When you contact us, we check that you have:

• Working internet access on your computer
• The ability to install software

If you have these, we'll explain how to install and use secure remote access software.

We'll talk about the expected price for your fault finding, problem fixing or advice/training session.  Our Virtual Call-Out rate is only £25 inc UK VAT and includes 30 minutes' fault finding and problem fixing.

You then review and agree to our Terms and Conditions - and confirm and pay for your support session.

Call us at the agreed time.  We're on a normal landline number, so if you have enough inclusive minutes, you won't pay for the call.

We'll then get straight to work.  You can watch everything we're doing LIVE on your screen.  Feel free to ask questions along the way.

If we're helping you with fault finding and problem fixing, we'll probably ask you to demonstrate the problem, as well as some other questions.

If we're providing advice or training, we'll go through everything step by step.  All you need to do is watch and make notes!

Particularly complicated problem?  Need more advice / training?  Don't worry, we're here to help.

If we're getting towards the end of your pre-paid time, we'll give you an honest estimate of how much more time is needed - and the rates involved - or if it's a fault that we don't think we can fix remotely, we'll tell you (if you're local, we may be able to help you in person).

You're in control.  You can:

• Extend your live support session (subject to diary space)
• Book a future slot to continue the support
• End your support session