Support

Technical support is provided to our clients through subscription and “Pay as you go” options. Our support service is available 24 hours a day, 7 days a week.

If you would like to access our support service, for help with your computer system, or broadcast ENCO automation, captioning or audio/visual equipment, whether you subscribe to a monthly package or not, please email using the Contact Us form, or call; 02380 984080.

One Time Support

A remote control support connection that requires the user to allow remote control access.

Any Time Remote Access

A remote control support connection that DOES NOT require the user to allow the connection. This option is used for our “managed support subscriptions”.

All support instances are subject to a 1-hour minimum charge. Additional costs are not included; For example, if an anti-virus subscription requires renewal or an ENCO software update subscription is required, the client is responsible for this cost in addition to the per-hour support fee. Payments are to be made in advance using a debit/credit card or Paypal transfer.

Our office hours are 09:30am to 16:30pm GMT, Monday to Friday excluding bank and public holidays.

The customer accepts that any support or advice provided by The Useful Media Company, its team or appointed technical advisors is done so without guarantee or warranty.

Standard Terms & Conditions apply.

General Tech Support (subscription available)

Basic general tech support (no subscription)

Telephone-based support service, basic troubleshooting, advice and guidance for technical assistance. Including public address systems, audio-visual, WiFi, general IT, network infrastructure etc.

During office hours: £50 per hour

Outside office hours £75 per hour

Premium general tech support (no subscription)

Onsite support service, basic troubleshooting, advice and guidance for technical assistance. Including public address systems, audio-visual, WiFi, general IT, network infrastructure etc.

During office hours: £55 per hour

Outside office hours £85 per hour

Mileage to site charged at £1 per mile plus 50% of the hourly rate per hour of travel.

ENCO Software Support (subscription available)

Basic ENCO Software Support (no subscription)

Telephone-based support service, basic troubleshooting, advice and guidance.

During office hours: £125 per hour

Outside office hours £165 per hour

Premium ENCO Software Support (no subscription)

Telephone and remote-controlled access support, for more advanced troubleshooting, broadcast programming, CCTV, consultancy and advice.

During office hours: £165 per hour

Outside office hours £195 per hour

Onsite office hours £175 per hour

Onsite outside office hours £215 per hour

Mileage to site charged at £1 per mile plus 50% of the hourly rate per hour of travel.