Frequently Asked Questions

How much do you charge?

Wherever possible we quote to fix a specific problem or complete specific work. When comparing prices, many people work on an hourly rate, so for reference, our hourly rate is as follows:

*Flat rate (not charged hourly)
Prices subject to VAT.

Why is your hourly rate more expensive than some of your competitors?

The important thing to consider is the total cost to fix the problem. We are professional and very good at what we do. Competitors may charge less per hour, but take more than twice as long to fix the problem.

What happens if the cause of the fault is unknown. How do I know how much it will cost to fix?

If possible, we will quote to complete a specific job at the time of booking. However, some faults require on-site diagnosis before we can provide a quotation to fix.

Where diagnosis is required, the cost is £75 + VAT. We will document the fault and provide a quotation to fix the fault. You can then choose whether you want to continue with the fix, or consider other options.

Do I still have to pay if the solution to fix is deemed uneconomical?

Provided our engineer has clearly identified the problem and has recommended a solution, if you feel it is uneconomical to continue you will only be charged for the time already spent to diagnose, currently £75 + VAT.

If a problem only takes 10 minutes to fix, but the quoted amount is high, do I still have to pay the quoted amount?

Yes. You are paying for our expertise, and the fast speed at which we fix problems. It takes a lot of experience and training to identify and fix a problem quickly and correctly.

Is your work guaranteed?

Yes. Payment is not taken until you sign-off the job. If the problem reoccurs due to an error on our part, we will re-fix the problem as a priority, or offer a full refund according to your preference.

In detail, what is your satisfaction guarantee?

If you are not satisfied with our service you are not expected to pay.

If you have already paid, and you notify us within 21 days that you are not satisfied, we will issue a full refund.

Our satisfaction guarantee applies to consultancy and labour charges only. It does not apply to software, hardware or 3rd party products and services supplied unless those items were specifically recommended by 8Networks as fit for purpose, and they are turn out not to be fit for purpose.

Can you explain how the refund works if we subsequently take a support package with you?

If you have an emergency, the priority is to fix the fault. However, in the long run it is always more cost effective to purchase a support package.

If you take a support package from 8Networks within 21 days of ad-hoc support, and the ad-hoc work would have been required to deliver the support package, we will refund the difference in full. If you take a package that offers a lower callout rate, we will refund the difference against the ad-hoc support rate you paid.

The refund is offset against the cost of the support package, or refunded to your credit card according to your preference.

Many of our existing contract clients initially called us to fix a problem, then chose us as long term partners because they were impressed with what we did.

What response time do you offer?

All ad-hoc support is subject to availability and no response times are guaranteed. If you require a Service Level Agreement you should consider one of our contract packages.

What hours do you offer ad-hoc support?

We offer support 24/7 subject to availability.

How can I book emergency support out-of-hours?

We offer support out-of-hours to minimise downtime, however such support must be booked during normal office hours.

Do you have any references I can call before booking?

Is there a cancellation charge?

Before 4 hours of appointment time - no.
Within 4 hours of appointment time - £50 + VAT.

What are your terms of agreement for ad-hoc support?

Our terms are here.

Will you sign a confidentiality agreement?

Our agreement outlines how we treat confidential data. We will also consider any specific confidentiality agreement your business may require us to sign.

When will I receive a VAT invoice?

Our invoicing is done monthly, so you will receive a VAT invoice within 30 days.

Can I pay by cheque or BACS on invoice, or cheque or cash on delivery?

No. All ad-hoc support requires a credit or debit card for payment. To pay by BACS, Direct Debit or Cheque, consider one of our contract packages.

Can you fix hardware problems?

We can provide common components, e.g. memory or hard-drives, and we can provide support for Dell and HP branded equipment. We may be able to support other branded equipment depending on availability of parts.

Can you recover lost data from a broken hard drive or tape?

No, this requires a specialist lab.

Do you offer support to home users?

No, 8Networks only offers support to small businesses. We can offer support if you are a business user working from home.