This page explains how I work, what you can expect from me, and the boundaries that help keep support clear, fair, and stress-free for everyone involved.
The goal is simple: honest advice, realistic expectations, and no surprises.
How Support Is Provided
Support is provided based on the information shared and the behaviour observed at the time of the visit or remote session.
Many computers and devices — especially older ones — have existing wear, configuration issues, or intermittent faults. While I always work carefully and professionally, it isn’t always possible to identify every underlying issue during a single session.
If something is unclear or uncertain, I’ll explain that openly.
Some work involves review, explanation, or advice rather than a guaranteed fix or outcome — particularly where existing systems, software, or data are involved. In these cases, my role is to help you understand the situation and options available, rather than to assume responsibility for the ongoing behaviour of the system.
Existing or Unrelated Issues
I work on systems “as they are”.
This means that:
- Some problems may already exist but not be immediately visible
- Intermittent faults may not show themselves during the session
- Fixing one issue can sometimes reveal another that was already present
If I believe an issue may be pre-existing, unrelated, or outside the original request, I’ll say so clearly and discuss the options with you before going any further.
Clear Advice, No Pressure
I don’t upsell, push unnecessary upgrades, or recommend work that isn’t genuinely needed.
If something isn’t cost-effective to repair, I’ll be honest about that and help you decide the best next step — even if that means doing nothing or seeking alternative options.
My role is to give you clarity, not to pressure you into a decision.
Time, Costs & Scope of Work
Work is billed based on time spent.
Any work outside the original request — including additional fixes, extended time, or extra tasks — will always be discussed and agreed before proceeding.
There’s no “while you’re here…” work added without a clear conversation.
Where work is exploratory or advisory in nature, time is spent on understanding and explaining the situation rather than delivering a specific change or outcome.
Data, Privacy & Trust
Any access to personal files or data is limited strictly to what’s necessary to provide support.
I don’t browse personal content unnecessarily, and I don’t retain customer data beyond what’s required for basic records, notes, and invoicing.
Your privacy is respected at all times.
Boundaries & Working Style
I aim to work in a calm, respectful, and straightforward way — and I expect the same in return.
To be clear, I do not provide:
- 24/7 or emergency response services
- Panic-driven or hostile support
- Managed IT services or long-term MSP contracts
Health limits and reasonable working boundaries are always respected. This helps ensure the quality of support stays high and sustainable.
Questions or Concerns
If something doesn’t feel right, or you’re unsure about any advice given, please ask.
I’m always happy to explain what I’m doing, why I’m recommending something, or what alternatives exist.
Good support starts with clear understanding on both sides.