FAQs

Here are some frequently asked questions, if you have any others please call or email us.

Do I need to go on contract?

Nope. We understand that for some customers they need our expertise only now-and-then, so have many customers on Pay As You Go. However we’ve found for most customers they receive the greatest value by going on contract, as you can received up to 15% off our hourly and daily rates (plus better response times and many other benefits).

How do you charge?

It really depends on what we’re doing. Support is charged in blocks of 10 minutes, Consulting 60 minute blocks while training is usually day or half day (but can also be hourly if you like). The hourly rate depends on whether you are on contract or not. Hosting is charged quarterly or annually and web & Sharepoint services are normally project-based – so we agree on the scope and set a fixed-fee for your peace-of-mind.

When do you charge?

If you call us for support, consulting or training we charge for that time (per the blocks in the above FAQ). We issue invoices weekly, but if you haven’t used much of our time we’ll usually wait until the end of the month to send you an invoice.

What are your payment terms?

Out of contract invoices are 7 days from invoice date, and in contract invoices 14 days. Projects are tied to milestones: a deposit upfront, a final payment and if the project is large enough – an interim payment in between.

What are your response times or Service Level Agreement (SLA)?

If you aren’t on contract with us then a standard support job will be acknowledged and started within 8 hours, and an emergency job 4 hours. If you are on contract with us, your SLA could be half that.

What if I’m unhappy with a job you complete for me?

We stand by our Hapiness Guarantee, so if you’re unhappy let us know and we’ll discount up to 100% of the job until you are happy. The person who decides whether your request is reasonable or not is a very experienced Senior Engineer, and an extremely reasonable person to boot. But if you’re still unhappy, call and speak with our Chief Executive Officer.

What hours are you open?

8.30am-6.00pm Monday – Friday, excluding bank holidays. But we do have an Engineer on-call outside these hours, see the next FAQ.

Do you provide 24 hour support?

Yes, we certainly do. Some of our customers run restaurants and bars and work until late so we always have an Engineer on-call in case they need us. Simply call our 0844 number to speak with the Engineer on-duty. An ‘Out Of Hours’ surcharge does apply, so if it isn’t really that urgent it’s best to wait until the next business hour to call – or just email the details to support@lucidica.com and we’ll pick the job up first thing next business day.

Where are you located?

Our head office is in the funky Shoreditch, so our Engineers are that little bit ‘cooler’. We also have a small office in London City to service those FSA-regulated customers that need a faster response time due to their all-important Business Continuity and Disaster Recovery Plans. See the maps on the Contact Us page for a better idea. We would like to have an office in West London and South of the river when we grow up some more.

How big is your company?

Currently there are 15 of us, and most of them are Engineers. We have grown steadily in the last few years, so we expect this number to increase every quarter or so – but not at the detriment of the excellent service and high quality work we provide our existing customers.

How long have you been in business?

We started providing IT support to small businesses in London in 1999. So we now have over 10 years experience specialising in helping businesses with less than 50 staff, with anything to do with technology.

Why don’t you just specialise in IT Support?

A very good question. We thought about this over many coffees and found, after more than 10 years in business now, it’s better to say “we do anything IT” for small business. The last part is very important – we don’t claim to be all things to all people, we are just all things IT to small people (businesses, really). We’ve had new customers come to us from competitors that “just do IT support” who were frustrated they had to call 2 or 3 other companies for technology answers and service, which we seamlessly provide. We are careful not to delve too deeply into all areas of IT though. For technology that requires specialist expertise we help you find the right company to work with (e.g. software or database development, complex websites, high-end IT security etc). But most small businesses don’t need much more than what we offer.