Below are some of the most commonly asked questions and their answers. If you cannot find the answer you are looking for, please get in touch.

IT Support FAQs

Do you charge a call-out fee?

If you are within our Service Area, we do not charge a separate call-out fee. This means if you are within 8 miles of Bangor town centre there will be no call-out charge.
Once we arrive on your premises, a minimum fee of one hour’s labour charge will be incurred.
If you are outside our Service Area, there will be a call-out fee.
Our rate per mile and hourly rates are available here.

How much do you charge?

Our pricing is designed to be fair, affordable and transparent. Full details are available here.

What forms of payment do you accept?

We currently accept the following methods of payment:

  • Cash
  • Cheque – must be made payment to Tendo Systems
  • Electronic payment – we carry a mobile card reader from credit/debit card payments
Will you charge me if you cannot fix the problem?

Every visit will incur a minimum fee of one hour’s labour charge. We do not have a ‘no fix, no fee’ policy.

In the majority of cases we will solve the problem. However, if the equipment is deemed ‘beyond economical repair’ or if the problem is due to something outside of our control (e.g. if a faulty telephone line means an internet connectivity issue cannot be resolved) payment will still be required. Of course, we will help and advise you on the best steps to take.

Full details of our pricing can be found here.

Will you take my computer away?

We aim to solve all your computer problems at your business/home premises. However, in some circumstances your equipment may need taken to our workshop. This might be for installing replacement components where anti-static precautions need to be taken, or if time-consuming malware scanning and removal is required.

Pricing FAQs

Are you VAT registered?

Yes, under our official trading name – Tendo Systems – we are VAT registered. Our UK VAT number is 324631718.
All quotations and invoices will include VAT amount details.

Do you charge a call-out fee?

If you are within our Service Area, we do not charge a separate call-out fee. This means if you are within 8 miles of Bangor town centre there will be no call-out charge.
Once we arrive on your premises, a minimum fee of one hour’s labour charge will be incurred.
If you are outside our Service Area, there will be a call-out fee.
Our rate per mile and hourly rates are available here.

Will you charge me if you cannot fix the problem?

Every visit will incur a minimum fee of one hour’s labour charge. We do not have a ‘no fix, no fee’ policy.

In the majority of cases we will solve the problem. However, if the equipment is deemed ‘beyond economical repair’ or if the problem is due to something outside of our control (e.g. if a faulty telephone line means an internet connectivity issue cannot be resolved) payment will still be required. Of course, we will help and advise you on the best steps to take.

Full details of our pricing can be found here.

Remote Support FAQs

How much do you charge to help me remotely?

Details of all of our fees, including remote support, are available here.

I have no internet connection. Can you still remote?

No. We would need you to have an operational internet connection in order to remotely control your computer.

Is this a safe and secure process?

The remote support software we use is known to be the best in the business and is considered completely safe. We cannot remotely control your computer without you responding to the prompts at your side. We cannot and will not remotely control your computer without you being there throughout the process.

Site Visit FAQs

Are there any requirements for a visit?

We will require the following to be in place before we visit:

  • A person of 18 years or over to be present throughout our visit.
  • Full access to all equipment that needs attention.
  • Consent and co–operation to enter your home or business premises.
  • Safe working environment, working space and sufficient electrical power.

Technical FAQs

What is the difference between Hardware and Software?

Computer hardware is any physical component, or combination of components, which become a computer or part of a computer. Software runs on the hardware. It is a collection of programs and code installed onto a computer.
The easiest way to remember the difference – you can physically touch hardware, you can’t touch software.

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