Knowledgebase & FAQs

Knowledgebase and FAQs

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Pre-Paid and Committed Support Services
Information and Help to ensure you get the most from our Pre-Paid and Committed IT Support Services.

What happens if my Pre-Paid time runs out?

The Pre-Paid service is designed so that you would purchase and buy your support in advance.

If your account balance is low and you've not got enough time for us to start or complete a request, your Pre-Paid Support account will be temporarily suspended and we'll be unable to provide support. If you have any additional benefits or discounts these may also be suspended if your account remains empty.

At our discretion, we may allow your account to drop below zero minutes from time to time. If we do so, you MUST top-up by the minimum hours applicable to your account to clear the outstanding balance. Alternatively you can pay just the outstanding time, but this would NOT attract the Pre-Paid Rate of your account and would be charged at the full Ad-Hoc rate.

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