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0117 958 5964 Client Login Remote Support
Transparent IT support billing · Bristol & Bath · Since 2000

How We Bill. Honestly.

Three simple ways to pay: pay-as-you-go at £90/hour billed by the minute, block hours at a discount, or fixed-price quotes for defined projects. Mix and match. No monthly retainer required.

Talk to an engineer

Or call us on 0117 958 5964

We don't put clients onto monthly retainers and bill the same amount whether you use us or not. We don't charge per-user-per-month subscriptions like a managed service provider. We don't have monthly minimum spends or hidden call-out fees.

We charge for the work we do, in minutes, at a published hourly rate. Every invoice shows every minute spent, on what, by whom. That's the whole pitch.

Three ways to pay

Choose one, combine all three, or change your mind later. Nothing locks you in.

Pay as you go

Default arrangement for most clients.

£90/hour

Billed by the minute. Ex VAT.

You call us when you need help. We do the work. We invoice you monthly for the time used, in actual minutes. If a quick fix takes 7 minutes, you pay for 7 minutes — £10.50 ex VAT, not a "minimum hour".

No standing fee. No minimum spend. If you don't call us this month, you pay nothing this month. If your IT runs smoothly for a quarter, we send no invoice for that quarter.

Block hours

Popular with clients who want predictable spend.

Discounted rate

Talk to us for current bundle pricing.

Pre-purchase a bundle of hours at a discount off the standard £90/hour rate. Bundles come in 10, 25, 50, 75 or 100 hour packages — the bigger the bundle, the bigger the discount.

Hours never expire. They can be used flexibly across any work we do for you — helpdesk, projects, advice — at any time. If you decide to leave us, we will refund any unused balance pro rata.

Why clients pick block hours: predictable monthly spend you can budget for, without locking into a recurring contract or a per-user fee. You're still paying only for help you use — just at a better rate, and with the cash-flow shape of a regular outgoing.

Project work

For anything with a defined scope.

Fixed quotes

Agreed before any work starts.

For anything with a clear scope — Microsoft 365 migration, network installation, Cyber Essentials certification, server replacement, office move — we quote a fixed price up front.

You see what we'll do, how long we expect it to take, and what it will cost. If the scope changes mid-project, we re-quote the change before doing the extra work — never afterwards as a surprise.

What you'll see on your invoice

No mystery line items. Every minute we worked, on what, by whom — itemised.

SAMPLE INVOICE May 2026
Ticket #4821 — Email not sending, Sarah's account 18 min

Engineer: Mark · 7 May 2026 · Diagnosed SMTP relay block, reset credentials, sent test mail.

Ticket #4837 — New starter setup (J. Phillips) 52 min

Engineer: Mark · 9 May 2026 · M365 account, device provisioning, software install, induction call.

Ticket #4849 — Printer offline (reception) 9 min

Engineer: Mark · 15 May 2026 · IP reservation conflict, reconfigured on static IP.

Ticket #4856 — Sharepoint permissions review 1 hr 24 min

Engineer: Mark · 22 May 2026 · Audit of three site collections, removed legacy access, documented.

Total time 2 hr 43 min
@ £90/hour £244.50
VAT @ 20% £48.90
Total due £293.40

Illustrative example — your actual invoice will reflect your own tickets, engineers and rates.

The fine print, plainly

VAT & rates

All rates quoted are exclusive of VAT. VAT is added at the prevailing rate (currently 20%) and shown as a separate line.

No hidden call-out fees

On-site visits billed at the same hourly rate, with a 30-minute minimum. Travel time within a normal commute is included; further-afield visits agreed beforehand.

Leaving us

No notice period for pay-as-you-go clients. We'll help you move cleanly, hand over credentials and documentation, and refund unused block hours pro rata.

Billing — common questions

Do you charge VAT?
Yes. All our rates are quoted excluding VAT. VAT is added at the prevailing rate (20% at time of writing) and shown as a separate line on every invoice.
What happens if I dispute a line on an invoice?
Call us. We will show you the underlying ticket and the engineer's time log, and if it's wrong we will credit it without argument. We'd much rather get the invoice right than win an argument about it.
Do you charge call-out fees or travel time?
We don't charge a separate call-out fee. On-site visits are billed at our standard hourly rate, and travel time within a normal commute is included in the billable time — so a 30-minute drive there and back becomes an hour of billed time. For visits further afield (e.g. Weston-super-Mare, deep Bath, Somerset), we agree the travel arrangement before going.
How does the block-hours discount work?
Pre-paid hour bundles are discounted off the standard hourly rate. Bundles come in 10, 25, 50, 75 or 100 hour packages — the bigger the bundle, the bigger the discount. Hours never expire and can be used flexibly across any work we do for you. If you ever decide to leave us, we will refund any unused balance pro rata. Talk to us for current bundle pricing — it changes as our rates change.
Are there any minimum charges?
For remote work, no — we bill in actual minutes. A 5-minute call is billed at 5 minutes (rounded to the nearest minute, so we're not invoicing fractions). For on-site visits we apply a 30-minute minimum, plus travel time within a normal commute — the practical floor for an on-site visit.
Do you require a contract?
No, by default. Most clients work with us on pure pay-as-you-go with no signed agreement. If you specifically want a longer-term agreement (for price assurance, supplier-list requirements, or your insurance), we will write you one. Our agreements are short, simple, and don't include exit fees or restrictive clauses.
What's a sensible monthly budget to plan for?
For an established 10-person business with stable IT, expect to use somewhere between 2 and 6 hours of support a month on average — though it varies hugely. A new client moving over from another provider often has a higher first month or two (we're finding and fixing things their previous provider didn't). After that, things settle. We'll happily look at your last three months and project what a typical year might look like.
Can I switch between billing models?
Any time, either direction. Start on pay-as-you-go, switch to block hours once you know your pattern. Move from block hours back to pure pay-as-you-go if your needs change. Add a fixed-price project on top of any of it. Nothing locks you in.

Want to see how it would work for your business?

The first conversation is free. Talk to us about your real usage pattern and we'll recommend the model that fits — pay-as-you-go, block hours, or a mix.

Talk to an engineer

Or call us on 0117 958 5964