About Puzzle

A few years ago, Puzzle-IT founders Matt and James were managers at one of the largest IT consultancies in the UK. They noticed there was a philosophy within the company to give the larger clients priority over the smaller ones. They didn't like this.

They realised that a company with large clients was always going to prioritise those clients ahead of the smaller ones. But if a company only supported clients of a similar size, then none of those clients would be big or small, none of them would ever be the little fish in the pond, and there would be no incentive to put the needs of one client ahead of another. They realised that if this company existed it would probably be very successful.

So they started it...

We are Puzzle-IT, and we only support small businesses. Our service is tailored specifically for small businesses, and because of that, all of our clients are big to us.

We believe that a small business needs great IT just as much as a big one. Having great IT doesn't have to mean spending a fortune, and it doesn't mean lots of technology everywhere. Having great IT is about using technology to acheive your goals, and that's the same for any business.

When we put our product together, we thought long and hard about what we would want from an IT partner if we needed one.

This is what we came up with.

We think we would like...

...To try them first

We were pretty sure we'd want to use a company before giving them any money, after all how could we tell if they were any good or not? They say they're good, but we think we'd like to see it first hand rather than taking their word for it.

If you're considering using us, we offer a free ½ day support with no obligation to buy, so you can see how we work and be sure we fit with your company.

...Help to grow

We thought we'd want to be able to get expert advice whenever we wanted it. We thought we'd want to be able to take as much time as we needed to understand it, and we'd want to have it explained to us in clear English without it being rushed. We also thought we'd like to get that advice without it costing us too much money.

Then we thought it would actually be better if that advice was just completely free.

All our customers get free consultancy meetings to give them all the advice they need on how IT can help their business.

There's never an obligation to do any of the things we recommend, but it allows you to find out for free all the improvements that can be made.

... To know what we pay for

We think that 47 minutes is 47 minutes. We don't think it's an hour.

We provide detailed by the minute reports showing every issue we've handled for you, when we did it, and how long it took, so you know exactly what you've paid for.

...Them to handle everything

If someone was in charge of our IT, we'd want them to help with everything technical. If we called them about any technical problem, we'd want to know they'd do their best to help us.

If it's got a microchip in it, you can ask us about it. It doesn't matter where or what it is, if you have a problem with technology and you ask us about it, we'll always do our best to help you.

And if you ask us about something we don't know anything about? We'll be honest and tell you we don't know, and then we'll help you find someone who does.

...Them to be there when we needed them

We'd want to know that if we had a problem, we would be able to contact them right away, and they'd help us as quickly as possible.

Whether it's calling your Solutions Provider directly on his mobile, calling our offices, or emailing us, you can always contact someone at Puzzle, and we are always available to help. If you have an urgent issue, we'll do everything we can to respond immediately.

Rather than offering meaningless service level agreements which don't offer any genuine guarantee of service, we simply do our best to respond to each issue as required.

...Not to be scared to ask for help

If we just wanted to ask a question quickly, or get a bit of advice, we'd want to be able to do that without worrying about cost.

We don't charge you for just speaking to us on the phone. If you need to ask us something quickly, just phone and ask us, we're not going to charge you for answering a question.

...Them to be qualified in what they were doing

We would want to know that anyone working on our IT and giving us advice on how to improve it would be fully qualified to do so.

All of our Solution Providers are Microsoft Certified Professionals and we provide on going training and certification for them.

Oh and one more thing we'd want...

We'd want to be able to stop using them any time we wanted, with no notice, no financial penalty, and no hassle.

We'll tell you more about our agreements in a moment, but when it comes to cancelling, no matter how you choose to use us, the process of choosing not to do so anymore is exactly the same. You do this...

Tell us you don't want to use us anymore.

We don't require a notice period, and we'll refund anything you've already paid for. More importantly than that, you'll have all your documentation, all your passwords, and all the information we have about your IT. If someone else is taking over from us, we'll even visit and perform a complete handover so they know everything they need to know about your systems.

We felt that pretty much covered everything we would want from an IT partner. So then all we had to do was put together the packages. The sheets included explain our support options, and as you'll see, they're incredibly simple, and deliver everything that we think is perfect for a small business.