In light of the current COVID-19 outbreak and the UK-wide lock-down, we are providing a zero contact repair service to ensure the safety of our customers as well as providing peace of mind for anyone with concerns relating to COVID-19 and the risks involved with having your computer or laptop repaired during this time.

The key factor here is to provide the same reliable repair service whilst having zero contact with the customer. We can achieve this in a number of different ways depending on the type of repair that is required as well as the specific requirements of each individual customer.

In order to discuss how we can repair your computer whilst also taking into account your own personal requirements, use the contact options at the bottom of this page to get in touch with us.

We have also outlined the most common scenarios in which we undertake repairs in the current climate.

Remote Consulting & Support via Zoom

Many of our customers are used to the face to face service that we typically provide. In order to replicate this as best as possible, whilst avoiding direct contact, we offer a remote consulting, support and repair service via the popular video conferencing app Zoom.

We can send our customers a Zoom meeting invite after which we can have a discussion over the Internet, with audio and video. This allows you to have a face to face conversation with us about the problems you are facing. This is ideal for complicated problems as we can often get much more information over a video call than is possible over a telephone conversation.

Remote Computer Access via Teamviewer

If there are issues with your computer or laptop we may need physical access to the device, in order to find and fix the problem. After a short conversation with you over phone or video call, we can normally establish roughly what problems you are facing as well as a likely fix. If it is something that we can fix remotely, then we will suggest a remote access session.

We use a software application called Teamviewer to gain remote access to your computer.

Teamviewer can be installed in 5 minutes or so and don’t worry – we will talk you through the installation process step by step, so no technical knowledge is required.

Once Teamviewer is installed, you will be given an ID and password via the installed program. Once you share these details with us, we can log in to your computer remotely and see exactly what you can see on the screen.

Once we have gained access, we can also take control of the mouse and keyboard in order to find and fix any problems that you are facing with your computer or laptop.

There is no need to be concerned about security either – every time you restart your computer, Teamviewer generates a new and unique password. This prevents anyone from having persistent access to your computer. Access will only be possible on a one-off basis and only to the person that you have provided the latest unique password to.

Don’t worry about any hidden charges or big bills either. Our pricing for this type of remote support is the same transparent pricing in line with all of our other services. We provide remote support on an affordable hourly rate, we only charge you for the time we actually spend fixing the issue and we can also provide an estimated cost before undertaking any work.

Zero Contact Collection & Return Service

Sometimes there are problems that cannot be fixed remotely. Equally, there are some situations where you, as the customer, may prefer us to come and collect your computer, repair it at our workshop and then bring it back to you.

We are happy to do this and have a process in place for making this completely safe for everyone involved, thanks to our zero-contact collection and return service.

We can come out to your house and then arrange for the safe collection of your computer or laptop whilst avoiding any direct contact. The simplest way of doing this is for us to call you once we arrive at your property, at which time you can then place the computer on your doorstep. Once you have closed the door and gone back in to your house, when can then come over and collect the computer, avoiding any direct contact.

We will always pre-arrange this type of collection with you beforehand, so you know exactly how everything will work, and also so that you are expecting our visit.

In addition, we will also speak to you on arrival – via telephone or on person but from a safe distance – and we can also leave our business card along with a receipt stating that we have taken collection of your device.

Once we have your computer, we can take it back to our workshop in Crossgar, where we can spend time fully diagnosing and repairing any problems that you have with the computer.

Once again, we will always call you and discuss our findings in detail, as well as the repairs that are required along with an estimated cost. We do this before any repairs are carried out and before any costs are incurred. This gives you peace of mind and allows you to decide whether a repair is cost effective and affordable before going ahead.

Once we have finished the repair we will arrange for the return of your device. As with the collection, we will pre-arrange the return and discuss exactly how to achieve the safe return of your computer whilst avoiding any physical contact. Typically this would be the same as the collection procedure but in reverse – with us delivering the device to your doorstep, safely distancing ourselves from your door and then calling you so that you can come out and collect the computer.

Courier Service for Long Distance Repairs

We are happy to travel throughout the entirety of Northern Ireland and the Republic of Ireland.

However, in some situations where the distance is too great to make a call-out feasible, we can also arrange a collection and return service via courier.

We use Parcel Monkey for our courier services as they offer an affordable, and reliable, courier service.

Having your device collected and returned by courier typically adds around £20 to the final cost of the repair. Of course this would not be something that we recommend for any local repairs, but if you are based elsewhere in the UK or in a remote area that we cannot travel to, this courier repair service can be ideal.

We can also use this service in order to provide equipment such as new laptops and computers. This also allows us to fully configure new devices before sending them out to you, meaning that you only have to plug the device in at your end, to get things up and running.

Zero contact payments

Regardless of the type of zero-contact service that we provide you with, there is always the issue of payment at the end of it. We have this covered as well. We can accept different forms of payment but the most popular, and preferable, are either a direct bank transfer, or a debit or credit card payment.

We can accept credit or debit card payments over the phone and they can also be carried out securely via our website thanks to our integrated payment gateway provided by UK payment platform Stripe.

If you have any questions or concerns about our remote computer repair services, or you have any special requirements, please get in touch with us as we are always happy to discuss the options we offer. We also aim to make the experience as convenient as possible for all of our customers.

Continuity Response

We have looked at each area where the business could be impacted as per the above notes. For each area we have put in place measures to prevent these situations from causing a major problem for our business and the level of support we are able to provide to our clients.

Key measures to ensure the provision of consistent and effective IT Support services

• Site visits– we will liaise with clients on an individual basis to discuss sensible precautions being taken with regard to site visits. We will adhere to the highest levels of hygiene at all times both when operating from our office locations and in particular when visiting client sites including the use of anti-bacterial hand-gel before and after visiting client sites.
• Remote support– We will continue to provide remote support services as normal. We will also liaise with clients on an individual basis in order to set up additional remote support capabilities so that we can provide effective support services in cases where key personnel are self-isolated. We have undertaken general testing of remote support service provision and can comfortably provide remote support services to any client with windows based devices that have an active internet connection. These support services can be provided on a remote only basis even when no prior setup has been undertaken.
  • Lack of internet connection– In cases where the client has no internet connection we will liaise directly with the internet provider to resolve the connectivity issues before undertaking any further remote support as required.
  • Hardware failure – In cases of hardware failure, or other scenarios where remote support is not sufficient we can arrange for courier services to transport equipment to and from our offices for further diagnosis and repair (Only applicable in extreme circumstances where one or both parties are under self-quarantine).
• Key personnel risk– In cases where our key personnel become incapable of carrying out support services to our clients we have put in place a third party qualified IT support provider who would be able to carry out support services on our behalf. This provider is a trusted partner of ITeam and has been briefed on the level of support required as well as key operating procedures. For data security reasons the provider will not be given access to any sensitive information unless or until this has been agreed on a per client basis and in the event that this measure has to be activated.
• Key information risk– Client information is available to several members of the internal team at ITeam in order to ensure that client information is accessible and transferable by each member of staff. This ensures that in the event of a member of staff becoming critically ill or in a position where they are not able to speak directly with clients, client information still remains accessible and transferable. Should clients wish to have direct, and secure, access to business critical IT information that we hold on file for the respective client, they can contact us directly to arrange this access – for the provision of which we already have secure and tested measures in place.