Knowledgebase & FAQs

What does it mean when I receive an "Order Completed" e-mail?

When you first place an order with us, we'll open a Sales Order for you, which has a unique reference number. This allows us to track your order and provide you with updates.

Once your order is deemed to be completed, you'll receive an "Order Completed" notification. In general terms, this means we've completed the steps necessary to provide you with the product/service in question. The precise meaning can vary depending on the service you take.

For example, if you've ordered a new computer from us, you'll normally receive this notification once we've delivered, or installed the system for you.

If you take a Cloud Service like Agility Mail or Desktop, you'll normally receive this once we've setup the account(s) and you're first installed/able to use them. In these cases, this is normally at the point we setup your computers, and migrate your data. However because there can be smaller technical issues and tasks to help you settle in, these might not yet be done when you're told the Order is Completed.

Don't worry though, because our Technical Teams will be working to look at any teething issues and address the smaller items that may arise.

In the case of services where you'll receive ongoing billing from us (eg regular renewals), it's generally the point at which billing starts. Your first invoice will normally include the first period charges (normally quarterly) - but we don't actually start counting down the paid days until the service starts - it's only fair - and the "Order Completed" e-mail is a good sign we've reached that point.

If you're unsure about what is happening, or think there is an issue with the completion, give your account manager a call or contact our Customer Services team who will be happy to assist you further.

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