FAQ's
Quickly troubleshoot your IT problems with our most frequently asked questions.
IT Support
Do I have to sign up to a long contract?
No, we offer 30-day rolling contracts. It’s more important to us that our customers are happy rather than contractually tied to us.
Do you offer out-of-hours support?
Yes, our out-of-hours support line will connect you to one of our technicians whenever you need help. However, this is chargeable by the hour.
How do I get support?
Send an email with as much detail about your issue as possible, with supporting screenshots where necessary, to raise a support ticket. If you are unable to work and need urgent support, please call our team on 01527 910632.
In some cases, we may need to connect to your device. Click HERE and follow the instructions to get us connected.
Backups
Do I need backups?
Absolutely. Backups are one of the most important parts of your IT infrastructure.
How often should I backup my data?
It depends on the data, but we can support daily, hourly, or in some cases real-time backups.
What happens when my data is lost?
Give us a call and report it to one of our technicians. They will recover any lost data from the most recent backup.
Cloud and Office 365
What are the benefits of using the cloud?
Moving your business IT infrastructure into the cloud can provide levels of security and disaster recovery that cannot be easily replicated on-premise.
Can I move emails to Office 365?
We support migrations from both on-premise Exchange and other cloud-based email platforms.
Why Office 365?
Microsoft’s Office 365 platform has matured over the years to become a versatile, reliable, and popular solution not just for email, but for file storage as well, providing strong security benefits as standard.
Data Wiping and Destruction
Can you be sure my data is completely deleted?
Yes. Using Certus software, we can erase drives to a number of industry standards such as ATA Secure Erase and TCG Block Erase, as well as provide certification after the fact, so you feel confident that your data has been destroyed.
How long does it take for drive erasure?
The time depends on the HDD type and storage. It can range anywhere between 30 minutes to a maximum of 24 hours.
Do you only wipe hard drives?
No. We can securely wipe other devices, like servers and laptops, to prepare them for re-use or refurbishment.
Managed Print
Who services my equipment if we use yourselves for managed print?
At Pinfields IT, we act as a single point of contact, so any managed print calls are logged with our helpdesk. If a hardware engineer is needed, you get a visit from the device manufacturer to solve the issue; for IT/Software issues, they are resolved by our tech team.
Do you tie us into a long-term service agreement?
No. Our service agreements are rolling monthly, allowing you to cancel if you are unhappy with the service with no financial penalty. You may choose to lease the products on a longer-term contract to assist with cash flow, but this isn’t linked to our internal service contract.
Which brands do you offer as part of the managed print offering?
We strongly believe that our partners Ricoh and Sharp have the most robust and reliable products in the market, therefore we partner with both tier-one manufacturers.
