Frequently Asked Questions
Why should a customer hire you over another service provider?
Refined IT are dedicated to providing our customers a personal IT service. To us, you are not just a number or just another client. We know you by your first name and aim to explain our often complex IT solutions in layman terms. Best of all we enjoy educating our clients as it is for the benefit of both parties that you are fully aware of all aspects of your IT network. We have 27 years combined experience spread over both IT network infrastructure and online web based technologies and will not charge unless the issue is fixed.
How do you normally charge for your service?
Refined IT have a number of pricing models available and each of the models relevance to you depend on the nature of your business and your requirements for IT support services. We have happy clients on an all-inclusive pricing model which enables them to use as much support as required (large clients), we also have happy clients on a standard hourly rate non-contract basis (smaller clients). The decision is completely up to you however we would like to advise you that the first step prior to any pricing decision should involve an IT network audit. The audit will often highlight any aspects of your current IT system which are critical and can be quoted for repair.
What makes your pricing competitive?
Refined IT stay in front of the competition using two separate hourly rates for two very different styles of service (Remote v Onsite). We cannot see pricing justification charging our clients the same rate remotely as onsite support as the base cost for each of these services is vastly different. In most instances, shaping up against the competition we will be cheaper due to our pricing style.
How did you decide to get into your line of work?
As you may or may not know, Refined IT has two Directors (Adam and Lance). Adam and Lance have been best friends ever since they met each other midway through their study in 2003. The friendship has lasted over 11 years and has transcended into a great business partnership where each of the Directors have defining strengths to bring into the company. Ultimately, this provides Refined IT’s clients an all-round 'one stop shop' for IT Support and Web Services.
Do you have a favourite customer story you would like to share?
All of our customers so far have big smiles. Our testimonials list is growing on our website and if you require a referral to reassure you we are a great company for IT support, please do not hesitate to contact us for one of our clients direct numbers.
What do you like most about your job?
Adam and Lance, Directors of Refined IT have a passion IT which was sparked in their younger years. Having both been given computers in their early teens, it was clear for both sets of directors parents they were growing up to be geeks (nicely put). Both directors have commented, what they like most about their job is a very clean, tidy and efficient network that practically runs itself.
Both directors have the same passion for walking into an office of IT chaos and mayhem and rebuilding the network from the ground up into a perfectly efficient and running state.
What questions should a customer ask to hire the right service professional?
Have you seen this problem before? - 'no' ? you are likely to be charged for his learning experience.
Can you fix this in 1 hour?
Will this problem re-occur? - can you make sure it doesn’t.
What questions do customers commonly ask and how would you answer them?
Why do we need that and what does it do?
Our answer is tailored to the clients knowledge and ability to grasp IT concepts. If the client has basic IT knowledge, often we will relate why items are required and what they do using other aspects of a person’s life.
i.e Why do we need Spam Filtering on our Emails?
Spam filtering is similar to a house door matt. If you don’t have it at your door, people will not brush their feet and are likely to bring in dirt which can mess up your house. We all know its 2x - 3x times more difficult to remove the dirt inside your house and in your carpet than if the person just brushed their feet in the first place.
Are you an insured business and do you guarantee your work?
Refined IT have professional indemnity insurance along with travel / transport insurance. We also offer a no-fix no charge service, so you can rest assured you will not be required to pay if the issue is not fixed.