suspended or that you must verify your details urgently. These are phishing attempts. Forward the email to your IT provider instead and do not interact with it.
• Do not share your password with a caller who claims to be from Microsoft or your IT provider and asks to connect remotely without a prior arrangement. Legitimate IT support does not work this way.

What to Tell Your Staff in the Meantime

If the affected machine is shared, take it out of use until the problem is resolved. If it is a network issue affecting multiple machines, ask staff to save any open files locally if they can and stop using shared drives until you get the all-clear. The goal is to avoid making changes to the system state while a fault is active.

If the problem involves a suspected security incident - for example, a phishing email was clicked, unusual activity appeared in a Microsoft 365 account, or a machine is behaving strangely after opening an attachment - contact your IT provider during office hours and flag it as a potential security issue. Do not wait to see if it resolves itself.

When You Are on a Contract

A support contract means there is someone who already knows your setup when you call. They can tell you quickly whether to shut the machine down, leave it running or take any other specific step while they work on it remotely. That knowledge of your systems is worth as much as the support itself.

Plan Prices

Business Essentials (excluding VAT, per computer per month): one computer £36; two to three £31.20 each; four to nine £25.20 each; ten to seventeen £22.20 each; eighteen or more £21.60 each. On-site visits are charged at £60 call-out plus labour.

Business Premium (excluding VAT, per computer per month, on-site included): one computer £54; two to three £42 each; four to six £38.60 each; seven to nine £33.80 each; ten to twelve £31.20 each; thirteen to fifteen £28.40 each; sixteen to nineteen £25.40 each; twenty or more £24.40 each.

Block-Time Option

If you would rather not sign up for a monthly contract, block-time support is available: four hours for £312, eight hours for £592 or sixteen hours for £1,123 (all excluding VAT). Each block includes monthly monitoring and priority service and is valid for up to six months. This suits businesses that need occasional support or want to assess the service before committing monthly.

Managed Email

A managed email service is also available, priced on request. If your business email is part of what has been playing up, ask about this when you call.

Get in Touch

We support businesses in Saffron Walden and the surrounding area from our base in Bury St Edmunds. Call us to talk through which plan fits your team size and setup, or to get a figure based on your current number of machines.