FREQUENTLY ASKED QUESTIONS

We DO NOT charge by the hour like the majority of website maintenance companies. We price the job up regardless of how long it takes, this protects you against unforeseen problems which can sometimes can occur.

My issue is urgent, how do I get started?
Our average response time from an enquiry is 12 minutes Mon – Fri 9am -5pm. If your issue is urgent please state this and we will do some fast investigations and get back to you with a price. Once agreed we will email you a private payment page.

When payment made an agent will get started ASAP.

What information will you need from me?
Depending on the task we normally require:

  1. Website CMS {content management system} access if you have one
  2. FTP access, so we can change files on your server
  3. Website hosting login
What is the fix response time?
Depending on the task and amount of tasks it can range from 30 minutes to several hours depending on the complexity of the task(s).

You will be given an estimated fix time before payment is made.

Why do I have to pay first before I get support?
All our agents are paid per job so payment up front is required to allocate an agents time to your task.
What if you can not fix the issue?
In very rare cases if we can not fix your issue we will offer you a full refund. The only time these situations occur is down to the issue been out of our control; e.g if your issue to to fix website speed but your are on a shared hosting platform which we are unable to make the desired server changes.

If situations like this occur we will always advise you on what to do so we can get the issue resolved.

How do I get updated on progress?
Once payment is made and an agent is allocated to you we have a ticketing system in your login on our website. These tickets can be answer either via email or through the website ticketing system.
Where are you located?
We are based in South East London – Rotherhithe.
How long have you been in business?
We have been in business since 2002, we started Tech Skilled 3 years ago due to the parent company been overloaded with support and maintenance requests.
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