Frequently Asked Questions
How we price, how a take-on works, and what happens when something breaks at midnight.
Can we get 24/7 cover on everything?
Yes. Total outages are covered around the clock on every agreement, and a full 24/7 service level agreement covering all priorities is available where a property trades through the night or runs events at weekends.
Which areas do you cover?
Properties across the UK. Remote support covers everything that can be done remotely, and on-site attendance is arranged against the response times in your contract.
Do you only work with hotels?
Hospitality is the bulk of it, from branded properties under Hilton, DoubleTree, Holiday Inn and Holiday Inn Express to owner-operated country house, spa and golf venues. We also support schools, charities and professional firms, several of them for over a decade.
How does a new property start?
With an audit. We walk the site, document the estate, list what needs attention and agree what is in scope before anything is signed. The findings are yours whether or not you go ahead.
Can you work alongside our cluster IT manager?
Yes. Plenty of our contracts sit behind an internal or cluster IT manager, covering escalation, projects, out-of-hours or specialist work such as Wi-Fi design.
Do you take over support from another provider?
Yes. A take-on covers the audit, the transfer of credentials and documentation, and an agreed handover date. We do not need the outgoing provider to co-operate, though it helps.
What does it cost?
Support is priced per user or per site depending on how the property runs, after the audit. Project work is quoted separately and line by line.
Start with the Wi-Fi
A guest Wi-Fi audit is the quickest way to see how we work: we survey the property, test what guests actually experience, and report on what needs doing and what it costs. The findings are yours whether or not you go ahead.