About Puzzle-IT

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 provide IT support to 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 need great IT as much a big one. In a big company you wouldn’t think of trying to fix your email yourself, you would call the IT department. If the printer broke you wouldn’t ask the young guy in accounts to fix it you would call the IT department. You wouldn’t think of taking time away from your job to set up you iPhone, you would call IT. We want to provide that same ability to small business.

Our goal is to be small businesses IT department and to give you the same ability to pick up the phone and call someone instead of trying to fix the problem yourself or asking someone who “knows a bit about computers” to have a look. You can call us, your outsourced IT department and we will fix the problem while you focus on you job and your 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...

...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.

...To not need to speak to them very much

The only time we notice is our IT is when it stops working and stops us being able to work. We would want our IT support partner to be working in the background to make sure our systems worked so we didn’t need to call them out very much and we could focus on our work.

Our monthly agreement includes pro-active support and monitoring of your systems to make sure that your systems stay healthy and if there is a problem that we are aware of it and can deal with it quickly and with minimum interruption to your business. Things do go wrong of course and we are always available to come out and fix issues but our pro-active support keeps that to a minimum.

...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 its technology related, 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.

Whether it’s calling your calling our helpdesk, speaking with a technical consultant 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.

...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 as part of their monthly agreement 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 all the improvements that can be made.

...To know how much they will cost

When we pay for a service we don’t like to find out that there are additional charges needed or to get unexpected invoices and we think our clients feel the same.

You monthly agreement covers all of your IT support. Whether you need us for a quick fix remotely or need us to come onsite. Whether you want to add a new user to your network or to install a printer it is all included. There are no call out charges, no limits on what you can call us out for and no additional charges for proactive work. It is all included in your monthly agreement. There won’t be any surprise invoices for extra work and you will be able to very easily plan your IT costs.

We also 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 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 Technical Consultants are Microsoft Certified IT Professionals and we provide ongoing 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 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 only have a notice period of one month and there is no lock in period on our contract so if decide that we are so obnoxious that you just don’t want to work with us anymore you can cancel very easily. 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 service. Our Services page explains how our support works, and as you’ll see, it’s incredibly simple, and delivers everything that we think is perfect for a small business.