Frequently Asked Questions
and Answers (FAQs)

IT Support

Our IT Support team is based in our London office. For contact details click here.

Clients can send an email to helpdesk@accldn.co.uk this automatically creates a ticket ID, logs the query, assigns an SLA to it and forwards it to the correct IT Support engineer who will work on your request. We also use tools to monitor our clients IT systems to detect issues at the earliest possible stages. Our IT Support services are provided both remotely and onsite.

To view our IT support data sheet click here.

We have field engineers and can have someone sent to your business to provide on site services.

Yes we do, we have a repair centre and can provide loan equipment whilst faulty items are being worked on.

No but to guarantee the service it is advisable to purchase IT support as a monthly contract as opposed to using a pay as you go method for our services.

Our response time for every query supported to the IT Helpdesk is within 4 hours. If you aren’t on contract it is when an engineer becomes available.

We provide our services to business in Greater London with the following postcodes:

AL2, BR1, BR2, BR3, BR4, BR5, BR6, BR7, BR8, CM13, CM14, CM16, CR0, CR2, CR3, CR4, CR5, CR6, CR7, CR8, DA1, DA2, DA5, DA6, DA7, DA8, DA14, DA15, DA16, DA17, DA18, E1, E2, E3, E4, E5, E6, E7, E8, E9, E10, E11, E12, E13, E14, E15, E16, E17, E18, E1W, EC1, EC2, EC3, EC4, EN1, EN2, EN3, EN4, EN5, EN6, EN7, EN8, EN9, HA0, HA1, HA2, HA3, HA4, HA5, HA6, HA7, HA8, HA9, IG1, IG2, IG3, IG4, IG5, IG6, IG7, IG8, IG9, IG10, IG11, KT1, KT2, KT3, KT4, KT5, KT6, KT7, KT8, KT9, KT10, KT11, KT12, KT13, KT14, KT15, KT16, KT17, KT18, KT19, KT20, KT21, KT22, N1, N2, N3, N4, N5, N6, N7, N8, N9, N10, N11, N12, N13, N14, N15, N16, N17, N18, N19, N20, N21, N22, NW1, NW2, NW3, NW4, NW5, NW6, NW7, NW8, NW9 ,NW10, NW11, RH1, RH2, RH8, RH9, RM1, RM2, RM3, RM4, RM5, RM6, RM7, RM8, RM9, RM10, RM11, RM12, RM13, RM14, RM15, RM19, RM20, SE1, SE2, SE3, SE4, SE5, SE6, SE7, SE8, SE9, SE10, SE11, SE12, SE13, SE14, SE15, SE16, SE17, SE18, SE19, SE20, SE21, SE22, SE23, SE24, SE25, SE26, SE27, SE28, SL0, SL9, SM1, SM2, SM3, SM4, SM5, SM6, SM7, SW1, SW2, SW3, SW4, SW5, SW6, SW7, SW8, SW9, SW10, SW11, SW12, SW13, SW14, SW15, SW16, SW17, SW18, SW19, SW20, TN14, TN16, TW1, TW2, TW3, TW4, TW5, TW6, TW7, TW8, TW9, TW10, TW11, TW12, TW13, TW14, TW15, TW16, TW17, TW18, TW19, TW20, UB1, UB2, UB3, UB4, UB5, UB6, UB7, UB8, UB9, UB10, UB11, W1, W2, W3, W4, W5, W6, W7, W8, W9, W10, W11, W12, W13, W14, WC1, WC2, WD2 ,WD3, WD4, WD5, WD6, WD7, WD17, WD18,WD19,WD23, WD24, WD25

Hardware Sales & Maintenance

Yes we have a secure website that you can log into and purchase items for your company. This is based on the credit account that you have with us. Our online shop’s web address is http://www.accldn.biz.

If you have an account with us it is payment after 30 days of invoice. If you do not have an account you can pay via BACs or by telephone. Once payment is received we will dispatch the items

Yes we provide a wide range of services for hardware maintenance including pre delivery configuration, installation, ongoing monitoring and maintenance.

Via one of our courier partners, we will provide you with item tracking details wherever possible.

Our contract terms are payment within 30 days of invoice date

Let us know and we will work together to create a solution that satisfies your needs.

As long as you do not open its original packaging we will be happy to provide a refund.

Let us know and we will arrange a replacement as quickly as possible.

Yes we can install all equipment supplied by us. More information on our hardware services is listed on our hardware page, click here to view it.

Hosted backup

Your data is backed up and replicated in the UK, we do not backup data outside of the UK.

Backed up data has three encryption options; 128bit, 256bit, 448bit blow fish, we can use either of those options based on your requirements. Data is also encrypted in house and whilst in transit.

You are billed based on the volume of data being backed up. If the amount of data being backed up changes and falls into a different pricing bracket you will be billed accordingly

Data can be set to backup as frequently as desired

Hosted Emails

In a UK based data centre.

If you experience more downtime then 0.01% of the year than Microsoft will provide financial compensation, the amount depends on the number of mailboxes you have and how long the downtime is for. In 2015 for example our clients experienced approximately 8 hours of email downtime throughout the year, this in the 99.9% uptime target

Antivirus And Security

A free version is not always the best solution for your business. They only offer a minimum level of protection, scanning options are lower, updates don’t happen as regularly as they should and you are likely to get a lot of annoying pop ups. Your data will probably be sold on as the company providing the free software needs to make some money too.

No but this is something we are working towards.

It is licensed per user, if you have 10 users you will need 10 licenses. For server protection it is licenses per server.

Yes we can provide support throughout the license life cycle.

Product Deliveries

We use the following couriers: UPS, FedEx, Parcelforce, DPD, Diamond Logistics amongst others. We also provide our own in house delivery service when required.

Deliveries are scheduled to take place between 9am – 5:30pm Monday to Friday unless otherwise agreed between the purchaser and ACC.

In most cases next day delivery is £7.50, pre noon next day delivery is £15.00 and pre 10am next day delivery is £20.00.

Yes we will provide you with tracking information wherever possible.

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