Practical help for small businesses with website problems, email issues, document formatting problems, spreadsheet errors and general digital admin problems.
Based in Southampton, I help small business owners understand what’s gone wrong and what to do next.
Sometimes things just stop working, and you don’t have the time, patience or headspace to figure out why.
That might be your emails not sending, a website page not displaying properly, a document that won’t format the way it should, a spreadsheet doing something strange, or a setting somewhere that just isn’t behaving.
My troubleshooting support is for those one-off digital, admin and IT problems that get in the way of running your business.
You don’t need to know the technical term for the problem. You just need to tell me what’s happening, what you expected to happen, and what you’ve already tried. I’ll take a look, investigate the issue, and help you work out the next step.
This service can cover things like:
Prices start from £50 for the first hour and a half.
If it’s a simple issue and I can fix it within that time, I will. If it’s more complicated, I’ll explain what I’ve found and what your options are. You can then decide whether you’d like me to carry on, fix it another way, or contact a specialist if that’s the better route.
Send me a message explaining the problem. Screenshots are always helpful if you have them.
I’ll investigate the issue and try to work out what’s going wrong.
I’ll either fix the problem, explain what needs to happen next, or point you in the right direction..
Payment
Payment of £50 is due before any troubleshooting work takes place. This covers up to 1.5 hours of investigation and troubleshooting support.
Initial investigation
I’ll use the first hour to investigate the issue and try to identify the likely cause of the problem.
If I’m unable to identify the likely cause of the issue within the first hour, a full refund will be given and no further work will be carried out.
If the issue is identified but the solution is outside my skills
If I identify the likely issue within the first hour, but it is clear that the fix is outside my skills or outside the type of work I can safely complete, I’ll stop work and explain what I’ve found.
In this situation, I’ll provide as much information as I can about the issue and what the next steps may be. A refund of £20 will be provided, meaning the client will only pay £30 for the investigation work completed.
If the problem can be fixed within 1.5 hours
If the problem can be investigated and fixed within the original 1.5 hours, no further payment will be needed.
If more time is needed
If the issue is identified and appears to be within my skills, but is more complex and will take longer than 1.5 hours, I’ll explain this before doing any further work.
A price for the additional work will be discussed and agreed before anything else is carried out.
Refunds
Any agreed refunds will be processed within 7 days of agreement.
Access and information
The client is responsible for providing access to any software, websites, email accounts, documents, platforms, systems or programmes needed to investigate or resolve the issue.
The client is also responsible for making sure they have permission to provide this access.
Once the work has been completed, the client is responsible for removing access, changing passwords, or revoking permissions where needed.
Backups and data
Where relevant, the client should make sure important files, website content, documents, emails or data are backed up before troubleshooting work begins.
I’ll take reasonable care when working on client systems, but I cannot be responsible for data loss where no suitable backup has been made.
Third-party platforms and costs
Some issues may be caused by third-party platforms, providers or services, such as hosting companies, email providers, website platforms, plugins, apps or software.
I cannot guarantee the behaviour, availability or response times of third-party services.
Any third-party costs, such as hosting fees, software subscriptions, plugin fees, domain costs or app charges, are not included in the troubleshooting fee and remain the client’s responsibility.
No guaranteed outcome
I’ll do my best to identify and, where possible, fix the issue. However, some problems may not be fixable within the agreed time, may require specialist support, or may depend on a third-party provider.
Where I cannot fix the issue myself, I’ll explain what I’ve found and, where possible, suggest the next best step.
