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How do I get started?

    Please telephone us on 01342 716 045 or use our contact form. We are here to discuss your requirements further and answers any questions about our services.

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Computer Support Package

(now including iPads, Smartphones & Tablets)

Unlimited Support?

  • Subject to availability, we aim to provide unlimited support.

What does the package provide?

  • Primarily the package is designed to support your Microsoft Windows computer/laptop, connected peripherals (such as a printer), network & software packages to best endeavours.
  • Secondarily iPads, Smartphones & Tablets can now be added to the package.
  • One to one basic training is also provided.
  • The package does not extend to equipment belonging to other persons or to equipment normally used outside your household.
  • Apple Macs are not covered as part of the package.

When is support available?

  • Mondays – Friday 9am to 5pm.
  • Onsite support – From 10am.
  • Weekend & Bank holidays – Closed.
  • We close for up to 28 days for annual leave (we will email all customers in advance prior to any annual leave taken over several consecutive days)
  • Support may be provided in exceptional circumstances only when Amber Computers is closed.
  • Please note that we operate a much reduced service from Christmas Eve to the New Year.
  • Amber Computers is unable to provide guaranteed response times.

Unlimited off-site backup

  • Please see details below.

Security software (computers & laptops only)

  • Please see details below.

Hard drive monitor (computers & laptops only)

  • We install software that is currently freely available to the general public. The software can provide the customer with an early warning of hard drive failure.
  • The software will periodically notify Amber Computers of the health of your hard drive.
  • The software is not compatible with all computer manufactures and provided solely as is.

Support call priority

  • The order in which support calls are received, the nature of the call & how many hours have already been provided are all taken into account when deciding Support call priority.
  • Technical support takes priority over Basic training.

Support for iPads, Smartphones & Tablets

  • Unless you have a modern Microsoft Windows based Tablet, support for these devices can only be provided onsite.

Terms & conditions

    1. The FAQs & following together form the Terms & Conditions:
    2. The cost of the package is reviewed at the end of the year.
    3. Customers paying by Direct Debit are automatically enrolled into the next year at the appropriate amount.
    4. We reserve the right to introduce a ‘Fair use policy’.
    5. We reserve the right to cancel a customers ‘package’ should we deem their use to be excessive and detrimental to other users.
    Please contact us if you have any questions about our services.

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Backup

Where is my backup stored?

  • Amber Computers is a Reseller of the ‘service’ provided by Livedrive. Your backup is stored in several secure data centres in the UK provided by Livedrive.

Do you include file versioning?

  • Yes – you can access up to 30 previous versions of any file.
  • By default the backup system scans for and uploads file changes hourly.

How do I check the status of my backup?

    The easiest way to check the status of your backup is via the software Control Centre. The status is indicated as Complete or Percentage complete. The number of skipped files, if any, is indicated together with when the next backup is scheduled to run.

What happens if I accidentally delete a file or folder?

    If you accidentally delete a file or folder these can be restored for up to 30 days from when the file was deleted.

I need a Deleted File Retention policy greater than 30 days!

    If you require a longer Deleted File Retention policy please contact us as we can provide an alternative backup solution more suitable for your needs.

Unlimited on-line backup?

    Each computer is initially limited to 512Gb. This is more than enough for 99.9% of users. Storage space can be increased from 512Gb to 1, 1.5 & 2Tb. If you need more than 2Tb of storage, please contact us.

Can I backup my Outlook email (PST files)?

    Our standard advertised backup solution is not currently recommended for backing up Outlook email (PST files). Please contact us as we can provide an alternative backup solution more suitable for your needs.

Terms & conditions

    1. The FAQs & following together form the Terms & Conditions:
    2. You must at all times run the Software on any computer that is being backed up.
    3. You must ensure the computer connects to the Internet at least once every 30 days. Amber Computers will ‘monitor’ when the computer last connected to the service & will contact the customer if necessary. Backups may be removed for computers that have not connected to the service for 30 days without notice.
    4. It is the customers responsibility to regularly check the status of their backup. Once a file or folder has been successfully uploaded to Livedrives UK data centres, the safe storage of that file or folder ultimately becomes Livedrives responsibility. Neither Amber Computers or Livedrive monitor the status of your backup prior to files or folders being uploaded to the data centres.
    5. Amber Computers / Livedrive do all that is possible to ensure that files & folders can be restored immediately when necessary. Amber Computers reserves the right to archive data in facilities which may require up to 72 hours notice.
    6. Amber Computers will assist in all aspects of using the ‘service’ including installation, folder selection, checking status & restoration. Significant help for non ‘Package’ customers may be chargeable.
    7. Amber Computers does not accept liability for anything under any circumstances should you choose to use our backup service.
    Please contact us if you have any questions about our services.

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Security

(computers & laptops only)

How long does it take to install & set-up?

    Installation & set-up is normally completed in under 5 minutes!

What happens if something gets past my security?

    Please contact us if you believe your computer is infected. We will endeavour to remove and prevent re-infection of any malware that gets past our security free of charge.

I have let someone remotely connect to my computer & I think it is a scam. What should I do?

    Please turn off your computer immediately & contact us. We will endeavour to remove any Malware & Remote software installed by the 3rd party. As letting an unknown 3rd party remotely connect to your computer is akin to opening your front door and letting the burgalars in, this will be chargeable. However any subsequent Malware infection will be removed free of charge as per the normal service.

Does your security solution protect against CryptoLocker?

    Although CryptoLocker and its variants are readily removable Amber Computers cannot give you a 100% guarantee to prevent file encryption occurring. We strongly urge you to incorporate a robust backup solution into your security strategy. This is the only way you can protect your files with 100% certainty against all types of malware not just CryptoLocker and its variants. A robust backup solution is the last line of defence should something get past your security.

I have Windows Defender & or a free product installed. Isn’t that enough?

    This is a common misconception, the short answer being No. Free products should be considered as a trials that do not offer the same level of protection provided by the paid for version. We have fixed many computers that were not adequately protected. Please take our advice and use paid for computer security software.

What software does Amber Computers use to protect its own computers?

    Following our own advice that no single security software product is 100% effective, we use a combination of our Webroot software & Malwarebytes Anti-Malware Premium. We believe the software compliment each other very well. Please note Malwarebytes, should not be used on its own. We also back-up each computer using our advertised backup service.

Terms & conditions.

    1. Customers should be aware that no single security software product, including our own, is 100% effective. To that end, Amber Computers does not accept liability for anything under any circumstances should you choose to use our software.
    2. Free labour required to provide our Service is provided by Amber Computers solely at our discretion.
    3. Any chargeable labour will be agreed in advance.
    4. Onsite support is not provided by Amber Computers as part of this service (excluding ‘Package’ customers).
    5. The service does not extend to any device that does not have our software installed.
    6. The service can be installed on Microsoft Windows computers, laptops & Tablets only (this is currently under investigation and may change in the future).
    Please contact us if you have any questions about our services.

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Payment (Computer Package, Backup & Security)

Can I pay monthly?

    Yes you can pay monthly by Direct Debit via GoCardless. We will email you a simple form that gives GoCardless permission to debit your account on Amber Computers behalf. Customers are fully protected by the Direct Debit Guarantee. Monies are typically collected on the 4th of each month or soon after.

Can I obtain a refund if I am not happy?

    We do not offer refunds to customers who have paid in full. Please consider paying monthly by Direct Debit.

Opening times

Mondays to Fridays:

    9am to 5pm.