In the IT industry, contracts are king. Most support companies won’t reset a password until the ink is dry on a 12-month agreement.
That makes business sense. But sometimes, life doesn’t wait for paperwork.
A local charity in Swansea recently found themselves in trouble. Their IT provider closed down suddenly. Overnight, they had no support, no access to their admin passwords, and no one to call if their server crashed.
They called us in a panic. They needed help immediately, but their board hadn’t approved a new budget yet. They couldn’t sign anything.
What we did
We could have told them to call back when they had the paperwork sorted. But we’re a family-run business, and we live in this community too.
So we went in. We secured their systems, documented their network properly so they actually owned their own data again, and provided support for several weeks while they sorted out their internal approvals. No contract, no invoice yet. Just making sure they didn’t have any downtime while they figured things out.
Our thinking was simple: we wanted them to see what working with us was actually like before they committed to anything. And honestly, even if they’d decided to go with someone else, we’d have been fine with that. Helping a local charity get back on their feet felt like the right thing to do.
They did end up signing with us, and they’ve been great clients ever since.
What to look for in IT support
If you’re shopping around for IT support in Swansea, you’ll see a lot of flashy websites and “Gold Partner” badges. Those are fine, but they don’t tell you what happens when things go wrong.
The questions that actually matter:
- Can they be on-site in an hour if your server fails, or are they based somewhere miles away?
- Will you speak to someone who knows your name, or just a ticket system?
- When you really need help, will they be flexible, or will they point to the “out of hours” clause in your contract?
Why this matters to us
We’re a local team, and our reputation in Swansea is everything. We don’t have a big marketing budget or a national brand to fall back on. What we have is the relationships we’ve built with businesses and organisations around here.
That’s why we try to be straightforward. No confusing jargon, no locking people into things they don’t understand. Just doing good work and showing up when you need us.
If you’re looking for IT support and want to see if we’d be a good fit, we’re happy to have a chat over coffee. No pressure, no pitch.
