Onsite IT Support in Bury St Edmunds

On-site IT Support in Bury St Edmunds

When something goes wrong with your IT, remote support can only go so far. Some problems need someone physically in the room - a failed hard drive, a network that has stopped talking to itself, a printer that defies every remote fix. We provide on-site IT support for businesses in Bury St Edmunds and nearby towns including Sudbury, Stowmarket and Thetford, covering Windows PCs, laptops and Microsoft 365 environments. We have been doing this since 1990.

This page covers what on-site support actually involves, how our contracts are priced per computer (not per user), and what to expect when you call us out.

What On-site IT Support Covers

On-site support means a technician visits your premises to diagnose and resolve issues that cannot be sorted over the phone or by remote connection. Common reasons businesses in Bury St Edmunds call us out include hardware failures, local network faults, server or switch problems, new equipment setup, and anything that requires hands on the machine.

We work exclusively with Windows PCs and laptops and Microsoft 365. We do not support Apple Mac devices. Focusing on one platform helps a technician get to know the Windows and Microsoft 365 environment well, from Active Directory and Group Policy through to OneDrive sync issues and Outlook profile rebuilds.

A well-run on-site visit should include a clear diagnosis before any work starts, a plain-English explanation of what went wrong and why, and the machine left in a tested, working state before we leave. If the fault points to a wider problem - an ageing switch, a backup that has silently been failing - we will tell you rather than patch over it.

Support Contract Options

We offer two managed support contracts, both billed per computer per month (never per user), plus a no-contract block-of-hours option for businesses that prefer to pay as they go.

Business Essentials

Unlimited remote and phone support during office hours, with updates, backups and security kept in check. On-site visits are charged separately at a £60 call-out fee plus labour. Pricing per computer per month (ex VAT):

• 1 computer: £36.00
• 2-3 computers: £31.20 each
• 4-9 computers: £25.20 each
• 10-17 computers: £22.20 each
• 18 or more computers: £21.60 each

This plan suits businesses that rarely need a physical visit and are happy to cover call-out costs when they do. The per-computer rate drops significantly as the number of machines grows.

Business Premium

Everything in Business Essentials, with on-site labour and call-out costs included in the monthly fee. Pricing per computer per month (ex VAT):

• 1 computer: £54.00
• 2-3 computers: £42.00 each
• 4-6 computers: £38.60 each
• 7-9 computers: £33.80 each
• 10-12 computers: £31.20 each
• 13-15 computers: £28.40 each
• 16-19 computers: £25.40 each
• 20 or more computers: £24.40 each

For businesses where on-site visits happen regularly, Business Premium turns an unpredictable cost into a fixed monthly line in the accounts. The more computers you have, the lower the per-machine rate.

No Monthly Contract - Blocks of Time

If a rolling contract does not suit you, check whether a pre-paid block of hours is available, and what monitoring and priority service it includes. Our block prices are:

• 4 hours: £312 (ex VAT)
• 8 hours: £592 (ex VAT)
• 16 hours: £1,123 (ex VAT)

This works well for smaller offices, seasonal businesses or organisations that have occasional intensive IT projects rather than day-to-day support needs.

Microsoft 365 Support

A large proportion of on-site calls in small and medium businesses come back to Microsoft 365 in some form - licensing problems, email delivery failures, Teams configuration, SharePoint permissions or OneDrive conflicts. On-site support gives us the ability to sit with a user, replicate the problem and fix it properly rather than talking someone through a workaround on the phone.

We can also help with Microsoft 365 migrations if you are moving from an older on-premise Exchange setup or from a different email provider. Pricing for migration work is quoted on request.

A Managed Email Service

Alongside our support contracts, we offer a managed email service for businesses that want their email hosted and looked after as part of the arrangement. Pricing is quoted on request - ask us when you call.

Local Businesses, Looked After Locally

Being based in Bury St Edmunds means we know the kinds of businesses operating in and around the town - professional services, small manufacturers, retailers, agricultural businesses and the many independent firms that make up the local economy. Businesses in nearby Sudbury, Stowmarket and Thetford are well within our service area.

When you call with an IT problem, you speak to someone who can actually come to you. There is no national call centre routing your ticket to whoever is available.

What to Ask Before You Sign a Support Contract

Not every IT support contract is structured the same way. Before committing, it is worth asking:

• Is the contract priced per computer or per user - and what counts as a user?
• Are on-site visits included or charged on top?
• What exactly does monitoring cover, and who acts on the alerts?
• Is support genuinely office hours, or are you paying for a helpdesk that passes your ticket to a queue?
• What happens to your data if you leave the contract?

Our contracts are priced per computer per month. The Business Essentials plan charges on-site visits separately; the Business Premium plan includes them. There are no hidden per-user fees.

Get On-site IT Support in Bury St Edmunds

On-site IT support in Bury St Edmunds from IT Support Bury St Edmunds is billed per computer per month, starting from £21.60 per machine (ex VAT) on a Business Essentials contract for 18 or more computers, with no per-user charges.

Call us to talk through which plan fits your setup. We can run through the numbers with you based on the machines you actually use and the kind of support your team needs day to day.