Frequently Asked Questions
Q. Who is eligible for SCIP technical support?
A. This service is only open to registered charities and voluntary or community organisations in Brighton & Hove, Sussex, Surrey or Kent. This can include social enterprises and other not for profit bodies such as independent museums.
Q. What is unlimited telephone support?
A. You can call us during office hours, i.e. 9.30 am to 5.30 pm, Monday to Friday, whenever you have a computer problem. We will try to solve the problem straight away, or call you back once we’ve investigated. You may make as many calls as you like each month [subject to the Fair Use Policy – see below] and we will help you with whatever problem you’re having. That means email, office applications, internet access, saving files, printer problems... whatever it is we’ll try to help.
We would expect to deal with one main contact to manage the contract but will be happy to deal with questions from different people from the same organisation.
Q. What is the Fair Use Policy?
A. The use of the telephone support service will be subject to a Fair Use Policy. In other words we reserve the right to put a restriction on telephone support if we feel you are spending too long on the phone to us rather than sharing knowledge in-house or attending appropriate training. We cannot teach you how to use Outlook over the phone, for example.
Q. What is secure remote access? How safe is it?
A. We can only offer the service at this price if you have broadband and will let us access your computer through the internet. This is an entirely secure process and confidential process and we only need to be connected for the time it takes to solve the problem – you can log us out whenever you want.
Q. What if you can’t solve the problem over the phone?
A. Most problems have something to do with software and can be solved remotely. If we can’t solve the problem, say because the problem is your internet isn't working, we may need to come and fix the problem at your office, for which we will charge our discounted call out rate.
Q. Is there a discount for paying in advance?
A. Yes, we offer a 10% discount if you pay for one year in advance.
Q. What if I haven’t got broadband?
A. We know that many smaller groups operate from people’s homes and/or that they may not have broadband. We can still offer a monthly fee to get unlimited telephone support and do our best to talk you through solving problems yourself.
Where problems cannot be solved on the phone we provide a discounted rate to people on a contract, and can additionally provide bundles of support that provide a convenient way of bidding to funders to buy a block of hours. Any unused time from a bundle can be used to pay for training courses.
Talk to us
We want to find the best way of helping your work in the community and currently provide support on a felixible basis to a wide range of organisations across Sussex and beyond. Talk to us about what you’re looking for and we’ll try to help you find it, whether it is our services or something more appropriate to your needs.
Contact SCIP
Call us on 01273 234049 for more information.
