Onsite Callout Service

We can arrange for a consultant to visit your premises throughout the UK and the rest of the world.

Please use our Email Form to request a call-out.

If you expect to request regular call-outs, please see our higher level support subscriptions: Support Services.

If you have purchased one of our Level Two, Three or Four
Subscriptions: your package will include provision for an Onsite Callout to your premises by one of our consultants either for troubleshooting a problem or for routine preventative maintenance, system usage review and/or advanced training. Please refer to your support contract for details of the on-site services such as number of visits per annum, response times and scope of service.

If you have the Level One Subscription, free subscription or no subscription:
you can still purchase and book an Onsite Callout to your premises. There is a minimum Callout Charge which covers the call out and upto 1 hour on-site. Thereafter, fees are charged on an hourly basis including any waiting time.

Call Out Duration Notes
1st Hour Minimum Charge
Additional Hour after 1st hour Rounded to 15min increment
Half Day Upto 3.5 hours

Travel expenses are applicable outside the London area. See our Regional Travel Fees.

Any parking fees, congestion charge, road tolls or other travel costs will be charged at cost plus 10%. We will agree any expenses with you beforehand wherever possible. Callouts outside weekday office hours, on a weekend or bank holiday will be subject to a 50% surcharge. Callouts during the Christmas to New Year period will be subject to a 100% surcharge.

All Callouts (where you do not have a higher level support subscription) and associated response times are subject to consultant availability and an initial telephone diagnosis to establish the detailed nature of the requirement.

Please note that there is no entitlement to a free Callout on our Level One support subscription under any circumstances. If any equipment or software fails or becomes faulty, it will be initially handled using our telephone, remote access and email support services and any faulty item will need to be returned to us by you, after receiving a Returns Authorisation Number, for inspection and repair / replacement under the Warranty. If you do require a consultant to attend onsite, then a Callout fee will need to be paid, without exception.

While we only despatch experienced consultants to a Callout who will make best endeavours to resolve your query or fault as fast as possible, we do not guarantee to fix any problem while on-site nor to do so within any particular timescale. The fees charged cover our consultants professional time and out-of-pocket expenses. In some cases replacement parts may need to be ordered, the manufacturer may need to be consulted or equipment / data may need to be returned to our office for further examination or work and this may take additional time. Time spent attending to equipment or data brought back to our offices will not be charged, unless the cause is the result of virus infection, unauthorised tampering with the system or tampering by untrained staff or due to physical damage to a system, accessories or cables.

All fees are subject to VAT which will be added at the prevailing rate. Fees must be pre-paid at the time of booking by card or online banking - we do not accept cash. If a booked visit is cancelled with less than 24 hours notice, then a minimum 1 hour charge plus any already incurred travel cost will apply and still be payable. Receipts will be provided for all expenses.