IT Support FAQ – Answers from Kalidus IT Services

💷 How much do you charge?

We charge a £30 non-refundable diagnostic fee when your device is booked in. This covers the assessment and helps prevent misuse of our time. Our standard hourly rate is £80, with parts and software billed separately.

🧾 Do you offer fixed-price repairs?

For some jobs, yes. If the issue is straightforward or repeatable (e.g. certain upgrades or virus removals), we’ll quote a fixed price. Otherwise, we’ll estimate based on time and parts needed.

🛠 What kinds of devices do you repair?

We repair laptops, desktops, servers, and networking equipment — both Mac and Windows. That includes business workstations, home PCs, and even some custom setups.

🧑‍💼 Do you support business users and home users?

Yes. Kalidus supports small businesses (typically 2–30 users) and individual home clients. Business clients receive priority turnaround and have access to managed service contracts.

📆 Do I need an appointment?

Yes. We work by appointment only, whether you’re dropping off a machine or scheduling remote/onsite support. Please contact us to book in.

⏱ How long do repairs take?

Most repairs are completed ASAP but as a rough guideline, within 2–5 working days, but this can vary based on part availability and workload. Managed clients are prioritised, as part of their contract agreement.

📨 How quickly will you reply to my message?

We aim to respond to all enquiries within the day. If we’re unusually busy, it may take 1-2 - but you’ll never be left waiting without a response.

🔄 What if I don’t want to go ahead with a repair?

No problem — the £30 diagnostic fee still applies, but you’re under no obligation to continue. We’ll explain the problem, then hand it back.

🔧 Do you work with Macs?

Yes. We work with macOS machines, both Intel and Apple Silicon. We offer diagnostics, upgrades, software assistance, and remote support.

💻 Do you provide support for Windows devices?

Yes, including Windows 10, 11, and Server environments. We handle performance issues, virus removal, backups, reinstallation, and everything in between.

🌐 Do you offer remote support?

Yes. Many issues can be resolved remotely — we’ll guide you through connecting with us securely, and sort it from there.

🧪 Can you help me if my PC is very slow?

Absolutely. We can run diagnostics to check hardware health, software issues, and offer upgrades or fixes to restore speed.

💾 Do you help with backups?

Yes. We’ll advise on the right backup approach for your needs — including cloud, local, or hybrid. For business clients, we can fully manage this.

🔐 Do you offer cybersecurity services?

Yes. We provide endpoint protection, firewall configuration, phishing protection, and Cyber Essentials assistance for UK businesses.

📧 Can you manage our Microsoft 365?

Yes. Kalidus is a Microsoft Partner, and we handle migrations, licensing, setup, and daily support for Microsoft 365 users.

🧑‍💻 Can you set up new devices?

Yes. We can preconfigure and deploy devices for business or home use, including security, email, printer setup, and network connection.

🚫 What happens if you can’t fix the problem?

In rare cases where a repair isn’t possible or economical, we’ll explain the issue and offer next steps. There’s no additional fee beyond the £30 assessment if no work goes ahead.

📍 Where are you based?

We’re based in York and serve clients across Northern England - including remote support across the UK.