FAQ

General Questions:

When are you open?
Our office hours and times we conduct visits are 8.30am-6.00pm Monday-Friday. However we are available remotely 24 hours too.

Can I really get support and help 24 hours service?
Sure can! If you need help outside our office hours, simply call us on 0844 414 2994 and an Engineer on-duty will be able to help you.

Is your service guaranteed?
Yep, we have a “No Fix. No Fee.” Policy, a 30 day warranty on all jobs and our Happiness Guarantee.

What services do you provide?
Basically helping you with anything to do with technology. If you have a problem or question around any technology you use, we can help. The main things we help people with include computers, mobile phones, MP3 players, cameras, printers, scanners etc.

How do I contact ResponsibleIT?
Any time of the day call us on 0844 414 2994 email support@responsibleit.co.uk for computer and technology support or info@responsibleit.co.uk for anything else.

What is expected of me?

  • You must have valid software licences for your operating system and all applications on your computer(s). You must supply details of the relevant licence keys if we ask you for them
  • You must back-up your software and data
  • You agree to follow our reasonable instructions, including any security instructions
  • You are responsible for running current anti-virus and anti-spyware software

How do I apply for a job at ResponsibleIT?
Complete the form on our Careers page. We get around 300 applications for every role so please make sure you put forward your best effort (and not a generic application), and please don't be offended if we don't get in touch and ask you to come in for an interview. We are a very sought-after place to work.

Fees and Payment Questions:

What and how do you charge?
For the most common jobs we have a schedule of fixed-fee jobs, you can see these and our fees on our prices page. Sometimes though there are less common jobs - for those we charge £19.99 per 20 minutes. We first investigate the problem then provide you a quote and ask you to approve the quote. Before we start any chargeable work you have to be happy with the fee. You can get more details on how we charge on our prices page.

What does it cost for me to send you my computer or gizmo to fix?
Well that depends on where in London you are located, and the size of the computer or gizmo you want to send us. It could be £5-£25 per journey, so double that if we need to courier it back to you. In many cases it is cheaper for you to courier us the computer or gizmo, than paying the minimum for a visit. Call us on 0844 414 2994 or email support@responsibleit.co.uk to request a quote for your courier costs.

What payment methods do you accept?
We accept credit card (Visa, MasterCard), debit card and BACS payments. Unfortunately we don't accept payments in cash or by cheque, sorry.

Technical Questions:

What is a virus?
A computer virus is a small computer program that can copy itself onto your computer and infect it without your permission or knowledge.
A virus can spread between computers by being sent over a network or the Internet, or carried it on a removable a disk, CD, DVD, or USB drive.

  • Cause your computer to crash and restart every few minutes
  • Slow down your computer's connection to the internet
  • Destroy or modify files, format your hard drive so that it deletes all files and programs
  • Send fraudulent email to and from your computer
  • Create loop-holes in your PC's security

What is spyware?
Spyware is a type of malicious or potentially unwanted software that has become installed on a computer.  Spyware collects information about users without their knowledge. The presence of spyware is nearly always hidden from the user.

As a rule, spyware is secretly installed on the user's PC but spyware can find it’s way onto company servers.   When spyware is present on a PC, there will nearly always be a resulting downturn in speed and performance.

Why is my computer running slower than usual?
There are many causes of PC slowdown.  Here are some of the main ones:

  • Your PC may be overloaded. You may be running too many programs at once or running software that is too high spec for your system
  • Spyware/Adware.  Spyware and Adware (advertising programs) can drastically reduce performance.  Your PC may be slow to run office because it is busy trying to sell you dubious software or sending your web browsing details to a server on the other side of the world.
  • Viruses.  See above.
  • Hardware Issues.   The single most common speed affecting hardware issue is a lack of Random Access Memory (RAM).   Windows XP will work on a minimum of 64 MB RAM.  To run XP at a speed which is acceptable by today’s standards, you will really need a minimum of 1GB RAM.  If you run graphics applications or games 3-4 Gigabytes is more realistic. Most versions of Windows Vista have an official 1GB minimum requirement but 2GB is more a sensible starting point.  Again, if you are gaming or using graphic applications, 3-4 GB is more appropriate.
  • Operating System Rot.  Changes in Windows, remnants of  old programs and changes made by various pieces of software can , over a period of time, cause Windows to really slow down.

What is a network and can you set it up for me?
Setting up networks is one of our specialities.  If you have more than one computer in your office then it’s almost certain that you can benefit from a network.  A network is just a connection between 2 or more computers which will allow you to: 

  • Share music, movies, documents etc
  • Share printers between computer (ie: If the printer is attached to the computer in one room, you can share it with the computer in another).
  • Backup all your important documents nightly or weekly to a second PC
  • Networks can be wired or wireless
  • Networks allow you to connect Macs and PCs to work together and speak to each other!

How do I synchronise my BlackBerry?
There are several ways to sync a Blackberry.  One of the most popular ways is to use Blackberry’s Desktop Manager Software.  The great thing about DTM is the fact that it is very easy to setup, and requires no changes to your Blackberry contract.  The downside is that DTM can only sync your calendar/contacts/emails etc when the Blackberry is physically connected to your computer.

If you want to learn more about live syncing (setting up your Blackberry) to sync with your contacts/calendar etc as changes occur, give one of our engineers a call today!

Remote Fix Questions:

What are remote fixes?
This is where we take over your computer and fix your technical problem while you watch! You will see us moving the mouse and usually we are talking with you on the phone as we fix things. Before we can take over your computer you must authorise us on your computer, but we explain how to do this before we start the job. After the job is complete we disconnect from your computer and cannot get back onto it without your permission again.

Most of the computer problems we fix we do remotely as it's quicker and usually saves you a lot of costs (as there is a minimum charge of £33.33 for a visit). If your problem is not related to your computer and we can't help you solve it by speaking with you over the phone - or your computer does not have a connection to the internet - we'll need to make a visit to solve the problem.

What are the requirements for remote fixes?
You just need a computer with a working internet connection and a reasonably recent internet browser, like Internet Explorer, Fire Fox or Safari (if you are using a Mac).

What is a PIN code?
This is a 5 digit number we tell you over the phone and ask you to enter into a website, so we may take over your computer for a remote fix.

How do I sign up for remote fix?
You don't need to do anything, simply visit a website just as we are starting the remote fix. The Engineer will run you through the 2-3 quick steps you need to follow to let them take control of your computer.

How long does it take for my problem to be solved by remote fix?
Each job is different as your problem could be simple or complex. Generally most jobs take 30-60 minutes to resolve, obviously some are faster and some much longer.

Do I get unlimited remote support?

Yes, but you would only receive unlimited remote support on the software we provide with the package you pick. This means if you have our anti-virus, internet protection and off-site back up you will receive as much support as you need on those particular programs.

Visit Questions:

What times do you conduct visits?
Our office hours and times we conduct visits are 8.30am-6.00pm Monday-Friday.

Will you come at a specific time, convenient for me and turn up on time!?
Absolutely. We know how frustrating it can be to wait for someone to turn up to fix or install something, they turn up late (or not at all) or you have to wait around in a 4-8 hour window that suits them. Just let us know what day and time you prefer and the Engineer will let you know who is coming to help you.

If we don't turn up on time and there was no reasonable transport disruption, the job is FREE - per our Happiness Guarantee.

How do I book a visit?
Call us on 0844 414 2994, let us know how urgent the problem is and what day and time is convenient for you.

What do I need to do before a visit?
Just book in a day and time convenient for you. Just call us on 0844 414 2994 and an Engineer will confirm your visit with you and give you the name of the Engineer who is coming to your office.

How do I recognise a ResponsibleIT engineer?
You will be given the name of the Engineer visiting you so if you would like them to identify themselves before they come in, please just ask them for photographic ID before letting them in. You will also be able to tell them from their white ResponsibleIT shirt!

How long does a visit usually take?
This depends on how serious or complex your computer or technical problem is. But for most visits our Engineers are with you for around an hour.

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