Frequently Asked Questions
1 | General Questions What services does your company offer? We provide a comprehensive range of professional services tailored to meet the unique needs of our clients. Our offerings include (but are not limited to) consulting, project management, digital marketing, IT solutions, administrative support, and customer service. Please visit our Services page for a detailed breakdown and descriptions of each service. What is your service area? We primarily serve Southeast England What are your business hours? Our main business hours are Monday through Friday, 9:00 AM to 5:00 PM. We also offer extended hours and call-out services for customers who require them How long has your company been in business? We have been operating for over 25 years Do you offer a free consultation? Yes, we are pleased to offer an initial consultation free of charge How do I know which service is right for me? We recommend scheduling a complimentary consultation with our experts. During this session, we’ll learn about your objectives and recommend the most suitable services, ensuring your unique goals are always at the centre of our recommendations. Who are your typical clients? Our valued clients span a variety of industries, including small businesses, entrepreneurs, non-profit organisations, and large enterprises. Whether you are just starting out or you are looking to streamline your established processes, our services are designed to scale with your needs. Does Ardent only work with established businesses? At Ardent, we have helped many businesses flourish from their inception over the past 25 years Can your services be customised? Absolutely. Every business has unique needs, and we pride ourselves on our flexibility. We work closely with you to tailor our services to your specific requirements, goals, and preferences. How do I get started with your services? Begin by exploring our website to learn more about our offerings. You can book a free consultation, request a quote, or chat with our team for tailored advice. Our mission is to make every step as smooth and transparent as possible, from your first inquiry to the successful delivery of your project. Where can I find more information or ask further questions? If your question isn’t answered here, please don’t hesitate to reach out via our Contact Us page, or connect with us on social media. We’re here to help and look forward to supporting your goals.
2 | Service Delivery How are your services delivered? Depending on your needs, we offer both in-person and remote service delivery. For digital services, we utilise secure online platforms to ensure efficient and seamless collaboration. For on-site services, our team will coordinate with you to ensure minimal disruption to your daily operations. Do you support specific software/hardware? We support devices running Microsoft Windows, Apple, and Android, as well as many vendor-specific products. We are an HP partner but are also happy to support other vendors' products. Do we have to purchase equipment from you? No, we are happy to install customer procured equipment, but any lost time due to incorrect equipment, parts or wrong product placement will be charged at our standard rates. What is your process for troubleshooting common IT issues? We collect your personal information to open a case and clarify the issue, including when it began and any recent changes to your computer. If necessary, we may request remote access to diagnose and resolve the problem How do you handle data backup and recovery? We adhere to industry best practices and guidelines set out by government bodies, which can be obtained upon request Do you handle special projects or one-off requests? Yes, we’re happy to discuss special projects or bespoke services. Please get in touch to share your vision and let us propose a solution that fits. Do you only support IT? We also support additional products such as Telephony, Access Control, and CCTV What is the typical timeline for completing a service? Timelines vary based on the type and scope of service. During your initial consultation, we will provide an estimated timeframe. For urgent requests, expedited service options may be available. How do I get support if I have questions or issues? Our support team is available via phone, email, and live chat during business hours. For urgent matters outside these times, please use our emergency contact options provided in your welcome package or on our website. Can I provide feedback on your services? Yes, we welcome and value your feedback. After each project is completed, we encourage clients to complete a satisfaction survey or reach out directly with comments and suggestions. Your input helps us grow and serve you better.
3 | Pricing and Payments How much do your services cost? Our pricing structure is transparent and competitive, designed to provide maximum value for your investment. Rates vary depending on the service, complexity, and duration. For a personalised quote, please contact us. What are your payment options? We offer payment terms upon successful application. We also accept digital payments, cheques, and Direct Debit How do I pay my invoice? We prefer payment via Direct Debit Do you offer payment plans or financial packages? Only through our professional financial services partners What is your cancellation policy? It depends on the agreement type and products. Some are ad hoc, while others have a contractual term
4 | Security and Confidentiality How do you ensure the security of our data? We follow strict guidelines on handling customer data in line with the guidelines set out by the UK government and relevant standards bodies What security measures do you have in place to protect against cyber threats? We adhere to Cyber Essentials Plus What is your policy on data privacy? We follow GDPR guidelines for data privacy What are your security protocols for client data? We do not hold any client data on our site unless a machine is being repaired. In such cases, the machine is securely locked away under access control and CCTV Will my information be shared with third parties? Your personal and business information will never be shared with third parties without your explicit consent, except where required by law. For more details, please review our privacy policy. Do you comply with relevant security standards, e.g., GDPR? Yes, we do How do you handle security breaches? We follow the protocol set out by the ICO How do you safeguard my business and its assets? All our staff are professionally qualified when joining the business and we then regularly background check them to ensure we are compliant and meets the requirements of our customers. These certificates can be requested by our clients at any times. We are also insured for professional indemnity and public liability to cover ours and your business to cover any eventuality. These are again available upon request.
5 | Booking and Scheduling How can I book your services? You can book our services directly through our website by completing our online booking form, talking to our Agent online or alternatively, you may call our office or send us an email. Our contact details are available on the Contact Us page. Do I need to book in advance? We encourage clients to book as far in advance as possible to secure their preferred dates and times. However, we strive to accommodate last-minute or urgent bookings whenever possible. Please contact us for current availability. Can I reschedule or cancel my booking? Absolutely. We understand that plans can change. Simply log in to your account, visit the My Bookings section, and follow the prompts to reschedule or cancel. Please refer to our cancellation policy for more details on timeframes and potential fees.
6 | Quality Assurance and Satisfaction How do you ensure quality? Quality is at the heart of everything we do. Our team comprises experienced professionals who follow industry best practices and undergo regular training. We use standardised processes, conduct internal audits, and encourage client feedback to maintain and improve our high standards. What if I’m not satisfied with the service provided? Your satisfaction is our priority. If you are not completely happy with the service, please contact us immediately. We are committed to resolving any issues promptly, whether through revisions, additional support, or, when appropriate, a refund.
7 | Policies and Terms Where can I find your policies and terms of service? All of our general policies, terms, and conditions are available on our website, items that are more service specific will be provided at the time of setting up an agreement. We recommend reviewing these documents before booking any services to ensure you are fully informed. How will I be notified of changes to your terms or services? Any updates to our service terms, policies, or service offerings will be communicated via email and the more general ones will posted on our website. If the changes affect your current bookings, you will receive direct notification and guidance on any necessary actions.