FAQs
Questions before you enquire
These answers cover the practical points that apply across Uptime York. Detailed service pages explain the limits and process for specific work.
Getting started
What should I include in an enquiry?
Include the device or equipment involved, what has happened, when it started, any recent changes or damage, whether important data is at risk and the result you need.
How quickly will you reply?
Enquiries are normally reviewed within one working day. This is a review target, not a guarantee that the work itself can begin immediately.
Do I need to know which service I need?
No. Describe the problem or outcome. Uptime can identify whether assessment, recovery, upgrading, optimisation, connectivity, protection, setup or another route is the best fit.
Do you provide telephone or remote support?
Telephone and remote-support services are not advertised. Use the enquiry form, email or WhatsApp to describe the problem and arrange the appropriate next step.
Pricing and approval
How does the £50 assessment work?
The assessment establishes the likely cause and practical options where the right route is unclear. It is included in approved final work and is generally payable if further work is declined or no practical route is available through Uptime York.
Are the prices on the website fixed quotes?
No. They are starting prices. Final cost depends on the device, condition, access, parts, data volume, travel and complexity.
Will work begin before I approve the cost?
No paid work begins without approval. Parts, specialist costs and unusual requirements are explained separately where relevant.
Is Uptime York VAT registered?
No. The published prices do not include VAT because Uptime York is not VAT registered.
Workshop, visits and coverage
Where is the workshop?
The workshop is in York. Visits are by appointment and the address is supplied after the job has been discussed.
Can I arrive without an appointment?
No. Uptime York is workshop-first but not a walk-in shop.
Do you collect equipment or visit customers?
Collection, return and selected on-site visits may be agreed where practical. On-site work is most relevant where the property, Wi-Fi environment or installed equipment must be assessed.
Which areas do you cover?
York and approximately ten miles around the city is the normal service area. Nearby locations may be possible by arrangement.
Devices and supported work
Do you work with Windows and Mac computers?
Yes, within the published service scope. Compatibility, age and access can affect what work is practical.
Do you repair phones and tablets?
Physical phone and tablet repair is not offered. Limited help with setup, accounts, connectivity and data transfer may be possible.
Do you repair every computer fault?
No. Diagnosis may lead to selective repair, an upgrade, data recovery, replacement advice or specialist referral. Work may be declined where it is unsafe, outside scope or poor value.
Do you provide managed IT or emergency support?
No. Uptime York provides occasional practical technology services, not managed contracts, an outsourced helpdesk or guaranteed emergency response.
Data, privacy and accounts
How is my data handled during a job?
Access is limited to what is reasonably needed for the agreed work. Destination storage, return arrangements and any sensitive requirements should be discussed before handover.
Should I send passwords in the enquiry form?
No. Do not send passwords, payment-card details or highly sensitive personal information in the initial message. Credentials can be discussed securely if they are genuinely needed later.
Can you bypass a password or account security?
No. Account recovery remains subject to the provider's rules and proof of lawful ownership. Encryption and provider identity checks are not bypassed.
Is cloud storage automatically a backup?
Not always. Synchronisation can copy deletions or unwanted changes. The Backup and Account Protection service can help establish a more suitable routine.
Turnaround and guarantees
How long does routine work take?
Routine work normally takes around three to five working days, depending on parts, complexity and current workload. A realistic expectation is discussed before work begins.
Do you offer same-day service?
Same-day or emergency completion is not advertised. Some simple work may be quicker, but it should not be assumed.
What does the 90-day workmanship guarantee cover?
It covers faults caused by Uptime York's workmanship for 90 days. It does not cover unrelated faults, accidental damage, misuse, new malware, customer changes, data loss from unrelated causes or manufacturer/supplier failures.
How do payment and collection work?
Bank transfer or card payment is normally required before equipment is released. Any different arrangement must be agreed in advance.
Related pages
Full delivery and coverage detail lives on the York page. See Data recovery and Backup and account protection for detailed service pages, or get in touch with a specific problem.
Still unsure where to start?
Describe the problem rather than choosing a service. Uptime will review the sensible next step.