Getting you the "no nonsense" answers you need

Regardless of your business or company size you will be given a dedicated Account Manager.  No matter what the nature of your question or problem your dedicated Account Manager will be able to provide you with the answers, resources or facts you need to be assured of the way forward for any support or sales related enquiry.  Our advice is always free and comprehensive.

Post Sales Support

In the event of any post sales support queries you will always be well looked after.  Our post sales support comes in three flavours - all free of charge.

7 days post sales support
For goods purchased from Rubicon that are shipped without being installed by a Rubicon engineer we provide seven working days post sales support via telephone or remote support.  This is in conjunction with the manufacturers warranty and support.

14 days post installation support
For all goods purchased and installed by Rubicon we provide 14 working days post sales support via telephone, remote support and where necessary on-site. 

Complimentary support
We will always provide our customers and potential customers with up to 10 mins complimentary support to help them best diagnose the problem, fix where possible or identify the quickest, most cost effective way forward.

By choosing Rubicon as your supplier your problem is our problem and you won’t be left high and dry.

Repairs and Upgrades

Hardware Repairs

Our technical team will repair most hardware down to component level where its financially viable.  For one small diagnosis fee of £69.00 + VAT we will be able to provide you with a quote which is refunded if you go ahead with the proposed repair.  Most work is warranted for a minimum of 90 days giving you extra peace of mind.  Rubicon is a fully Authorised Apple Repair Centre and a recognised repair centre for Infrotrend and OKI.

Upgrades
If you don’t feel confident upgrading your machine whether it be hardware or software we have the ability to do this in-house.  From a RAM upgrade to a change of processor, graphics card or software updates we can offer help and advice.  Our in-house bench works starts at just £49.00 + VAT per/hour or on-site at your premises from £72.50 per/hour.

Priority Response Charges

1 Hour diagnosis charge =  £65.00 ex VAT
Same day diagnosis charge =  £45.00 ex VAT
Next business day diagnosis charge =  £30 ex VAT

To book a unit in simply call our engineering team on 0118 988 8780 or contact us for more information and we’ll advise you of the best way forward.

Don't panic

If you find yourself in this position call us immediately on 0118 988 9780 and ask to speak to an engineer for urgent assistance.  The steps taken in the first instances can be the difference between sucess and failure of data recovery.

Support Agreements

Formal Maintenance Agreements

Computer systems play a critical role in virtually all aspects of business today.  The reliability of systems has undeniably improved but problems still occur and the cost of downtime is increasingly prohibitive. Rubicon offer fully customisable maintenance support solutions with guaranteed service level agreements to provide your business with the highest level of protection at all times.  Our contracts are broken down into two main areas and are fully customisable to meet your exact requirements and budget:

Hardware support
- guaranteed on site response of four or eight hours
- all parts required
- all labour and travelling costs
- guaranteed loan equipment
- priority telephone support for the operating system

Software support
- on site support for OS and mainstream applications
- remote monitoring and administration for work stations and servers

Please click here to download our Maintenance Support Solutions data sheet.

Flexible Support Agreement

Rubicon provides a flexible prepaid support plan designed specifically for customers who choose not to have a maintenance support agreement. The plan has no set-up fees, no annual charge and available credits can be used for up to two years from the date of purchase often at reduced rates from our standard ad hoc costs.  Service requests are prioritised above ad hoc customers. If you run out of credits you can simply purchase more. 

Please click here to download our Flexible Support Solutions data sheet.

If you would like to know more about our formal support programmes or would like a quote please call us on 0118 988 8780 or contact us for further information.

Pay-As-You-Go (PAYG) Support

Not all our clients choose a formal support agreement and prefer to use our technical services on a PAYG basis.  We have three means of diagnosing problems and we will identify for you the most cost effective way of moving forward within the time scales your require.

On our premises - We have a fully serviced in-house workshop with full ESD precautions in order to meet the exacting standards required by Apple to be an Authorised Repair Centre.  This support is classified as Workbench.

At your premises - Our field based engineers are able to come to your premises to see any issues in their native environment.  This support is classified as On-site.

Remote support - Using the very latest, secure technologies we are able to connect to your network and fix the vast amount of isses quickly and safetly.  This support is classified as Remote.

Please see our standard charges below:

Normal Working Hours - Monday to Friday 9:00am to 6:00pm

- Workbench - per hour = £49.00
- On-site - call out charge inc. 1st hour =  £117.50
- On-site - additional hours - per hour =  £72.50
- On-site - half day - 4 hours =  £295.00
- On-site - full day - 8 hours =  £590.00
- Remote - per 20 minutes =  £29.50

Continuation Charges - Monday to Friday before 9:00am or after 6:00pm

- On-site - additional hours - per hour =  £110.00
- Remote - per 20 minutes =  £60.00

Outside of Normal Working Hours

- On-site - half day - 4 hours =  £695.00
- On-site - full day - 8 hours =  £895.00
- On-site - additional hours - per hour =  £110.00
- Remote - per 20 minutes =  £60.00

Pre-installation and configuration

- Configuration charge - per hour = £49.00
- Workstation pre configuration - per unit = £45.00

Please note all prices quotes are subject to VAT at the current rate.

If you have any requirements outside of these standard services, please call us as we are always flexible.  If you would like to book one of our service engineers, please call us on 0118 988 8780  or contact us for further information.

Apple Authorised Service Provider

We are an Apple Authorised Service Provider.  This means our Apple qualified and certified engineers are able to carry out warranty repairs on nearly all Apple products in our anti static workshop.

Our standard diagnosis time (time taken to replicate fault, identify and order parts required) for all repairs is currently five working days.  However, we offer priority response times when your repair is urgent.

Priority Response Charges

1 Hour diagnosis charge =  £65.00 ex VAT
Same day diagnosis charge =  £45.00 ex VAT
Next business day diagnosis charge =  £30 ex VAT

We also offer a range of complimentary services such as hardware and software upgrades, software updates, data backup and data recovery.

To book in a repair or discuss your problem please call os on 0118 988 8780 or contact us here providing us your serial number and we will call you back.