FAQ
Frequently asked questions
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Do you visit our office?
No. All work is delivered remotely. Where something physical is needed, such as unboxing a new laptop, we send a short written checklist.
Can we speak by phone?
We work in writing by design: it keeps a clear record and lets us give each request full attention. If a written explanation is not working, we can offer a short screen-share. It is entirely optional and screen only, with no camera or video, and we follow up in writing so you still have a record.
Do we have to buy Microsoft 365 through you?
No. Licences stay in your name and you pay Microsoft or a licence reseller directly. We will recommend the right plan; for most small businesses that is Microsoft 365 Business Basic, Standard or Premium.
Will we lose any email during a migration?
No. Mail, contacts and calendars are copied to the new account before anything is switched over, and the old account is left untouched until you confirm everything has arrived.
How do you access our systems?
Through Microsoft's own admin tools, using a dedicated named admin account that you can see and remove at any time. We never ask for personal passwords.
What happens to our data?
We access only what is needed for the work you have approved, acting as your data processor under a written data processing agreement. See the privacy notice and the data processing agreement.
Are you insured?
Professional indemnity insurance is put in place before any advice or work is provided. Details are available on request.
How do we pay?
Fixed packages are ordered online and invoiced once we confirm your order. Quoted work is paid upfront by bank transfer once approved. Clarwyn Care is billed monthly in advance. You receive an invoice by email every time.
What if our set-up is bigger than the package?
Every order is reviewed before work starts. If you need more than the package covers, we tell you in writing first and you can pay the difference or take a full refund.
Can individuals buy?
Clarwyn IT works with businesses only, including sole traders buying for their business.
Can we cancel Clarwyn Care?
Yes, with 30 days' written notice. There is no long contract. When you leave, you receive a final written handover and we remove our access.
Are you VAT registered?
Not at present, so no VAT is added. If that changes, we will tell you in writing before your next invoice.
Who do you work with?
UK businesses with 1 to 20 people, particularly clinics, estate and letting agents, and professional services firms that rely on email and handle client data.
Do you support Google Workspace or Macs?
We specialise in Microsoft 365 and Windows. We can migrate you from Google Workspace and set up Outlook and Teams for Mac users, but we do not manage Google Workspace day to day.