Our normal hours of work are 9am to 3pm, Monday to Thursday (excluding Bank Holidays). We can be contacted outside of these hours, but a response time may be longer than usual.

To keep things simple all services are performed under the one agreed rate. Some services are charged as a fixed or project fee but all will be discussed and agreed beforehand.

Services are calculated in minute units using hourly rates. We use time-tracking software to keep an eye on the time being spent on each of our clients.

Many of our clients choose to benefit from a reduced rate by signing up to a ‘retainer’. This is in effect paying for our time one month in advance and thus securing our availability for that amount of time. Not only does this help with finance (for both parties) including budgeting and cashflow but it also enables expectations to be set and met and diaries to be co-ordinated to get the best out of the support services we are offering.

Any unused retainer hours not used in one month may be carried over to the next month but must be used in that following month (and if not used will still be charged).

All invoices must be paid within 14 days of the invoice date for invoices related to services. Immediate payment terms are applied to invoices for relating to products and/or subscriptions.