Support is provided to subscribers of one of the following Schemes:

1/ COMPANION  SCHEME

Buy units as you go.  Suits clients with an occasional need for IT Support or forthcoming IT Projects. 

2/ GUARDIAN  SCHEME

Buy units monthly by standing order.  Suits clients with a regular need for IT support or frequent IT projects.  

3/ VISITOR PASS

A visitor pass can be arranged for special one-off IT projects.

Our support schemes are just like your mobile phone; simply top-up with 'units' to suit your pocket, then spend the units when you need support.   

Unused units are automatically rolled over without limit or penalty.

Generous discounts are included the more units you buy, and call-out fees are waived (excluding Visitor Pass). 

No contract is required.  Simply decide which scheme suits your needs best, then review at any time.  

A unit is how we charge for IT support.

One unit is equal to 15 minutes of IT support (so 4 units is equal to one hour).

A minimum purchase quantity applies for each scheme:

COMPANION SCHEME - mininum 12 units each topup.

GUARDIAN SCHEME - minimum of 4 units per month - payable by Standing Order.

VISITOR PASS - Varies - dependant upon your requirements.  Please contact us to discuss.

Unused units will be rolled over unconditionally, without time limits or penalties (excludes Visitor Pass).

Unused units will remain on account until you need IT Support.  Unlike traditional contracts (where payments are made even if you have not called upon IT support) - every unit purchased on our Schemes will remain creditted on your account until used for support. 

Joining a scheme is simple:-

• Purchase your first quantity of units
• Redeem your units against support
• When units run out, top-up again (or upgrade to monthly)

Yes.  Lots of clients start on the Companion Scheme, then upgrade to  Guardian at a later date in order to take advantage of the further discounts.
The account upgrade is free, and any unspent units on Companion are automatically transferred to the new Guardian Account.  

You can report your issue in one of the following ways:

• Call us on 01933 229133
• Email us on helpdesk@serendipiti.co.uk
• Open a ticket on our Support Portal

Once an issue is reported by phone, email or support portal, you will receive an email confirming a ticket has been raised (detailing any information you have provided). 

Thereafter, one of our qualified support representatives will contact you to arrange a remote session or site visit (if needed).

As we make progress on your ticket, you will receive updates via email or phone.

As soon as your ticket is resolved, we will close it for you.

When an enquiry is raised, you will receive a link to our Ticket System via email.  Follow that link to access the ticket details and any updates. 

If  you need to provide further information on an open ticket, simply reply to the email that relates to that ticket. Alternatively, log into the portal and view / edit / update tickets from there.

Our objective is to provide complete transparency for the work we carry out on your behalf.
Therefore, our primary contact for your organisation will be authorized access to all tickets opened by the end users in your company. 

When your first ticket is raised,  you will receive an email inviting you to activate your account on the Support portal.  You will also be invited to enter a password of your choice.

If you later mislay that password, use the "forgot your password" option in the Portal to reset it.

Priority support and complimentary services are limited to clients who subscribe to Companion or Guardian Support.  However, we can offer a Visitor pass for one-off issues or projects.

Please contact us in the first instance to discuss your requirements.

Our Business Hours are Monday to Friday, 9am to 5.30pm.  However, out of hours support and assistance is available by prior arrangement.

From time to time, you may find you use more units than you have available – leaving you with a small negative balance.  To help overcome this, we will simply carry forward the negative balance into the next month – allowing your next months top-up to essentially cover the overspend.

If the next month’s top-up quantity does not cover the overspend (or if there are three consecutive buffers in a six-month period) an additional units invoice will be sent – to bring the account back into credit.